On-call SMS (urgent)

Example scenario

Boiler failure at 10 PM. Agent collects address and issue. SMS to tech #1; after 5 min no reply — SMS #2 and Telegram to the service group.

When it runs

The playbook starts automatically when Coldbot tags a call or event as: “Call tagged “urgent””. You can narrow filters (location, channel, business hours) without changing the voice script.

• ✓Call tagged “urgent”

What happens automatically

Each step runs in sequence (or in parallel where noted). No copy-paste between voice AI, SMS gateway, and CRM.

• ✓SMS to on-call list
• ✓Transcript in message
• ✓Escalate after 5 min without ACK

What you configure

Tunable during onboarding — copy, thresholds, and channel priority:

• ✓Multiple on-call numbers
• ✓Escalation hours
• ✓Postcode routing

Recommended integrations

Native connectors or Zapier/Make/webhooks. Status “coming soon” means we enable it on request during rollout.

• ✓SMSAPI
• ✓Telegram
• ✓Slack

Works with voice templates

Deploy these agent scripts together with the playbook — same disposition tags power both sides:

• ✓After-Hours Local Line

Onboarding checklist

We configure this playbook during Coldbot setup — usually in one working session:

• ✓Map disposition tags from your voice script
• ✓Connect integrations (OAuth or API keys)
• ✓Test SMS/e-mail copy on a sandbox number
• ✓Dry-run on 3 sample calls before go-live
• ✓Enable monitoring webhook + weekly report

Zapier / Make recipe

We export a starter automation: Coldbot webhook → your stack. Field mapping is done in onboarding.

• ✓Trigger: call.completed or calendar.event
• ✓Filter by disposition / tag
• ✓Branches: SMS, CRM update, Slack, payment link

FAQ

Frequently asked questions