SMS Logic: How and When Text Messages Send in Gemini HQ

Text messages in Gemini HQ send based on three things:

• A trigger

• A workflow step

• A user-initiated action

• Everything falls into one of those buckets.

This guide explains how each one works so you always know when a message will fire.

1. Trigger-Based SMS (Automatic Messages)

These send when a specific event happens.

Common triggers include:
• A form is submitted
• A lead comes in from your website
• A call is missed
• A booking is created
• A tag is added
• A pipeline stage changes
• A workflow starts

How it works:
As soon as the trigger is met, Gemini HQ checks your workflow and sends the SMS based on the timing you set.

• “Send immediately” fires instantly

• “Wait ___ minutes/hours” sends after the delay

• Messages won’t fire if you pause or remove the contact from the workflow

Where you’ll see this:
• Missed-call text back
• First-touch lead responses
• Lead follow-up
• Nurture sequences
• Appointment confirmations and reminders

2. Workflow Scheduled SMS (Timed Messages)

These SMS send based on timers or scheduling inside your workflow.

Timing options include:
• Send immediately
• Wait for a set time (minutes, hours, days)
• Send on a specific day and time
• Only send during business hours
• Only send if conditions are still true

How it works:
The SMS sends when the timer finishes. If the contact no longer qualifies (example: they replied or booked an appointment), the system can skip the message if your workflow is built to do so.

Examples:
• “Wait 1 hour → Send follow-up text”
• “Send next morning at 9:00 AM”
• “If no reply after 24 hours → Send reminder”

3. Manually Sent SMS (User-Initiated Messages)

These send the moment you or your team hit “Send.”

Triggered by:
• Typing a text inside Conversations
• Clicking a saved SMS template
• Replying to an incoming text
• Your VA sending a message manually

These do not rely on workflows. They send instantly unless a carrier delay occurs.

Additional SMS Behavior You Should Know

A. Business Hours Settings

If “Respect business hours” is turned on in a workflow step, Gemini HQ will delay sending until the next business-hour window.

Useful for teams that don’t want overnight messages going out.

B. Carrier Filtering and SMS Delivery

Carriers may block a message if it appears promotional, contains certain phrases, or uses heavy links. If this happens:
• Gemini HQ retries automatically
• If delivery fails, an error appears in Conversations

C. When a Lead Replies

Replying can change workflow behavior depending on how your workflow is set up.

Most Convert workflows stop or pause the sequence when:
• A lead replies
• A lead books
• A lead is moved to a different pipeline stage

This prevents duplicate messages.

D. When a Lead Books an Appointment

If your workflow is built correctly:
• All nurture messages stop
• Appointment confirmations and reminders take over

No duplicate texts send.

E. Workflow Re-Entry

A contact will not re-start a sequence unless:
• Re-entry is allowed
• Or the trigger fires again

Example:
If your trigger is “Form Submitted,” and the contact submits the form twice, they will get the automation twice.

Quick Tip

If you’re unsure why a text did or didn’t send:
• Open the contact
• Click “Workflow”
• Review automation history
• Check Conversation logs for delivery errors

You’ll see a full time-stamped record of every message and workflow action.

When to contact Support

Contact Support if something is not functioning as intended within your plan’s defined scope.

For next steps, review the Gemini HQ Support Center and Support Policies, as support availability and response scope vary by Support Plan.