Target pallet order
Target orders a pallet of ice from SF Ice. The AI Phone Agent naturally confirms the request and applies its trained knowledge of the pallet’s weight and quantity.
AI text & SMS workflows
The Call Ends.
The Customer Stays Informed.
Turn call outcomes into useful confirmations, reminders, and follow-up.
Lacy.ai coordinates the workflow. Your approved messaging provider handles delivery.
- Call-triggered messages
- Approved messaging providers
- Timing and consent rules
- Connected CRM records
Real AI Phone Calls
Hear how Lacy handles real service business calls for San Francisco Ice.
Listen to real examples of Lacy answering calls, capturing details, recognizing customer needs, and moving each conversation toward the right next action.
Walgreens ice order
Walgreens requests the minimum number of ice bags. The AI Phone Agent uses knowledge base logic to determine the correct quantity and handles the order naturally.
Southwest Airlines order
Southwest Airlines orders a pallet of ice and updates the delivery address. The AI Phone Agent reasons through both requests and completes the call in a natural, human-like way.
These are customer calls handled for San Francisco Ice Company. Target, Walgreens, and Southwest Airlines are callers in these examples, not presented as direct Lacy.ai customers or endorsements. Sensitive details may be redacted for privacy.
How it works
From confirmed details to a useful update.
01
Capture the confirmed details.
Keep the appointment, contact information, and service need together when the call ends.
02
Apply the approved rules.
Use configured consent, timing, and message rules before passing the action to your approved messaging provider.
03
Keep everyone informed.
Trigger the customer update or team alert, then connect the outcome to the customer record.
Example workflow. Actions depend on your connected systems, approved prompts, and configured business rules.
Book a Free 30-Minute Demo →For your customers
Keep customers in the loop.
Confirm the visit, follow up on the request, and share useful updates.
01
Appointment confirmations
Trigger an approved confirmation after an appointment is successfully booked or updated.
02
Lead follow-up
Move qualified call outcomes into a timely follow-up path without relying on manual notes.
03
Reminders and updates
Use schedule, status, and service data to trigger relevant customer notifications.
For your team
The right alert.
The right person.
Turn urgent requests and callbacks into a clear handoff.
01
Urgent team alerts
Notify the right employee or department when a call requires escalation or fast action.
02
Callback workflows
Create a callback task, trigger a message, and keep the outcome attached to the customer record.
03
Multi-location routing
Apply location, service area, team, and operating-hour rules before the workflow fires.
A message with a purpose
Less uncertainty.
A clearer next step.
Connect the confirmed appointment to a useful customer update.
Confirmed details
01Appointment recorded
02Message prepared
03Delivery handled by approved provider
Illustrative confirmation
✓ Booking captured → approved provider → customer update
Example wording. Delivery and timing follow your configured provider and business rules.
Connected systems
One conversation.
A connected path.
- 01
Customer call
Inbound, outbound, after-hours, or follow-up conversation.
- 02
Structured outcome
Intent, contact data, appointment, urgency, and disposition.
- 03
Workflow rules
Approved trigger, timing, message type, and routing logic.
- 04
Messaging provider
Your connected provider or API performs delivery.
- 05
System update
CRM, calendar, task, and reporting records stay connected.
Customer context
Keep the details with the request.
✓Customer name and verified contact details
✓Service requested or reason for calling
✓Appointment date, time, and location
✓Call disposition and qualification status
✓Urgency, escalation, or callback requirement
✓Location, department, campaign, or lead source
From the call to your team
Lacy.ai coordinates the workflow
Lacy.ai does not need to replace your messaging provider. It connects conversation data to your approved systems and helps trigger the next action through configured workflows, APIs, and integrations.
Connected workflow
01Lacy.ai: capture and coordinate
02Approved provider: deliver
03CRM: preserve the outcome
Governance before automation
Set the rules.
Then automate.
Customer communication requirements vary by business, message type, jurisdiction, and provider. Lacy.ai helps teams operationalize the rules their business and qualified advisors approve.
01
Consent-aware triggers
Pass consent status and permitted communication rules into the workflow before an SMS action runs.
02
Timing controls
Apply business hours, delay windows, appointment timing, and escalation logic to the message path.
03
Auditable outcomes
Keep call summaries, dispositions, workflow actions, and system updates connected for operational review.
Implementation support
Build around your service process.
Lacy.ai helps map the call outcome, data fields, business rules, delivery connection, CRM update, exception path, and measurement plan before the workflow goes live.
01
Map the trigger
Define which verified conversation outcomes should create a customer message or internal alert.
02
Connect the stack
Configure the approved provider, API, CRM, calendar, and workflow destinations.
03
Test and optimize
Validate message paths, exceptions, data capture, handoffs, and reporting before launch.
Questions, answered
Text & SMS workflow FAQs.
Does Lacy.ai natively deliver SMS messages?
Lacy.ai coordinates conversation data, workflow logic, and the next action. SMS delivery can run through an approved messaging provider, integration, or API configuration connected to the workflow.
What events can trigger an SMS workflow?
Configured triggers can include appointment bookings, callback requests, qualification outcomes, status changes, urgent requests, reminders, and other approved call or system events.
Can the workflow include customer context from the call?
Yes. Structured fields such as contact details, service need, appointment information, urgency, location, and disposition can be passed into connected workflows when configured and appropriate.
Can Lacy.ai update the CRM when a message workflow runs?
Connected workflows can update CRM records, create tasks, preserve call outcomes, and trigger related actions based on the systems and rules configured for the deployment.
How are consent and opt-out requirements handled?
The customer is responsible for determining applicable requirements. Lacy.ai can help operationalize approved consent, timing, opt-out, disclosure, and escalation rules through configured workflows and connected providers.
Turn each customer call into a connected next step
See how Lacy.ai can connect AI Phone Agent outcomes to SMS workflows, CRM updates, scheduling, team alerts, and follow-up.