SMS Channel
SMS lets your agent send and receive text messages on the agent's phone number.
The voice agent can also send short SMS confirmations during a call when the Guest agrees.
Why it matters for your business
- Save money: simple confirmations are cheaper than another call.
- Work faster: the agent can send details while the Guest is still engaged.
- Standardize service: follow-up messages use the same approved tone.
- Delight every Guest: Guests leave the conversation with written confirmation.
What SMS can do
SMS can support:
- inbound text messages,
- automatic AI replies when enabled,
- test SMS from the app,
- short confirmations during calls,
- appointment details, addresses, links, reservation numbers, or concise summaries.
Consent and safety rules
The agent should send SMS only after the Guest asks for it or agrees to receive it.
Do not send sensitive personal data, payment data, passwords, or secrets by SMS.
If sending to a number different from the caller's number, confirm the number first.
Step-by-step in the app
- Open Agent → Connections.
- Find SMS under communication channels.
- Configure the channel for the agent's phone number.
- Enable automatic replies if needed.
- Enable the voice-call SMS confirmation tool if needed.
- Send a test message.
- Review sent and received messages in History.
Cost note
History may show estimated message costs. Current release notes describe agent-sent SMS as $0.05 per message. Treat displayed costs as visibility for operations; billing pages and invoices remain the source for wallet and invoice status.