Using Kixie Texts (SMS) in HighLevel Automations

Automated text messaging is one of the most effective ways to engage leads and customers. By leveraging Kixie’s powerful SMS capabilities inside HighLevel, you can easily set up outbound texts, handle inbound replies, and even automate “STOP” unsubscribe flows—no coding required. In this comprehensive guide, we’ll cover the basics of integrating Kixie texts into HighLevel Workflows and then dive into advanced automation strategies that can supercharge your engagement and efficiency.

Why Automate Texts (SMS) with Kixie and HighLevel?

Accelerate Lead Response: Automated texts are opened and responded to faster than emails or calls.
Enhance Customer Engagement: Combine Kixie’s phone and SMS features for immediate, convenient outreach.
Stay Organized: HighLevel Workflows centralize your customer journey, while Kixie logs call/SMS activity seamlessly.
Maintain Compliance: Quickly manage “STOP” or “UNSUBSCRIBE” requests to keep your list healthy and TCPA-compliant.

Below, we’ll walk through both outbound and inbound SMS automations, show how to automatically unsubscribe contacts who reply “STOP,” and explore advanced SMS automation ideas (like surveys, multi-channel campaigns, and more).

Part 1: Basic Setup and Integration

1. Sending Outbound SMS via Kixie from a HighLevel Workflow

Create a New Workflow in HighLevel
In HighLevel, go to Automations > Workflows > Create Workflow. Choose a trigger that fits your use case, for example:
- “Pipeline Stage Changed”
- “Contact Tag Added”
- “Form Submitted”

Add a Webhook Action Step
Within the workflow, add an action step of type “Webhook” or “HTTP Request”. You’ll post to the Send SMS endpoint provided by Kixie:

POST https://apig.kixie.com/app/event?apikey=YOUR_API_KEY
Content-Type: application/json

{
  "businessid": "12345",
  "email": "your_kixie_login@domain.com",
  "target": "{{contact.phone}}",
  "eventname": "sms",
  "message": "Hi there! Thanks for your interest!",
  "apikey": "YOUR_API_KEY"
}

{{contact.phone}} maps to the contact’s phone number in HighLevel.
message is the SMS text content you want to send.

Save & Test
Publish the workflow, then trigger it manually or through a lead event. Kixie will send the specified SMS text to the phone number on file.

That’s all it takes to send SMS from HighLevel via Kixie. This opens the door for automatic text follow-ups, abandoned-cart notifications, appointment reminders, and more.

2. Handling Inbound Text (SMS) Replies in HighLevel Using Kixie’s SMS Webhook

Kixie’s SMS Webhook posts to your chosen URL whenever a text is received or sent. In this case, we’ll send inbound messages back into HighLevel to log the contact’s reply or trigger further automations.

Set Up an “Incoming Webhook” Trigger in HighLevel
1. Go to Workflows > Create New Workflow.
2. For the trigger, select “Incoming Webhook”.
3. Copy the unique webhook URL HighLevel provides.
Create/Update Your SMS Webhook in Kixie
1. In the Kixie Dashboard, navigate to Manage > Account > Integrations (or “Manage Kixie Event Webhooks”).
2. Click Create Webhook (or edit an existing one) and set:
- Event Name: sms (covers both incoming and outgoing)
- Webhook URL: Paste the HighLevel webhook link you just copied
3. When a new inbound text arrives to your Kixie number, Kixie sends the JSON payload to HighLevel’s webhook.
Use the Data in Your Workflow
Inside HighLevel’s Workflow builder, you can reference fields like:
```
{{webhookData.data.from}}
{{webhookData.data.to}}
{{webhookData.data.direction}}
{{webhookData.data.message}}
...
    
```
- direction = “incoming” or “outgoing”
- message = The text reply, e.g. “Thanks!” or “STOP”

3. Automating “STOP” Unsubscribes & Compliance

One critical use of two-way texting is handling opt-outs. If someone replies “STOP,” you can automatically remove them from future SMS outreach in HighLevel. Here’s how:

Add an If/Else Step in HighLevel
After the “Incoming Webhook” trigger, add If/Else logic. For example:
- If {{webhookData.data.direction}} == “incoming” AND {{webhookData.data.message}} contains “STOP”
- Then apply an “Unsubscribed” tag or update a “Do Not Text” custom field on the contact
Remove from Future SMS Campaigns
You can also add steps to remove them from a HighLevel Campaign or Workflow, ensuring they no longer receive texts.
Confirm via Notification
Optionally, send an internal alert to your team that the contact unsubscribed. This keeps everyone updated and maintains compliance.

4. Practical Two-Way SMS Flow Example

Bringing it all together, here’s a concise outline of a “conversation loop” in your sales process:

Trigger (Outbound): HighLevel detects a “New Lead” or “Tag Added,” then sends SMS via Kixie’s Send SMS endpoint.
Inbound Reply: The lead replies. Kixie’s “SMS” webhook fires, passing the message, contact info, and direction to HighLevel.
HighLevel Workflow: If the message is “STOP,” auto-tag “Unsubscribe.” Otherwise, store the message in a custom field, send a notification to a sales rep, or trigger additional automations (like a follow-up call, email, or a tag-based funnel).

5. Best Practices for Kixie SMS & HighLevel

Obtain Proper Consent: Always ensure you have explicit or implied consent to text your leads and customers.
Honor Opt-Outs Instantly: When a contact texts “STOP,” remove them from SMS sequences immediately.
Test Thoroughly: Send test messages to confirm the correct fields (e.g., {{contact.phone}}) and verify inbound/outbound triggers in your HighLevel Workflows.
Keep Messages Short & Personal: People prefer concise, personalized texts—especially on the first outreach.
Use Tags & Custom Fields Wisely: Mark unsubscribes, hot leads, etc., so you can segment follow-ups without manual effort.

Part 2: Advanced SMS Automation Ideas for Kixie Texts in HighLevel Workflows

Beyond the fundamentals, leveraging Kixie’s integration within GoHighLevel (HighLevel) opens up a range of advanced automation possibilities. By using SMS in creative ways, businesses can enhance their workflows, improve efficiency, and boost customer engagement. Below are several high-impact SMS automation ideas, organized by theme, along with real-world insights.

1. Conditional and Personalized Messaging

Branching Follow-Ups: If a lead hasn’t responded to an initial message or call, schedule a different follow-up SMS than if they had replied. You can create conditional drip campaigns that send texts progressively based on criteria like engagement level or lead score. For instance, if a contact visits your pricing page multiple times, trigger a helpful SMS (“Hi! Do you have questions about our pricing?”) to capitalize on their interest.
Call Outcome Triggers: With Kixie’s integration, actions in the dialer can trigger automated texts in HighLevel. If a sales rep dispositions a call as “No Answer” or leaves a voicemail, the system can instantly send a follow-up SMS (“Sorry I missed you – feel free to text or call back when you’re free.”). This multi-touch tactic engages the prospect via text if they ignore voicemail.
Personalized Content & Segmentation: Use HighLevel’s workflow filters to segment contacts and personalize SMS content. For example, if a contact’s profile indicates interest in Product A vs. Product B, send tailored messages highlighting relevant features. Kixie’s integration makes it easy to scale automated texts with merge tags for names, appointment times, etc.

2. SMS Surveys and Feedback Collection

Post-Purchase or Post-Service Surveys: Automatically send a polite SMS asking for feedback after a purchase, appointment, or support interaction. For example: “Thanks for visiting us! On a scale of 1-5, how would you rate your experience?” Based on the reply, you can trigger different follow-up messages or requests for online reviews.
Net Promoter Score (NPS) via SMS: An automated text asks “How likely are you to recommend us to a friend? Reply 0-10.” Then segment contacts into promoters (9-10), passives, or detractors. Promoters receive a quick “thank-you” and referral incentive, while detractors get a message expressing concern and an invitation to connect with support.
Event or Webinar Feedback: After a webinar, class, or event, use an automated text to ask attendees “How did you enjoy the event? Reply with any feedback.” This quick approach often yields higher response rates than email, and you can trigger further tasks if someone reports an issue or wants more info.

3. Automated Reminders and Notifications

Appointment Confirmations & Reminders: The moment a new appointment is booked, HighLevel can fire off a confirmation SMS with the details. Then, a day or two before the appointment, a scheduled reminder text can go out automatically. Many businesses see far fewer no-shows by implementing text reminders. For example, Solar Power Pros used Kixie’s automated call and text cadences to lower no-show rates by 50%.
Service and Payment Reminders: SMS can gently prompt customers about upcoming obligations—like a dentist’s office reminding patients a week before a cleaning. Or an accounts receivable team sending a payment reminder text a few days before an invoice is due. These nudges are short, direct, and highly likely to be read quickly.
Internal Alerts via Text: You can also improve internal workflows by sending SMS alerts to team members. For example, if a new high-value lead fills out a form, instantly text the assigned salesperson: “New VIP lead from the website – contact ASAP!” This ensures time-sensitive updates aren’t missed.

4. Multi-Channel Workflows for Higher Engagement

SMS + Phone Call Sequences: Combine calls and texts in your sales cadence. If a prospect doesn’t answer your call, let an automated SMS immediately follow: “Hi, I just tried calling to discuss your inquiry…”. HighLevel can detect the call outcome via Kixie and automatically send the text, ensuring seamless multi-channel follow-ups.
Texting to Augment Email Campaigns: If you run email nurture campaigns, add SMS touches at key moments. For example, after sending a crucial offer via email, follow up with a text: “Hi {Name}, we sent you info about {offer}. Have any questions?” This can significantly boost engagement, especially for time-sensitive campaigns.
Integrated Sales Workflows: Build sophisticated sales workflows that move leads through scheduled calls, voicemail drops, and automated SMS in sync. If the lead replies at any point (or texts “STOP”), branch your automations accordingly. This approach ensures you connect with more leads using fewer manual steps.

5. Interactive SMS Campaigns and Keywords

SMS Keyword Campaigns: Let customers text a keyword to your business number to trigger an automated response or action. For example, “Text INFO to 12345 for a free day pass.” HighLevel (via Kixie) detects the keyword and replies with the requested info, also capturing the phone number for future marketing—always respecting opt-in and opt-out compliance.
Two-Way Appointment Scheduling: Offer time slot choices via text. For instance: “Reply 1 for Mon 9-11am, 2 for Mon 1-3pm…” Then confirm the chosen slot automatically. This interactive style saves time on back-and-forth calls.
Collecting Data or Preferences: Need additional info from a customer? Automate an SMS to ask. For example, “We’re preparing your quote. When is the best time of day to reach you: Morning, Afternoon, or Evening?” Store their reply and adapt future workflows accordingly.

6. Industry Highlights and Use Cases

Real Estate: Agents rely on quick communications and personal touch. Automated SMS can instantly introduce the agent when a new lead inquires about a property. You can also send open-house reminders or schedule follow-ups after showings—helpful when realtors are on the go.
Home Services & Solar: Scheduling in-home appointments makes no-shows a costly problem. Automated text reminders have been shown to reduce no-shows significantly (Solar Power Pros saw a 50% improvement). You can also notify customers of technician ETAs or collect feedback post-service.
Healthcare and Wellness: Medical offices use SMS reminders to cut no-shows by as much as 38%. Patients often prefer texts to phone calls. Automated HighLevel + Kixie workflows can handle appointment confirmations, day-of reminders, post-visit surveys, and more—freeing staff to focus on patient care.
E-commerce & Retail: Use SMS to confirm orders, provide shipping updates, and send promotional offers. Text alerts have drastically higher open rates than email. Retailers also leverage Kixie’s integration to send discount codes or back-in-stock notifications to segmented lists.
Professional Services & Financial: Remind clients of upcoming deadlines (renewals, filings) or send short checklists before appointments. Financial services and law firms benefit from quick, concise texts to ensure no detail is overlooked—while always respecting compliance (FINRA, HIPAA, etc.).

7. Real-World Results with Kixie SMS Automations

Faster Lead Response: Automated texting contributes to a much quicker “speed-to-lead.” The moment a new inquiry arrives, HighLevel can send a personal SMS greeting, dramatically increasing the likelihood of a timely conversation.
Efficiency and Time Savings: Offload routine messages—like appointment reminders—to automated SMS. Teams save countless hours by not manually typing out the same texts. Some healthcare sales teams see 30-40 minutes saved per agent per day just from SMS templates.
Higher Engagement Rates: Important communications (renewal notices, event reminders, feedback requests) are far more likely to be seen via text, with open rates often above 90%. This leads to more responses, better follow-through on appointments, and smoother sales or customer service processes.
Improved Customer Experience: People appreciate immediate, convenient communication. Quick surveys and follow-ups show that you value their input. Automated texting meets modern expectations and fosters loyalty, while letting you maintain a personal touch at scale.

Conclusion & Best Practices

By combining basic SMS integration with advanced workflows, you can transform how you engage customers and manage lead flow. Here are the top considerations as you implement or refine your SMS strategy:

Ensure Compliance: Always have customers opt in to receive texts, and promptly honor “STOP” requests. Include your business name in messages and avoid texting during odd hours.
Keep Messages Short & Clear: SMS is a short-form channel; be concise and direct. If you’re confirming an appointment, include key details and make it easy for the customer to respond.
Leverage Personalization: Use merge fields (e.g., {Name}, {AppointmentTime}) and segment your lists so each text feels relevant to the recipient.
Monitor Performance & Refine: Track response rates, opt-outs, and conversions. A/B test message variations, timing, and frequency to optimize your results over time.

With a few easy setup steps—creating a “Send SMS” webhook, configuring an “Incoming Webhook” for replies, and building If/Else logic around “STOP”—you’ll have a robust two-way texting system inside HighLevel. From there, consider more advanced tactics like conditional drip campaigns, interactive surveys, multi-channel cadences, and more. The end result: faster lead engagement, happier customers, and a substantial boost in efficiency and revenue.

Ready to get started? Try Kixie for free or reach out to learn how advanced SMS automation can supercharge your HighLevel workflows and drive better conversion rates today.