Text Message (SMS)
Connect your AI assistant to SMS to handle customer conversations via text messages. Incoming SMS create conversation threads, and your AI can respond automatically with concise, plain-text replies.
Overview
The Text Message channel enables you to:
- Receive incoming SMS as conversation threads in AI SmartTalk
- Auto-respond using your AI assistant
- Send outbound SMS to customers
- Track conversations through persistent SMS threads
- Send campaigns via SMS newsletters
Key Features
| Feature | Description |
|---|---|
| AI SMS Processing | Automatically analyze and respond to incoming text messages |
| Direct Reply | AI responds automatically to SMS queries |
| Conversation Threads | Persistent conversations tracked by phone number |
| Campaign Support | Send bulk SMS through the newsletter system |
| CRM Integration | Incoming SMS linked to existing customer profiles |
Prerequisites
Before you begin, ensure you have:
- An active AI SmartTalk account
- SMS channel access enabled on your plan
Step-by-Step Setup
Step 1: Access SMS Channel
- Log into your AI SmartTalk account
- Navigate to Settings → Text Message
- Click Connect to enable the SMS channel
Step 2: Verify Configuration
Once connected, you'll see:
- Integration Active status
- Your assigned phone number (the "From" number for outbound SMS)
Step 3: Configure AI Behavior
Set up how your AI assistant handles incoming SMS:
| Setting | Description |
|---|---|
| Auto-reply | AI responds automatically to incoming messages |
| Response style | Configure AI personality for SMS (concise recommended) |
How SMS Channel Works
Incoming SMS Flow
Conversation Continuity
- SMS from the same phone number stay in the same conversation thread
- AI has context of the full conversation history
- Conversations are linked to CRM customer records when phone numbers match
SMS Limitations
SMS is a constrained channel compared to web chat or email. Keep these limitations in mind:
| Constraint | Detail |
|---|---|
| Max message length | 260 characters per message |
| Markdown | Not supported |
| Rich text | Not supported |
| Emojis | Not supported |
| Images / Files | Not supported |
| Voice messages | Not supported |
Configure your AI assistant's personality to generate short, concise responses suitable for SMS. Plain text only — no formatting, no links, no emojis. Keep messages clear and direct.
Use Cases
Customer Support
Quick answers via SMS:
- "What are your opening hours?"
- "Is my order shipped?"
- "How do I reset my password?"
Appointment Reminders
Send automated SMS reminders:
- Upcoming appointment notifications
- Confirmation requests
- Follow-up messages
Order Updates
Keep customers informed:
- Order confirmation
- Shipping notifications
- Delivery updates
Lead Engagement
Respond to inbound inquiries:
- Product questions
- Pricing requests
- Availability checks
Campaign / Newsletter SMS
You can send bulk SMS campaigns through the newsletter system:
- Navigate to Communication → Newsletters
- Create a new campaign targeting SMS subscribers
- Write your message (max 260 characters)
- Send to selected subscriber segments
Bulk SMS sending is subject to carrier regulations and costs. Ensure you have opt-in consent from recipients before sending marketing SMS.
Troubleshooting
| Issue | Solution |
|---|---|
| SMS not arriving | Verify the integration is active and the phone number is configured |
| AI not responding | Check auto-reply is enabled for the SMS channel |
| Response too long | Configure AI to generate shorter responses (260 char limit) |
| Messages truncated | Expected behavior — messages exceeding 260 characters are automatically truncated |
| Unknown sender | Phone numbers are matched to CRM contacts; unknown numbers create new conversations |
Managing SMS Channel
| Action | How |
|---|---|
| Enable | Settings → Text Message → Connect |
| View conversations | Chat view → filter by SMS channel |
| Disable | Settings → Text Message → Disconnect |
Comparison with Other Channels
| Feature | SMS | Web Chat | Gmail | Messenger |
|---|---|---|---|---|
| Max message length | 260 chars | Unlimited | Unlimited | 2000 chars |
| Rich text | No | Yes | Yes (HTML) | Limited |
| Images | No | Yes | Yes | Yes |
| Markdown | No | Yes | No | No |
| Threading | By phone | Session-based | Email thread | Conversation |
| Async | Yes | Session | Yes | Yes |
| Cost per message | Carrier rates | Free | Free | Free |
Best Practices
- Keep it short: Train your AI to respond within the 260-character limit
- Plain text only: No formatting, links, or special characters
- Be direct: SMS users expect quick, straight-to-the-point answers
- Opt-in consent: Always have consent before sending marketing SMS
- Identify yourself: Start with your business name for outbound messages
- Respect timing: Avoid sending SMS outside business hours