How SMS Works
Your AI phone number can send and receive text messages through Twilio. When a customer texts your AI number, the AI reads the message and replies using the same Knowledge Base it uses for phone calls. This means your AI gives consistent answers whether someone calls or texts.Enabling SMS Auto-Reply
Toggle SMS Auto-Reply ON
In the page header, you’ll see the “SMS Auto-Reply” toggle. Turn it ON (green).
SMS auto-reply uses the same AI knowledge as your phone receptionist. If you’ve set up your Knowledge Base for calls, SMS replies are ready to go.
What Happens When a Customer Texts
- Customer sends a text to your AI phone number
- The AI reads the message and generates a reply based on your Knowledge Base
- The reply is sent back as an SMS from your AI number
- The full conversation appears on your Conversations page
- You can take over the conversation at any time by typing a manual reply
Automatic SMS Confirmations
When the AI books an appointment during a phone call, an SMS confirmation is sent automatically to the customer. This includes:- Business name
- Appointment date and time
- Service booked
SMS Opt-Out
Customers can opt out of SMS at any time:- Customer texts STOP to your AI number
- They’re immediately removed from all future SMS messages
- An “Opted Out” badge appears on their conversation
- The customer can text START to re-subscribe at any time
Checking Opt-Out Status
- Go to Conversations in the sidebar
- Look for the “Opted Out” badge next to the customer’s conversation
- Opted-out customers still appear in your Leads list — you can see their info and call history, but SMS won’t be sent to them
Troubleshooting SMS
SMS not sending
| Possible Cause | Solution |
|---|---|
| SMS Auto-Reply is OFF | Go to Conversations → toggle it ON |
| Customer opted out | Check for “Opted Out” badge — customer needs to text START |
| Wrong number format | Numbers must be in international format: +44 for UK, +1 for US (not 044 or 01) |
| Carrier blocking | Some carriers block automated messages. Ask the customer to text your AI number first to “whitelist” the conversation |
| No phone number provisioned | Go to Phone page — make sure you have an active AI number |
Customer says they didn’t receive the text
- Check the Conversations page — does the message show as sent?
- Ask the customer to check their spam/junk folder (some phones filter unknown senders)
- Verify the customer’s phone number is correct on their lead card
- If the message shows as sent but wasn’t received, the carrier may be filtering it — contact support with the customer’s number
International Numbers
| Country | Format | Example |
|---|---|---|
| UK | +44 followed by 10 digits | +447700900123 |
| US | +1 followed by 10 digits | +12025551234 |
| AU | +61 followed by 9 digits | +61412345678 |
Character Limits
- A single SMS segment is 160 characters
- Longer messages are automatically split into multiple segments and reassembled on the customer’s phone
- The AI keeps replies concise, but detailed answers may span 2-3 segments
- There’s no extra charge for multi-segment messages — SMS is included in your plan
Cost
SMS is included in your plan at no extra charge. There are no per-message fees, no setup costs, and no limits on the number of texts sent or received.CloseTheCall — AI Receptionist for Local Businesses · Built by Quantum AI WebApps Digital LLC · Dashboard · Support · © 2026