The SMS feature in Freshworks CRM allows users to send SMS messages to their contacts. If you are using the feature for the first time, learn to set it up by referring to this article.  

Users can send SMS messages in the following ways in Freshworks CRM:

  1. Individual SMS messages to contacts

Users can send an SMS to their contacts from the landing page. Click the three dots icon and choose from Send SMS (Mobile) or Send SMS (Work).

Note: The Work and Mobile fields of the contact should be filled in order to send SMS

  1. Bulk SMS messages

  • Choose the set of Contacts from the list view and click the Bulk SMS button.

  • Use the SMS dialog box to compose an SMS. You can also use placeholders to personalize the messages.



    Once the Bulk SMS messages are sent, you will receive a success notification. You will also receive an email containing the Delivery report.
  1. Automated SMS messages to records and their owners through workflows.


Users can now configure workflows to send SMS to Contacts and owners. This can be done by choosing ‘Send SMS to owner’ or ‘Send SMS to contact’ from the workflow actions dropdown. Users can also configure their SMS messages. For Accounts and Deals, users can opt to send SMS to the owner and all related contacts associated with the record.    


For example, if you would like to notify a deal owner and the related contacts of subscription renewal, you can opt to set up a workflow that sends SMS notification to both of them.


Scenario: Send SMS messages to deal owners and associated contacts 20 days before subscription expiry date.

Which Record type:  Deal

When do you want to execute the workflow:  Everyday

Perform actions on a record: Runs recurrently for the same record.  

Conditions: Renewal Date is in 20 days

Actions:    (i) Send SMS to owner

                  (ii) Send SMS to related contacts

When you click the Configure SMS button, you will be presented with a dialog box that allows you to create an SMS template with placeholders.


After configuring the SMS for both the Deal owners and the related contacts, click Save and start.

  1. SMS via sales sequence: You can also send SMS sales sequences - both in Classic and Smart sequence. Click the Add SMS button while adding sequence steps to a sequence. Freshworks CRM also gives you the option to add placeholders to the SMS you send.