What changed
Cisco moved four related items from Coming Soon to What's New on November 5. A Send SMS activity lets Voice Flows send texts to +E.164 numbers with dynamic values and Unicode content. A Send Email node adds recipients, subject, plain-text or HTML body, fallback text, sender name and manual attachments. Administrators configure SMS and email app assets for these nodes. Each SMS or email sent creates a linked secondary interaction tied to the parent call, which shows up in flow debug logs and Analyzer reports.
Vendor documentation (opens in a new tab)Why it matters
Sending a one-time password, a confirmation or a follow-up while the caller is still in the IVR or with an agent used to need an external integration. Now it can be done natively in the flow. Because each message appears as its own linked interaction, reporting teams should expect new secondary SMS and email records in Analyzer and decide how they count them.
CxCave practical context
Who should care
- Architects
- Developers
- Administrators
- Supervisors
Implementation considerations
REVIEWSet up the SMS and email app assets, pick candidate journeys such as OTP or post-call follow-up, and check how the linked secondary interactions affect Analyzer reports and volume counts before going live.
CxCave recommendation, not a vendor mandate unless explicitly stated.