SMS / Text

The agent can text the caller during or after the call. Useful for sending links, confirmations, and follow-up details.

What it does

In-call link sending — caller asks for the menu / brochure / payment link, agent texts it mid-call.
Post-call confirmation — booking summary or appointment reminder sent on hangup.
Two-way SMS — coming soon. Today, SMS is one-way (Foan → caller).

How it's wired

We send via your existing Twilio account (the same number the agent uses for voice). No separate setup — if Twilio is connected, SMS is available.

If you're on the Foan-provisioned Twilio number, SMS is included. If you've forwarded your existing line, SMS uses a Twilio number we provision for outbound texts.

Setting it up

Make sure Twilio is connected (it is by default if you have a phone number).
In agent Integrations tab → enable SMS.
Add SMS templates the agent can pick from: booking link, payment link, callback details, etc. Plain text with {placeholder} fields the agent fills in.

What happens on a call

Caller: "Can you send me the menu?"

Agent: "Of course. What's the best mobile number?"

Caller: "This number's fine."

Agent: "Sending now — should be there in a few seconds."

[SMS arrives:]

Hi Alex, here's our menu — https://acme-bistro.example/menu. See you at 7pm Wednesday!

Pricing

SMS is billed at Twilio pass-through cost — typically £0.04-0.08/SMS in the UK, $0.0079 in the US. Charged alongside your Foan plan.

Common questions

Can the agent receive SMS replies? Not yet — one-way only. We're working on two-way.

Internationally? Yes, anywhere Twilio sends SMS to.

Sender ID? Default is the Twilio number. Some countries (UK, Ireland) support custom alphanumeric sender IDs ("FoanCo"); ask if you need that.

Compliance? UK SMS marketing requires PECR consent. The agent only sends to numbers that called you (legitimate interest), or to outbound campaign contacts who've opted in. Cold SMS isn't a Foan use case.

Disconnect? Disable SMS in agent settings. Twilio number stays active for voice.