Campaign Texts — Primer and Follow-ups

Before the call: Text First (SMS Primer)

Text First used to be on the Settings tab and works the same as before:

• Each contact gets a text asking whether now is a good time.
• The call is only placed after they reply YES.
• A NO marks them do-not-call.
• Any other reply is saved so you can follow up.

After the call: follow-up texts

Follow-up texts are off until you tick an outcome and save. You choose which call outcomes send a text and what each text says.

Numbers and emails they give you

When someone on the call, or a recorded greeting, reads out a phone number or an email address, TriLuna saves it on the contact, even if no follow-up rule is ticked. Your own numbers are never picked up.

If They gave a number to text or call is ticked, the follow-up text goes to the number they gave, which can be the number you called (for example “reach us by texting this number”). It takes priority over Call dropped. A booked callback still comes first.

A number read out by a recorded greeting or phone menu only counts when the recording asks you to text it. “For immediate assistance, call the front desk at … and press 1” is not texted.

When a call counts as dropped

A call counts as dropped when the contact answered and said something, and then the call ended mid-conversation: they hung up, or the line failed. The call doesn’t count as dropped, and nothing is sent, when:

• the contact said they weren’t interested, asked not to be called, or was rude
• either side said goodbye or thank you at the end
• the call reached a voicemail greeting, or nobody spoke
• your agent ended the call itself
• someone from your team joined the call, or the campaign is one where a person makes the calls

The text is decided once the call’s transcript is in, usually a minute or two after the call ends.

To set them up:

1. Tick the outcomes that should send a text.
2. Edit the message for each one. Each outcome starts with a ready-made text that you can change one word at a time. Click Reset to default text to get the original back.
3. Choose how many minutes after the call ends it should go out.
4. Click Save rules. A green line at the top shows which outcomes are on.

To stop follow-up texts, untick the outcomes and save. Your messages are kept for next time.

Test calls get follow-ups too. Test Now rings a real contact, so it’s the easiest way to try your follow-ups out. Ticking an outcome only applies to calls made afterwards.

Personalising the message

You can put these fields in a message, and they are filled in for each contact:

• {first_name} and {name}: the contact’s name. When the name column holds a business (“Sunrise Bakery”), {first_name} is left out, so the text reads “Hi,” rather than “Hi Sunrise,”
• {company}: the company column from your contact list, if it has one
• {callback_time}: the scheduled callback time, in the campaign’s time zone
• {callback_number}: the campaign’s caller-ID line, written like 604-555-0100
• {campaign_name}

If a field is empty for a contact, it is left out.

In the first text to a new contact, say who you are and include “Reply STOP to opt out.”

Drafts for approval, or send automatically

• Save as draft for approval is the default. Each follow-up waits in your SMS inbox (and the TriLuna mobile app) until you approve, edit or discard it.
• Send automatically: follow-ups go out on their own. They are held until morning during quiet hours (10 pm to 8 am in the contact’s time zone).

You can switch between the two with one click at any time. Drafts already waiting stay in your inbox.

Texts come from the campaign’s caller-ID line, so replies arrive in the same SMS conversation.

Who never gets a follow-up text

Even when a rule matches, no text is sent to:

• contacts marked do not call, or anyone on the do-not-call list
• anyone who replied STOP to that line
• invalid numbers and landlines
• numbers that belong to you or TriLuna, including the campaign’s own phone
• callers you have blocked or marked as spam

At most one text a day

Each contact gets at most one follow-up text every 24 hours. This counts every text we sent them from any line, including the primer. You can change the number of hours on the Follow-ups tab.

The limit doesn’t apply when the contact has texted you in the last 48 hours. They are in a conversation with you, and a reply shouldn’t be held back.

The follow-up log

The bottom of the Follow-ups tab lists every follow-up:

• what it said
• which call outcome triggered it
• whether it is awaiting approval, sent or discarded
• if it wasn’t sent, why (for example texted in the last day or asked not to be contacted)

Click Review draft to open the conversation in your SMS inbox.