Email and SMS (on Goal and booking)

What the page is for

Email and SMS is no longer a tab in the menu. The four cards sit at the bottom of the Goal and booking tab, below that tab's own content (moved 26/10-2026). The cards control how your AI assistant works by email and SMS: whether there is a follow-up when the lead does not answer, and whether emails may be sent as well (SMS is always on). The customer's own SMS number is here, so it is easy to copy, and the owner can set up call forwarding from his mobile.

This is where the customer goes when he finds that there is too much or too little follow-up, or that messages go out on the wrong channel.

Email and SMS was split off from Lead settings on 8 October 2026, and Lead settings no longer exist. The time zone and the language for your AI assistant are now on the Language and time zone tab. An old link to Lead settings lands there. An old link to the Email and SMS tab (?tab=mail-sms) lands on Goal and booking.

What it looks like

Open Goal and booking in the menu under TRAINING CAMP and scroll all the way down. The cards sit below the tab's own content. The menu under TRAINING CAMP is: Your business, Products and services, Goal and booking, Chatbot and Social media (plus What your AI assistant knows, when it is shown). Employees do not see Products and services. On the phone the items are in the same order in the list of settings. WhatsApp is not connected under Social media, but under Integrations.

Who sees the cards: a customer with agents (the package the agency chooses with Change agents in the partner portal) only sees them when the package has the Booking agent, because the Booking agent is the one that replies and follows up by email and SMS. If the customer only has the Chatbot or the Social media agent, the cards are not shown on Goal and booking. Customers without agents always see the cards.

The cards have no shared heading and sit directly below the content of Goal and booking. Up to four cards, from top to bottom (the last can be missing, see below):

1. Your SMS number with the number and the button Copy. If the number is Swedish, the badge SMS only sits next to it with an explanation below.
2. Automatic follow-up with a toggle in the header that says Enabled or Disabled. When it is on, the card unfolds with Time before follow-up and a slider with a number of hours. On a phone there is a minus and a plus button next to the slider.
3. Channels with one toggle, Send emails. If the customer has no email connected, the toggle is grey and off, and below it it says "You have no email connected, so your AI assistant replies by SMS. Leads that came in through the chat get their answers in the chat." with the link Connect email.
4. Missed calls from your mobile, where the owner sets up his mobile so calls he does not answer are passed on to his number. The card is only shown to the owner and only when there is a mobile number. It has its own page in the handbook: Missed calls from your mobile.

There is no save button. Each card saves itself as soon as the customer has touched it, and there is deliberately NO confirmation when it goes well. If a save fails, a yellow text appears on the card with Try again, and at the top of the tab it says "1 change was not saved", which you can click to jump down there.

Buttons and fields

Automatic follow-up (toggle)

On, your AI assistant sends a follow-up if the enquiry does not reply. Off, no follow-up is sent, and the hours slider below is hidden. The toggle saves itself immediately. An enquiry that came in through the chat on the website never gets a follow-up, whatever the toggle says.

Time before follow-up (slider, plus and minus)

How many hours pass from the last message until the follow-up is sent. The range is 1 to 72 hours. The slider saves when it is released; on a phone you hit the exact number with the minus and plus buttons, which save on every click.

Channels: Send emails (toggle)

SMS is always on and cannot be switched off. The toggle Send emails decides whether your AI assistant may also write to enquiries by email. That requires the customer to have an email connected and the toggle to be on. Off, the AI assistant starts no new email conversations and sends no follow-ups by email, and no emails can be sent in Conversations. If a lead writes to the customer's connected email himself, the AI assistant can still reply in that thread. The toggle saves itself straight away. If the change is refused, the toggle rolls back to what is saved.

Under the heading Channels it also says that leads that came in through the chat on the website never get an SMS, and only get email about a booked appointment. The chat is a channel of its own and only answers in the chat, whatever the settings on these cards.

If the customer has no email connected, the toggle is grey, off and cannot be pressed. Below it it says "You have no email connected, so your AI assistant replies by SMS. Leads that came in through the chat get their answers in the chat." and the link Connect email, which opens Integrations. The customer's own choice is kept: once he connects an email, the toggle shows what he set again.

Your SMS number and Copy

Shows the number that the customer's own customers and enquiries receive SMS and calls from. Copy puts the number on the clipboard, changes briefly to Copied and confirms with "Number copied". If the number has not been assigned yet, it says "Waiting for your number…". The number cannot be changed or chosen here.

SMS only (badge next to the number)

Shown only for a Swedish number (+46). Swedish numbers can only send and receive SMS, they cannot call or be called. Below the number it says "Swedish numbers can only send and receive SMS. Calls to the number are not answered." Tapping the badge (or hovering over it) shows the same explanation. The badge cannot be switched off, and Danish and Finnish numbers never have it. The same badge sits next to the number in the main menu and in the menu behind the profile picture at the top right.

Try again (only after a failed save)

Sends the change that did not get through once more. It stays yellow on the card it belongs to until it is saved. If a rule in the app said no, there is an explanation instead of a button: nothing was ever sent, so there is nothing to retry.

What the customer sees afterwards

The changes hit leads directly and with no further action. If Automatic follow-up is switched off, leads that do not answer get no reminder any more. If Send emails is switched off, your AI assistant stops starting new email conversations, and enquiries are answered by SMS. An enquiry that only left an email address then gets no reply.

If the customer leaves the page in the middle of a save, it is sent by itself. If a save has FAILED, the app asks before you move on, with Save, Discard or Cancel.

Typical questions from the customer

"Where is the save button?"

There is none. Each card saves itself immediately, and deliberately there is no confirmation when it works. If a yellow text appears on a card, THAT one change is the one that has not been saved, and then the customer presses Try again.

"I cannot find the Email and SMS tab"

The tab no longer exists. The cards were moved on 26/10-2026 and sit at the bottom of the Goal and booking tab. If the customer does not see them there, he has agents and the package does not have the Booking agent. Without it the platform does not reply or follow up by email and SMS, so there is nothing to set. The agency can add the Booking agent with Change agents in the partner portal, and then the cards appear.

"Can you make it reply faster?"

Your AI assistant replies straight away. The Response time setting has been removed, so there is no waiting time to adjust.

"Can I switch SMS off and use only email?"

No. SMS is always on and cannot be switched off. The customer can only choose whether emails may ALSO be sent, with Send emails under Channels.

"Do I need to connect an email?"

No, email is optional. Without email your AI assistant answers enquiries by SMS. Enquiries that came in through the chat on the website get their answers in the chat and never an SMS. If the customer also wants to answer by email, he connects his email under Integrations, and then Send emails can be switched on.

"Why is the Send emails toggle grey?"

The customer has no email connected. The link Connect email below the toggle leads to Integrations, where the email is connected.

"Can I call to or from my SMS number?"

With a Danish or Finnish number, yes. If it says SMS only next to the number, it is a Swedish number, and it can only send and receive SMS. If a lead calls the number, the call is not answered, and no calls can be made from it either. The card for forwarding from the mobile is therefore not shown.

"Can I write the text of the SMS after a missed call myself?"

No. The text is the same for everyone and cannot be edited.

"Where is the card Auto-SMS for missed calls?"

It has been removed (9/10-2026). The SMS after a missed call from an unknown number is always sent and cannot be switched off. On first contact a line is added automatically saying that the message comes from the company's AI assistant; that is a legally required disclosure. If the customer's number cannot receive calls at all (Swedish mobile numbers are SMS-only), a missed call never happens.

Limitations and errors

The cards control only the four things above. Timezone and language are on Language and time zone. There is no choice of phone number and no editing of the SMS text for unanswered calls, and that SMS cannot be switched off either. SMS cannot be switched off, not by the partner or support either.

Error messages: "Could not save" on a card (the change did not get through, press Try again) and "Could not save settings". If it says "1 change was not saved" at the top, EVERYTHING else is saved, and only that one card is missing.

If Your SMS number stays on "Waiting for your number…", the number has not been assigned yet. The customer cannot do anything about it himself, and it has to come in as a support ticket.