Handle support conversations over text
How the SMS Agent works
The agent manages both inbound and outbound SMS Agent conversations. For inbound messages, it reads the customer's text, identifies intent (order question, appointment change, billing issue, product question), and either resolves the request directly or escalates to a human agent with full conversation context attached. For outbound sequences, it sends appointment confirmations, delivery updates, payment reminders, and follow-ups with personalized details pulled from your customer records. Responses stay concise and conversational, respecting the 160-character SMS Agent convention while remaining informative.
Why you need the SMS Agent open rates consistently exceed 90%, dwarfing email. Customers text for the same reason they prefer chat: it fits into their day without requiring them to sit on hold or compose a formal email. But most support teams treat SMS Agent as a notification channel (order shipped, appointment reminder) rather than a conversational support channel because managing two-way text conversations at scale requires tooling that traditional helpdesks do not provide natively.
How the SMS Agent compares
SMS Agent operates specifically over the text messaging channel with its unique constraints (message length, carrier formatting, opt-in/opt-out compliance). The Automated Response Agent handles ticket-based support across channels. The Live Chat Support Agent manages web-based chat conversations. If your customer base communicates primarily through text messages, this agent handles that channel natively.
