AWS SMS Automation
Send instant service outage SMS alerts to keep customers informed, reduce support queries, and maintain trust with real-time updates.
What This Automation Does
This automation helps you quickly notify customers when a service interruption occurs, so they’re not left guessing. It keeps communication clear and timely, which can reduce support requests and protect customer trust.
How It Works
When a service alert is triggered, the automation finds or creates the customer in ActiveCampaign, adds an incident-alert tag, and starts your incident communication automation. It then sends an SMS letting the customer know there’s an interruption and that your team is working on it. Once service is recovered, it sends a resolution text and logs the incident so you have a record of what happened.
Automation Table
| Step | What Happens | Why It Matters |
|---|---|---|
| 1 | A service alert is triggered | Starts customer communication immediately when an issue occurs |
| 2 | A contact is created or updated in ActiveCampaign | Ensures the right person is identified and their details stay current |
| 3 | The incident-alert tag is added to the contact | Helps you track who was notified and segment incident-related communications |
| 4 | An incident automation is started in ActiveCampaign | Keeps outreach consistent and organized during the incident |
| 5 | An outage SMS is sent to the customer | Proactively informs customers and reduces confusion and inbound tickets |
| 6 | After recovery, a resolution SMS is sent | Closes the loop and reassures customers the issue is fixed |
| 7 | The incident is logged | Creates a simple record for review and reporting |
SMS Message Variations
Variation 1: Hi {{first_name}}, we’re currently experiencing a service interruption. Our team is working to restore service as quickly as possible. Reply HELP for updates.
Variation 2: Hi {{first_name}}, heads up there’s a service outage right now. We’re on it and will share updates as we have them. Reply HELP for updates.
Who This Is Useful For
SaaS and app-based businesses that need to alert users quickly
IT, operations, or customer support teams managing service interruptions
Subscription or online service providers who want to reduce outage-related support volume
