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    SMS Channel

    Use SMS for automatic replies, test messages, short confirmations during voice calls, and owner notifications.

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    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, and owner summaries to sms_notification_number when a personal-inbound prompt collects a message for you.

    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.
    • Keep the owner informed: messages meant for you go to your notification number, not back to the Guest.

    What SMS can do

    SMS can support:

    • inbound text messages,
    • automatic AI replies when enabled,
    • test SMS from the app,
    • short confirmations during calls (send_sms_confirmation),
    • owner call summaries during or after conversations (send_sms_notification / owner notification),
    • appointment details, addresses, links, reservation numbers, or concise summaries.

    Consent and safety rules

    The agent should send Guest-facing SMS only after the Guest asks for it or agrees to receive it.

    Owner notification SMS goes to sms_notification_number from Business settings. It is not a Guest confirmation and does not replace Guest consent rules for caller-facing messages.

    Do not send sensitive personal data, payment data, passwords, or secrets by SMS.

    If sending a Guest confirmation to a number different from the caller's number, confirm the number first.

    Guest follow-ups vs owner delivery

    • Disconnect / recovery follow-ups go to the Guest. See AI Evaluations.
    • Owner summaries go to sms_notification_number.
    • If a Guest hangs up and continues by SMS, Voicetta can still send the collected owner note after the text thread is processed — so the agent does not need to paste the summary back to the Guest as a workaround.

    Step-by-step in the app

    1. Open Agent → Connections.
    2. Find SMS under communication channels.
    3. Configure the channel for the agent's phone number.
    4. Enable automatic replies if needed.
    5. Enable the voice-call SMS tools if needed.
    6. Set sms_notification_number under Settings → Business when using personal-inbound owner summaries.
    7. Send a test message.
    8. Review sent and received messages in History.

    Guest memory for SMS (and other channels) is configured on Agent → Memory, not in the SMS sheet.

    Cost note

    History may show estimated message costs. Agent-sent SMS is currently 5¢/message. Treat displayed costs as visibility for operations; billing pages and invoices remain the source for wallet and invoice status.

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