Prerequisites
- A verified phone number under Settings → Phone Numbers. The number must be verified before it can be used. The same number can handle voice and SMS. Turning on SMS does not change how voice calls route.
What You Will Configure
- Verified number — purchase or import a number with SMS capability and verify it under Settings → Phone Numbers.
- SMS channel — select that number and enable SMS under Channels → SMS.
- Test — text the number from a real phone and confirm the AI replies.
Go Live
Verify A Number
Go to Settings → Phone Numbers. Purchase a new number or verify an existing one. The number must reach Verified status before it can be used for SMS.
Enable The SMS Channel
Go to Channels → SMS. Select the verified number from the dropdown, toggle Enable SMS Channel on, and click Save Settings.
No AI reply? Check that Autopilot is enabled for SMS under your org’s autopilot settings. If the number is a US local number, confirm 10DLC registration is complete.
Timing And Limits
| Item | Detail |
|---|---|
| Inbound delivery | Incoming texts are delivered near-instant from the carrier. |
| AI reply | Typically seconds after inbound, depending on complexity. |
| Session auto-resolution | Inactive SMS sessions close after approximately 3 hours by default. |
Carriers may delay or filter messages—especially for unregistered US 10DLC numbers. The dashboard shows a warning when a US local number is selected without registration.
Related Documentation
Troubleshooting
Missing replies, delivery failures, and common fixes.
SMS Flow
Session matching, delivery path, and outbound format.
US Number Compliance
10DLC and toll-free registration for US numbers.
Human Handoff
AI to human escalation — applies to SMS sessions.