If you’re tired of chasing leads or customers by hand, or your team’s “follow-up process” is just a sticky note on someone’s monitor, this is for you. Automating SMS follow-ups saves you time, keeps deals from slipping through the cracks, and honestly — it’s something your customers will appreciate if you do it right. This guide will walk you through setting up automated SMS follow-ups in Kixie without the usual headaches, hype, or vague instructions.
Let’s break it down, step by step.
Why Automate SMS Follow-Ups in the First Place?
- You won’t forget to follow up. Even the best salesperson forgets sometimes.
- Customers actually read texts. Most SMS messages get opened. Emails, not so much.
- It saves everyone time. Manual texting is a pain, especially at scale.
- It’s not just for sales. Support, billing, appointment reminders — SMS works for all of them.
But don’t kid yourself: automation isn’t magic. Badly written, robotic texts will turn people off or even get you flagged as spam. The goal is to automate without losing the human touch.
Step 1: Get the Basics Set Up in Kixie
Before you start automating, make sure you have:
- A Kixie account with SMS enabled (not all plans include this).
- The mobile phone numbers you want to text are already in your CRM or Kixie Contacts.
- Proper permissions — if you’re not the admin, get whoever is to help.
Pro tip: Take two minutes to check Kixie’s SMS usage policies and your local laws on texting people (like TCPA in the US). Unwanted texts can get you fined or blocked.
Step 2: Decide What (and When) to Automate
Not every interaction should be automated. Here’s what tends to work:
- First follow-up after a missed call or form submission
- Appointment reminders
- Simple check-ins (“Just making sure you got my email…”)
- Payment or renewal reminders
What to avoid:
- Anything sensitive, bad news, or complex — SMS isn’t the place.
- Over-messaging. People will opt out if you bug them too much.
- Generic, bland messages that scream “bot.”
Sketch out your ideal timeline: Map the key points where a follow-up makes sense. For example:
- Lead fills out a form → Immediate SMS (“Thanks for reaching out!”)
- If no reply in 24 hours → Second SMS (“Just checking in…”)
- If still no reply after 3 days → Maybe one last nudge, then stop.
Keep it simple to start. You can always add more steps later.
Step 3: Build an SMS Automation in Kixie
Kixie uses “PowerCall Flows” (sometimes called “Workflows” or “Automations”) to trigger actions like sending SMS.
A. Pick Your Trigger
Common triggers include:
- Missed call
- New contact added
- Workflow or tag in your CRM (like HubSpot, Zoho, Pipedrive, etc.)
If you’re syncing Kixie with your CRM, you’ll usually build automations in the CRM, which then tells Kixie to send an SMS. If you’re just using Kixie, you can do it all in their dashboard.
Don’t overcomplicate this: Start with one trigger (missed call or new lead) and get that working before you try to automate your whole funnel.
B. Write Better Follow-Up Texts
A good automated SMS feels personal, not spammy. Keep these rules in mind:
- Use the person’s name if you can (Kixie supports merge fields like
{FirstName}). - Keep it short and clear.
- Sound like a real person.
- Make it easy for them to reply.
Examples:
- “Hi {FirstName}, sorry we missed your call. Want to set up a time to connect?”
- “Hey {FirstName}, just following up on your demo request. Let me know what works for you.”
What to avoid:
- Wall-of-text messages
- Salesy language (“Don’t miss this exclusive offer!!!”)
- Weird sender numbers (use a local number if possible)
C. Set Timing and Conditions
Decide when your SMS goes out:
- Immediately after the trigger (e.g., missed call)
- Delay of X hours/days (e.g., if no response after 24 hours)
Most automation tools (including Kixie and most CRMs) let you set delays or conditions. Be careful: too many follow-ups too quickly annoy people. One or two well-timed texts are plenty.
Step 4: Test Your Automation (Don’t Skip This)
Before you hit “go,” test the whole thing with your own number or a colleague’s.
Checklist:
- Did the SMS send at the right time?
- Does the message read like a human wrote it?
- Does the sender number look normal?
- Can you reply back, and does that go to the right person or inbox?
If something feels off, fix it now. It’s way less embarrassing to catch mistakes before real customers see them.
Step 5: Monitor, Adjust, and Respect Opt-Outs
SMS automation isn’t “set it and forget it.” Check your stats:
- Delivery rates: If lots of messages fail, your list or sender number might be the problem.
- Response rates: Are people replying? If not, maybe your message could be better.
- Opt-outs: If people are unsubscribing, you’re texting too much or your content isn’t relevant.
Pro tip: Always include clear opt-out instructions, like “Reply STOP to unsubscribe.” Failing to do this can get your number blocked (or worse).
What Actually Works (and What Doesn’t)
Works: - Short, friendly messages with real info - Following up 1-2 times, max - Triggering SMS based on real customer actions
Doesn’t work: - Spamming people with daily texts - Using generic templates with no personalization - Automating every possible message (save some for real human touch)
Ignore anyone who says you need a 10-step, AI-powered “drip” campaign to see results. Most customers just want reminders and a quick way to reply.
Common Pitfalls to Avoid
- Ignoring compliance. Don’t text people who haven’t opted in, or you’ll get flagged fast.
- Letting automations run wild. Check up on your flows every month or so.
- Pretending to be a human when you’re not. If it’s an automated message, don’t act like it’s a personal outreach.
- Not handling replies. Make sure someone sees and responds to incoming texts.
Keep It Simple, Iterate, and Don’t Overthink It
Automating SMS follow-ups in Kixie doesn’t have to be complicated. Start with the basics, see how customers respond, and tweak your approach as you go. The best automations are the ones you actually use — not the ones that look fancy on a flowchart.
If you’re not sure where to start, pick one common scenario (like missed calls) and build a simple follow-up. Watch what happens, and improve from there. Remember: it’s about making life easier for you and your customers. Don’t let the tech get in the way of that.