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SMS/MMS Setup

Enable text messaging for your AI assistants to send confirmations, reminders, and follow-ups.

Overview​

Messaging features:

  • Send appointment confirmations via SMS
  • Automated booking receipts
  • Reminder messages
  • Follow-up texts
  • Two-way conversations

Enable Messaging​

Enable for Assistant​

To enable SMS:

  1. Go to AI Assistants
  2. Select assistant
  3. Click "Calling" tab
  4. Toggle "Enable SMS" ON
  5. Click "Save"

Messaging now enabled for:

  • Outbound messages (sent by assistant)
  • Inbound messages (received from customers)

SMS-Capable Numbers​

Check Number Capability​

Not all numbers support SMS:

  • Local numbers: SMS-enabled by default
  • Toll-free numbers: SMS-enabled
  • Some ported numbers: May not support SMS

To verify:

  1. Go to Phone Numbers
  2. Find your number
  3. Check "SMS Capable" badge
  4. If not SMS-capable, request upgrade

Upgrade Number for SMS​

If number doesn't support SMS:

  1. Go to Phone Numbers
  2. Find number
  3. Click "Request SMS"
  4. Wait for confirmation (usually instant)
  5. SMS enabled

Note: Some ported landlines cannot be upgraded for SMS.

Configure Message Settings​

Message Preferences​

Set messaging options:

  1. Edit assistant
  2. Go to Messaging tab
  3. Configure settings

Available settings:

Auto-reply

  • Send automatic responses
  • Set business hours
  • Custom away messages

Message signature

  • Business name appended
  • Example: "- Voka AI Dental"
  • Required for compliance

Opt-out handling

  • Automatic STOP response
  • Opt-out list management

Testing Messaging​

Send Test Message​

Test SMS functionality:

  1. Go to assistant settings
  2. Click "Test SMS"
  3. Enter your phone number
  4. Click "Send Test"
  5. Verify message received

Test message includes:

  • Sample confirmation text
  • Proper formatting
  • Opt-out instructions
  • Business signature

Message Instructions​

Configure Assistant Behavior​

Add messaging to instructions:

Example instruction:

When booking is complete, send SMS confirmation:
"Your appointment with [Business] is confirmed for [Date] at [Time].
Reply CANCEL to cancel. - [Business Name]"

Best practices:

  • Be specific about when to send
  • Include all necessary details
  • Add opt-out instructions
  • Include business name

Automated Messages​

Confirmation Messages​

Set up auto-confirmations:

  1. In assistant instructions
  2. Specify trigger: "After booking"
  3. Define message template
  4. Include variables (date, time, service)

Example:

After successful booking, send SMS:
"Appointment confirmed: [Service] on [Date] at [Time].
Cost: $[Amount]. We'll send reminder 24hrs before. - [Business]"

Reminder Messages​

Schedule reminders:

  1. Configure in assistant settings
  2. Set reminder timing (24hrs, 1hr before, etc.)
  3. Define reminder template

Example:

Send reminder 24 hours before appointment:
"Reminder: Tomorrow at [Time] you have [Service] with [Business].
Reply CONFIRM or call [Phone]. - [Business]"

Message Cost​

Understanding Costs​

SMS pricing:

  • Outbound: Counts toward plan limit
  • Inbound: FREE (doesn't count)
  • Standard SMS: $0.01 each (overage)
  • MMS (images): $0.03-0.05 each

Plan includes:

  • Starter: 500 SMS/month
  • Professional: 2,000 SMS/month
  • Business: 10,000 SMS/month
  • Enterprise: Custom

See: Pricing Details

Troubleshooting Setup​

Messages Not Sending​

Check:

  1. SMS enabled for assistant
  2. Number is SMS-capable
  3. Sufficient plan limits
  4. Proper message format

Number Not SMS-Capable​

Solutions:

  • Request SMS capability upgrade
  • Use different number
  • Get new SMS-capable number

Test Message Not Received​

Verify:

  • Correct phone number entered
  • Phone number can receive SMS
  • Check spam/blocked messages
  • Try from different phone

Best Practices​

1. Enable for all capable numbers

  • Maximize communication options
  • Customers prefer SMS confirmations
  • Reduces no-shows

2. Test before going live

  • Send test messages
  • Verify formatting
  • Check delivery
  • Test opt-out functionality

3. Set clear instructions

  • When to send messages
  • What information to include
  • Professional tone
  • Include business name

4. Monitor usage

  • Track message volume
  • Watch for approaching limits
  • Optimize message frequency