Auto-Reply — Agent Notes Trigger SMS
What Auto-Reply Does
When a ticket has the configured SMS tag, every public reply or note an agent posts on that ticket automatically sends an SMS to the customer — with no extra steps for the agent.
The agent writes a reply or note the same way they always would. The app intercepts that note event and sends the SMS in the background. A confirmation note with the Twilio Message SID is then added to the ticket.
Activating Auto-Reply on a Ticket
- Go to the ticket in Freshdesk or Freshservice.
- Add the configured SMS tag to the ticket. The tag is set in App Settings → SMS Tag (e.g.
twilio-sms). - From this point, every public reply or note on this ticket automatically sends an SMS to the requester.
Tickets without the tag are never affected — agents can post notes freely on untagged tickets without triggering any SMS.
Which Agent Surfaces Trigger Auto-SMS
The auto-reply fires regardless of where the agent posts the note:
| Surface | Auto-SMS triggered? |
|---|---|
| Freshdesk web UI | Yes |
| Freshservice web UI | Yes |
| Freshdesk mobile app (iOS / Android) | Yes |
| Freshservice mobile app (iOS / Android) | Yes |
| Slack integration | Yes |
The same SMS always goes to the same customer. There is no per-surface configuration.
Which Twilio Number Is Used as the Sender
The app uses the same Twilio number the customer originally messaged, so the customer sees a single consistent thread on their phone. The priority order is:
- The Twilio number stored when the ticket was created from an incoming SMS (retrieved from the app’s internal key-value store, keyed by ticket ID).
- The default outbound number configured in iparams, if no incoming number is recorded.
This means even if an agent creates the ticket manually (not from an incoming SMS), auto-reply still works — it just uses the default number.
What Gets Logged
After each auto-reply SMS is sent, the app adds a private confirmation note to the ticket containing:
- The message body that was sent
- The Twilio Message SID (for tracing in the Twilio Console)
- The from and to numbers used
These confirmation notes are marked internally so they never re-trigger the auto-reply flow. There are no feedback loops.
Loop Prevention
The app identifies its own generated notes (incoming SMS logs, outgoing SMS confirmations, failure alerts) using an internal signature. These notes are never treated as agent replies, so they cannot trigger further SMS sends.
Removing a Ticket from Auto-Reply
Remove the SMS tag from the ticket. From that point on, agent notes on that ticket no longer trigger SMS sends. No change is needed to any other setting.
Limitations
- Auto-reply is available on Freshdesk and Freshservice only.
- Only public replies and notes trigger auto-SMS. Private notes do not.
- The requester must have a phone number on their contact record for the SMS to be delivered.
Need Help?
Email support@taroo.in and we’ll respond within one business day.
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