Overview
This automation runs when an agent is moved to a different status — for example, following up automatically as soon as an agent is marked Contacted.
Steps
Part 1: Build the Automation
Step 1: Open your agent status automations
Go to Automations.
Click Agents.
Select Agent Status Change.
Add the automation.
Step 2: Name it and choose the status
Enter an automation name.
Select the status that triggers it. The video uses Contacted.
Step 3: Set your timing
Choose your delay preference — day-based or delay-based.
Step 4: Add an SMS step
Set the delay duration for when this step runs.
Write your message, or select one of your SMS templates.
Set the fallback communication number.
The fallback number is used when the marketing campaign assigned to the agent has no phone number of its own. Without it, there is nothing for the message to send from.
Step 5: Add any other steps
You can also:
Add a task for your team
Add a note to the agent record
Notify team members — either specific people, or everyone assigned to that agent
Step 6: Save
Click Save.
Part 2: Test It
Step 7: Check the agent first
Open an agent and check their automations. There should be none running.
Step 8: Change the status
Move the agent into your trigger status — Contacted in this example.
Step 9: Confirm it ran
Click the automation icon again. Your automation will show as triggered.
Important Notes
The fallback communication number matters here. If the agent's marketing campaign has no phone number attached, the SMS sends from the fallback number instead.
Each step carries its own delay duration, so a follow-up can be spaced out rather than arriving instantly.
SMS templates can be reused, so the same follow-up wording is consistent across agents.
Notifications can go to named people or to everyone assigned to that agent.
Checking the agent's automations before and after the status change is the quickest way to confirm the trigger works.
Troubleshooting
Your automation did not trigger
Check the status on the automation matches the status you moved the agent into.
Your SMS did not send
The agent's campaign may have no phone number. Set a fallback communication number on the SMS step.
Your message arrived sooner or later than expected
Check the delay duration set on that step.
Your team was not notified
Check whether the notification targets named members or everyone assigned, and that the right people are assigned to the agent.
Summary
You built an automation for agent status changes. You opened Automations, Agents, and Agent Status Change, named it, and set it to trigger on a status such as Contacted. You added an SMS with its own delay, message or template, and a fallback communication number, plus tasks, notes, and team notifications. You then tested it by moving an agent into that status and confirmed the automation ran.