# How to set up a Manual SMS action > Are you looking for ways to incorporate personalized communication into your automated workflows? Do you need to add a human touch to your SMS marketing campaigns? SMS marketing has become an essential tool for businesses to reach their customers. Howe - Source: https://docs.ghlcustomercare.com/docs/conversations/manual-actions/how-to-set-up-a-manual-sms-action - Section: Conversations / Manual Actions - Reading time: 3 min - Images: 6, each explained below - Modified on Wed, 21 Jun, 2023 at 10:00 AM --- Are you looking for ways to incorporate personalized communication into your automated workflows? Do you need to add a human touch to your SMS marketing campaigns? SMS marketing has become an essential tool for businesses to reach their customers. However, automated SMS campaigns can sometimes lack the personalization and human touch that customers crave. This is where manual SMS actions come in handy. Manual SMS actions are a great way to add the human element and incorporate personalized communication and into your SMS campaigns.  In this article, we will explore the benefits of manual SMS actions and how they can be used in various scenarios to enhance your SMS marketing efforts and how to utlize them within the system. --- #### **In this article we will cover:** #### [**Here are a few reasons why someone might want to add a manual SMS action:**](#here-are-a-few-reasons-why-someone-might-want-to-add-a-manual-sms-action) #### **[How to Set Up Manual SMS Action in Workflows](#how-to-set-up-manual-sms-action-in-workflows-2)** #### **[Where and how to use Manual Actions on Mobile](#where-and-how-to-use-manual-actions-on-mobile)**  #### **[How to add a Manual SMS action in a Campaigns](#how-to-add-a-manual-sms-action-in-a-campaigns-will-be-depricated) (depricated)** #### [**FAQ**](#faq-2) - [Where do users go to complete manual actions?](#where-do-users-go-to-complete-manual-actions) - [Desktop App:](#desktop-app) - [Mobile App:](#mobile-app) #### [](#how-to-set-up-manual-sms-action-in-workflows-2) --- ## **Here are a few reasons why someone might want to add a manual SMS action:** **1\. Customer Interaction:** Sometimes, it's essential to involve a human touch in customer interactions. By including a manual SMS action, you can prompt your team to respond personally to customer inquiries, ensuring a more personalized and tailored experience. **2\. Approval Processes:** In certain workflows, especially those involving critical decisions or sensitive information, manual SMS actions can serve as an approval step. This allows designated individuals to review and authorize specific actions before proceeding. **3\. Verification and Validation:** Adding a manual SMS action can be useful for verifying or validating certain information. For example, you might send an automated SMS to customers with a link to confirm their subscription or verify their contact details. The manual step would involve someone reviewing the responses received and taking appropriate actions. **4\. Complex Workflows:** In complex workflows where multiple systems or teams are involved, manual SMS actions can act as checkpoints. They provide an opportunity for human intervention to ensure that everything is functioning correctly or to handle exceptional cases that may require individual attention. **5\. Time-Sensitive Information:** Manual SMS actions can be helpful when you need to send time-sensitive information that requires immediate attention. By manually triggering an SMS, you can ensure that the message reaches the recipients promptly and that any necessary actions are taken promptly. Overall, manual SMS actions provide flexibility, allowing you to combine automated processes with human involvement. They enable you to add personalization, decision-making capabilities, and adaptability to your workflows, ensuring better customer experiences and more effective management of complex scenarios. --- ## **How to Set Up Manual SMS Action in Workflows** ![How to Set Up Manual SMS Action in Workflows (image 1 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48250203082/original/q9aNXTbuGIhhCMkt051-Wnr-VC7TfbPe3g.gif) **How to Set Up Manual SMS Action in Workflows (image 1 of 6)** This animation appears in the "How to Set Up Manual SMS Action in Workflows" section of "How to set up a Manual SMS action". The text alongside this image reads: Overall, manual SMS actions provide flexibility, allowing you to combine automated processes with human involvement. They enable you to add personalization, decision-making capabilities, and adaptability to your workflows, ensuring better customer experiences and more effective management of…. Immediately after, the guide continues: The blue " PLAY " button will display the pending manual actions. - What to fill in: Overall, manual SMS actions provide flexibility, allowing you to combine automated processes with human involvement. They enable you to add personalization, decision-making capabilities, and adaptability to your workflows, ensuring better customer experiences and more effective management of complex scenarios. - Next: The blue " PLAY " button will display the pending manual actions --- ## **Where and how to use Manual Actions on the Mobile App** Click on the hamburger menu ![Where and how to use Manual Actions on the Mobile App (image 2 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155001343864/original/yS2VEPUgqBFg5AeiJt0YvsPjWJ1N2vEJgQ.png) **Where and how to use Manual Actions on the Mobile App (image 2 of 6)** This screenshot appears in the "Where and how to use Manual Actions on the Mobile App" section of "How to set up a Manual SMS action". The text alongside this image reads: Overall, manual SMS actions provide flexibility, allowing you to combine automated processes with human involvement. They enable you to add personalization, decision-making capabilities, and adaptability to your workflows, ensuring better customer experiences and more effective management of…. Immediately after, the guide continues: The blue " PLAY " button will display the pending manual actions. - What to fill in: Overall, manual SMS actions provide flexibility, allowing you to combine automated processes with human involvement. They enable you to add personalization, decision-making capabilities, and adaptability to your workflows, ensuring better customer experiences and more effective management of complex scenarios. - Controls: PLAY - Next: The blue " PLAY " button will display the pending manual actions Click on "Manual Actions" ![Where and how to use Manual Actions on the Mobile App (image 3 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155001343898/original/25zCJMAqFHzKt7tDxG7uYk2it31ZKPfEFA.png) **Where and how to use Manual Actions on the Mobile App (image 3 of 6)** This screenshot appears in the "Where and how to use Manual Actions on the Mobile App" section of "How to set up a Manual SMS action". For context, this section explains: The blue " PLAY " button will display the pending manual actions. Immediately after, the guide continues: The blue " PLAY " button will display the pending manual actions. - Controls: PLAY - Next: The blue " PLAY " button will display the pending manual actions The blue "**PLAY**" button will display the pending manual actions  ![Where and how to use Manual Actions on the Mobile App (image 4 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155001500673/original/ZocmBGuMAI_5AFVS9l0zqdbm0roDhxmNJw.png) **Where and how to use Manual Actions on the Mobile App (image 4 of 6)** This screenshot appears in the "Where and how to use Manual Actions on the Mobile App" section of "How to set up a Manual SMS action". The text alongside this image reads: The blue " PLAY " button will display the pending manual actions. Immediately after, the guide continues: If this is a manual call, the call pop-up will appear, and you will be able to select an option based on how your call went, which will be reflected in your call reporting. - What this covers: The blue " PLAY " button will display the pending manual actions - Controls: PLAY - Next: If this is a manual call, the call pop-up will appear, and you will be able to select an option based on how your call went, which will be reflected in your call reporting. If this is a manual call, the call pop-up will appear, and you will be able to select an option based on how your call went, which will be reflected in your call reporting. ![Where and how to use Manual Actions on the Mobile App (image 5 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155001345244/original/qeOqcz1xiU8td-IB9-aP0e2I5z2MQcDcyA.png) **Where and how to use Manual Actions on the Mobile App (image 5 of 6)** This screenshot appears in the "Where and how to use Manual Actions on the Mobile App" section of "How to set up a Manual SMS action". The text alongside this image reads: If this is a manual call, the call pop-up will appear, and you will be able to select an option based on how your call went, which will be reflected in your call reporting. Immediately after, the guide continues: Please be aware that campaigns and triggers will no longer be supported in the future. We recommend switching over to workflows, as they provide a much more powerful experience. These features (Campaigns & Triggers) will be depricated TBD. - What to choose: If this is a manual call, the call pop-up will appear, and you will be able to select an option based on how your call went, which will be reflected in your call reporting. - Controls: PLAY - Next: Please be aware that campaigns and triggers will no longer be supported in the future. We recommend switching over to workflows, as they provide a much more powerful experience. These features (Campaigns & Triggers) will be depricated TBD. --- # **How to add a Manual SMS action in a Campaigns (Will be Depricated)** **Please Note:** Please be aware that campaigns and triggers will no longer be supported in the future. We recommend switching over to workflows, as they provide a much more powerful experience. These features (Campaigns & Triggers) will be depricated TBD. --- # **FAQ** ### **Where do users go to complete manual actions?** #### **Desktop App:** Manual actions are located under the **Conversation tab > Manual Actions** ![Desktop App: (image 6 of 6)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48253972318/original/bEu8xeg7XZLMWcQ6E81tNWbWsBwbUN9SdA.gif) **Desktop App: (image 6 of 6)** This animation appears in the "Desktop App:" section of "How to set up a Manual SMS action". The text alongside this image reads: Manual actions are located under the Conversation tab > Manual Actions. Immediately after, the guide continues: Manual actions are located under the Conversation tab > Manual Actions. See here. - What this covers: Manual actions are located under the Conversation tab > Manual Actions - Controls: Conversation tab > Manual Actions - Next: Manual actions are located under the Conversation tab > Manual Actions. See here #### **Mobile App:** Manual actions are located under the **Conversation tab > Manual Actions. [See here](https://docs.ghlcustomercare.com/docs/conversations/manual-actions/how-to-set-up-a-manual-sms-action)** --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com