🧩 Introduction
This article explains how to configure SMS Workflows in AskNicely. Workflows let you automate follow-up actions based on survey responses, such as alerts or replies. You'll learn how to configure both External SMS Workflows (for Contacts) and Internal SMS Alerts (for your team).
Note: Email workflows do not send for surveys with the delivery method set to SMS. If sending SMS please use SMS Workflows.
🛎️ Know Before You Go
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Every SMS message—including surveys, alerts, workflows, and replies—counts as an SMS message. Standard messaging rates apply.
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Include an identifier (e.g., your company name) in workflow messages in case the customer deleted the original SMS. They may not recognize the number otherwise.
⚡ External SMS Workflows
External Workflows are sent to Contacts and function similarly to email workflows. Here's a common use case:
Example: Set up a workflow for an NPS Detractor (score 0–6) who hasn't left a comment, using the “Follow Up on Blank Comments” template.
Fields Unique to SMS Workflows:
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To: Enter the phone number or use a dynamic field
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SMS Body: Write the message content here
SMS Workflows send immediately—there is no built-in delay.
📲 How a Contact sees the Workflow
How it looks within AskNicely on the Reply Response Page
💬 Internal SMS Alerts
Internal alerts notify team members of survey responses via SMS.
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Mobile Number: Enter a static internal number (e.g., for a manager), or use a dynamic field like
{CSM_mobile_number}to populate based on the Contact’s data. -
SMS Body: Single message limit is 160 characters. AskNicely supports up to 360 characters (i.e., two messages).
Consider using Emailed Custom Alerts if you want to avoid per-message costs.
❓FAQs & Common Issues
Q: If a contact has both email and SMS, and I’ve configured both workflow types, which will they get?
A: If the survey is sent via SMS, only the SMS workflow will run. Email workflows are blocked in this case.
Q: Will the SMS workflow come from the same number as the original survey?
A: Yes—messages appear in the same text thread.
Q: Will I get an email alert when someone replies to an SMS workflow?
A: No. Replies appear in the Response Reply window inside AskNicely, but no email alert is sent. Use the "Conversation Status" Workflow to automatically mark new responses as "Open."
Q: Does Alphanumeric Sending ID affect workflows?
A: Yes. If you're using a 5-digit short code (available in some regions), you cannot receive replies. Feedback is still accepted, but you can't "close the loop" via SMS.
🙋 Need Help?
Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!
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