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Receiving Messages

Handle inbound SMS messages from customers with your AI assistant.

Overview​

Your assistant can receive and respond to:

  • Customer questions
  • Booking requests
  • Cancellation requests
  • Confirmation replies
  • General inquiries

How It Works​

Inbound Message Flow​

When customer texts your number:

  1. Message received by your assistant
  2. AI analyzes message content
  3. Determines appropriate response
  4. Replies automatically (if configured)
  5. Or creates task for human follow-up

Enable Inbound SMS​

Configure Receiving​

To receive messages:

  1. Go to AI Assistants
  2. Select assistant
  3. Go to Messaging tab
  4. Toggle "Receive SMS" ON
  5. Configure response behavior
  6. Click "Save"

Auto-Response Setup​

Configure Assistant Responses​

Add to assistant instructions:

Example for appointment requests:

When receiving SMS asking about appointments:
- Check available times
- Offer 2-3 options
- Respond within format: "We have openings on [Date] at [Times]. Reply with your preference!"

Example for general questions:

When receiving SMS with questions:
- Answer from knowledge base
- Keep response under 160 characters
- Include contact info if can't fully answer via text

Message Keywords​

Trigger-Based Responses​

Set up keyword responses:

STOP/UNSUBSCRIBE:

  • Automatically handled
  • Adds to opt-out list
  • No action needed

CANCEL:

If message contains "CANCEL" and customer has appointment:
- Confirm cancellation request
- Cancel appointment
- Send confirmation: "Appointment cancelled. Call [Phone] to reschedule. - [Business]"

CONFIRM:

If message contains "CONFIRM":
- Mark appointment confirmed
- Reply: "Thanks! See you [Date] at [Time]. - [Business]"

RESCHEDULE:

If message contains "RESCHEDULE":
- Offer available times
- Wait for selection
- Update booking

Conversation Threading​

Multi-Message Conversations​

Assistant maintains context:

  • Remembers previous messages
  • References earlier parts of conversation
  • Tracks state (booking in progress, etc.)

Example conversation:

Customer: "Do you have any openings tomorrow?"
Assistant: "Yes! We have 10am, 2pm, or 4pm. Which works for you?"
Customer: "2pm please"
Assistant: "Perfect! Booked for tomorrow at 2pm. Name?"
Customer: "John Smith"
Assistant: "All set, John! See you tomorrow at 2pm. - [Business]"

Viewing Inbound Messages​

Message Inbox​

Access received messages:

  1. Go to Analytics → Messages
  2. Filter by "Inbound"
  3. See all customer texts
  4. Click to view full conversation

Message details show:

  • Customer phone number
  • Message timestamp
  • Full message text
  • Assistant's response (if any)
  • Conversation thread

Human Handoff​

When to Escalate​

Configure escalation rules:

Example instruction:

If customer message is:
- Complaint or angry
- Complex question beyond knowledge
- Urgent/emergency
Then: Create task for human follow-up and notify team

Escalation response:

"Thanks for your message. A team member will call you within [Timeframe].
For urgent matters, call [Phone]. - [Business]"

Opt-Out Handling​

STOP Requests​

Automatic opt-out:

  • Customer texts STOP, UNSUBSCRIBE, or CANCEL
  • Immediately added to opt-out list
  • Receives confirmation: "You're unsubscribed. Text START to resubscribe."
  • No more marketing messages
  • Transactional messages still allowed

Opt-in again:

  • Customer texts START
  • Removed from opt-out list
  • Confirmation sent

Message Notifications​

Alert Team​

Notify humans of inbound messages:

  1. Go to Settings → Notifications
  2. Enable "Inbound SMS Alerts"
  3. Select team members to notify
  4. Choose notification method

Notification options:

  • Email alerts
  • SMS to staff
  • Dashboard notification
  • Webhook to external system

Response Time​

Speed Matters​

Typical response times:

  • Instant: Automated keyword responses
  • < 30 seconds: AI-generated responses
  • Varies: Human handoff responses

Best practices:

  • Configure auto-responses for common questions
  • Set expectations if delay
  • Have backup human coverage

Inbound Message Costs​

Pricing​

Inbound SMS:

  • FREE - Doesn't count toward plan limit
  • Unlimited inbound messages
  • Only outbound messages count

Responses (outbound):

  • Count toward your plan
  • $0.01 per response (overage)

Troubleshooting​

Messages Not Received​

Check:

  1. SMS enabled for assistant
  2. Number is SMS-capable
  3. Customer sending to correct number
  4. Not blocked/spam filtered

No Auto-Response​

Verify:

  • Auto-response enabled
  • Instructions configured
  • Assistant understands trigger
  • Not at message limit

Best Practices​

1. Set clear auto-response rules

  • Define what triggers responses
  • Keep responses helpful and concise
  • Include next steps

2. Monitor conversations

  • Review message threads regularly
  • Identify common questions
  • Improve responses over time

3. Know when to escalate

  • Complex issues need humans
  • Angry customers get priority
  • Emergency situations immediate

4. Test thoroughly

  • Send test messages
  • Try different keywords
  • Verify responses make sense