Send SMS - Synthreo Builder

Overview

The Send SMS node enables your workflow to automatically send text messages to customers, team members, or any phone number. This node is suited for time-sensitive notifications where immediate delivery to a mobile device is important, such as order confirmations, appointment reminders, delivery updates, and urgent alerts.

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When to Use This Node

• Customer Notifications: Send order confirmations, shipping updates, or service reminders.
• Team Communications: Alert staff about urgent issues or schedule changes.
• Marketing Campaigns: Send promotional messages or event announcements to opted-in subscribers.
• Emergency Alerts: Notify customers about service disruptions or safety issues.
• Appointment Reminders: Reduce no-shows with automated SMS reminders sent before scheduled times.

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Inputs

The node accepts any upstream workflow data. Phone numbers and message content can be passed dynamically from previous nodes using {{variableName}} syntax.

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Outputs

The node returns a delivery status confirming whether the SMS was sent successfully.

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Parameters

Name	Field Name	Type	Required	Default	Description
To Number	to	Text	Yes	Empty	The phone number that will receive the SMS message. Supports dynamic values from upstream nodes.
SMS Content	body	Text	Yes	Empty	The text message to send. Supports dynamic {{variableName}} placeholders for personalization.

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Phone Number Formatting

Phone numbers must be provided in a format your SMS provider accepts. The most reliable format is E.164, which includes the country code with a + prefix:

Format	Example	Notes
E.164 (recommended)	+12345678901	International standard, works across all providers
US domestic	+1234567890	Include country code +1 for US numbers
International	+44123456789	Include the country code for all international numbers

If phone numbers come from a database or form submission, ensure they are stored in E.164 format or apply a transformation node upstream to standardize formatting before reaching this node.

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Message Content Guidelines

SMS messages are transmitted as standard text. Keep the following in mind when writing message content:

• Standard SMS messages support up to 160 characters. Messages longer than 160 characters are split into multiple segments and may incur additional costs per segment.
• Use dynamic placeholders to personalize messages: Hi {{customerName}}, your order #{{orderNumber}} has shipped.
• Include your business name so recipients recognize the sender.
• Provide an action or response path (for example, a phone number to call or a URL to visit).
• Avoid special characters that may not render correctly on all devices (for example, curly quotes and certain Unicode symbols).

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Step-by-Step Configuration

Adding the Node

1. Drag the Send SMS node from the node panel onto your workflow canvas.
2. Connect it to the node that provides the recipient phone number and any message content variables.
3. Click the Send SMS node to open the configuration panel.

Setting Up SMS Details

1. In the To Number field, enter the recipient’s phone number or reference an upstream property: {{customerPhone}}.
2. In the SMS Content field, write your message. Use {{variableName}} placeholders for dynamic content.
3. Keep the message under 160 characters where possible.
4. Save the configuration.

Testing Your Configuration

1. Use the workflow test feature with sample data.
2. Verify the phone number is correctly formatted in the preview.
3. Confirm the message text renders as expected with variables substituted.
4. Send a test to a real number to confirm delivery.

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Real-World Use Cases

E-commerce Order Confirmations

Immediately confirm orders via SMS to reduce customer anxiety and support inquiries.

Configuration:

• To Number: {{customerPhone}}
• SMS Content: Thanks for your order! Order #{{orderNumber}} confirmed. Track at {{trackingUrl}}

Outcome: Customers receive instant confirmation texts, reducing “where is my order” support contacts.

Appointment Reminder System

Automatically remind patients about upcoming appointments to reduce no-shows.

Configuration:

• To Number: {{patientPhone}}
• SMS Content: Hi {{patientName}}, reminder: dental appointment tomorrow at {{appointmentTime}}. Reply CONFIRM or call {{clinicPhone}} to reschedule.

Outcome: Patients receive timely reminders and can confirm or reschedule without staff involvement.

Delivery Status Updates

Keep customers informed about their package status throughout the delivery process.

Configuration (multiple Send SMS nodes, one per status):

• To Number: {{customerPhone}}
• SMS Content (out for delivery): Your order #{{orderNumber}} is out for delivery today. Expected between {{windowStart}} and {{windowEnd}}.

Outcome: Customers stay informed without calling for updates.

Emergency Business Alerts

Quickly notify customers about unexpected closures or disruptions.

Configuration:

• To Number: {{customerPhone}} (from a contact list node)
• SMS Content: Important: {{businessName}} is closed today due to {{reason}}. We will reopen on {{reopenDate}}. We apologize for the inconvenience.

Outcome: Customers receive immediate notification, preventing wasted trips.

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Troubleshooting

Issue	Likely Cause	Resolution
Message not delivered	Phone number is incorrectly formatted	Ensure the number is in E.164 format with a + and country code.
Message not delivered	Number is inactive or not accepting SMS	Verify the number is current and capable of receiving SMS (not a landline).
Message content is truncated	Message exceeds 160 characters	Shorten the message or accept that it will be split into multiple segments.
Variable appears as literal text	Variable name does not match the upstream property name	Check the exact property key from the upstream node and update the placeholder to match.
Carrier blocks the message	Message content triggers carrier spam filters	Avoid all-caps text, excessive special characters, and phrases commonly associated with spam. Always include your business name.
Customers complain about too many messages	Workflow is triggering the node more than intended	Add conditional logic upstream to limit how often a given phone number receives messages.

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Best Practices

Message Writing

• Keep messages under 160 characters when possible to avoid message splitting.
• Include your business name at the start or end of every message so recipients can identify the sender.
• State clearly what action the recipient should take (confirm, call back, visit a URL).
• Match the tone to your brand - professional for B2B, friendly for consumer brands.

Phone Number Management

• Validate and standardize phone numbers before they enter the workflow (E.164 format).
• Honor opt-out requests immediately. Maintain a suppression list and check it before sending.
• Follow applicable regulations for SMS marketing in your region (for example, TCPA in the US, GDPR in the EU).
• Include country codes for all numbers, even if your primary audience is domestic.

Timing

• Send non-urgent messages during business hours in the recipient’s time zone.
• For multi-timezone audiences, use a time-zone-aware scheduling node upstream.
• Space out messages for the same recipient - avoid sending multiple messages in a short time window.
• Reserve SMS for communications that genuinely require immediate attention.

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Integration Tips

Connecting with Customer Data

• Use CRM or database nodes upstream to supply phone numbers and personalization data.
• Pull phone numbers from order processing or registration form nodes.
• Combine with conditional logic nodes to send different messages to different customer segments.

Workflow Sequencing

• Place the Send SMS node after data validation steps to ensure phone numbers and content are correct before sending.
• Use delay nodes if you need to space out a series of messages (for example, a 24-hour reminder followed by a 1-hour reminder).
• Connect to a logging or database node downstream to record which messages were sent and when.

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Related Nodes

• Send Email - for delivering longer, formatted notifications as a complement to SMS.
• CRUD Integration - for updating a CRM or task management system alongside sending the SMS notification.
• Custom Script - for formatting or validating phone numbers before passing them to this node.