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Run AI-powered SMS on a verified number. You configure it entirely from your OpenCX dashboard.

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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.
US local numbers (non-toll-free +1) require 10DLC registration before outbound texts can be delivered. Unregistered numbers are blocked by carriers. Have your EIN (or Canadian Business Number), legal business name, business address, and contact email ready. See US Number Compliance for full requirements.

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What You Will Configure

  1. Verified number — purchase or import a number with SMS capability and verify it under Settings → Phone Numbers.
  2. SMS channel — select that number and enable SMS under Channels → SMS.
  3. Test — text the number from a real phone and confirm the AI replies.

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Go Live

1

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.
2

Enable The SMS Channel

Go to Channels → SMS. Select the verified number from the dropdown, toggle Enable SMS Channel on, and click Save Settings.
3

Send A Test Text

Text your number from a real phone. The message should appear in the dashboard inbox. If is enabled for the SMS channel, the AI will reply as plain text.
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.

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Timing And Limits

Includes delivery speed, AI processing time, and .
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.

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.