Voice and SMS together: confirm delivery and preserve the right context
Design an explicit call-to-message workflow with permission, delivery evidence, reply handling and bounded history.
Table of Contents▼
A written follow-up can help a caller retain a confirmed time or reference number. It only helps if the destination is correct, the message is permitted and the underlying information is accurate. A call ending does not automatically mean a confirmation should be sent.
Define the transition explicitly
For a booking confirmation, first verify that the booking exists. Then confirm the supported destination and the permission needed for the message. Send only the details appropriate for that recipient, through the configured messaging action.
Distinguish a queued message, carrier acceptance and any available delivery result. None of these proves the recipient read it. An uncertain send needs reconciliation before another attempt to avoid duplicate messages.
Plan what happens to replies
A reply can be a correction, an opt-out, a new request or a question the assistant cannot answer. Decide which system receives it and who owns the next step. Receiving an SMS does not prove that a voice session will later see the full conversation.
Burki retains SMS services alongside LiveKit voice and has scoped conversation-context restoration. History is bounded and policy-dependent. Do not promise universal cross-channel memory, instant replies or automatic rescheduling from any message.
Test the boundaries with controlled endpoints
| Scenario | Check |
|---|---|
| Successful booking | Message details match the returned booking |
| Failed booking | No false confirmation is sent |
| Wrong destination | No unrelated customer's information is disclosed |
| Send timeout | State remains inspectable and retries do not duplicate blindly |
| Later reply | It reaches the intended supported workflow |
| Opt-out | The authoritative messaging restriction is updated and respected |
These are workflow acceptance criteria. Available actions and carrier behavior must be verified for the actual configuration.
Keep channels and costs visible
Telephone, messaging and model usage can be billed separately. Free browser practice does not fund live SMS or a real telephone campaign. Review the quote and enabled actions before testing.
Avoid claiming that reminders reduce no-shows or confirmations improve retention without observed results. Measure accurate deliveries, unresolved replies and the intended customer outcome. Use the memory guide for historical context and the contact-control checklist when planning outreach.
Ready to try Burki?
Create an assistant and check your available browser practice allowance.
Create your assistantTrial eligibility and available practice are shown in your workspace.