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Customers text the number you register in your OpenCX dashboard. The SMS channel receives every message. When is on, AI can reply. Your team sees all conversations in the shared inbox.
New here? Skim this page, then open Connect SMS to go live.

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Core Functionality

Customer texts arrive instantly. OpenCX matches them to existing contacts or creates new ones automatically — no manual setup per sender.
Your AI replies with plain text messages using the knowledge and tools you’ve configured. Autopilot controls which conversations get auto-replied.
Conversations stay threaded by phone number — a returning customer picks up where they left off. No extra setup needed.
Connect to Zendesk, HubSpot, Front, and others from the integrations settings.
When a customer needs a human, the conversation . Your agents reply from the inbox and the customer gets it as a text.
One number can handle both voice and SMS — enabling one doesn’t affect the other.
Numbers must be verified in your OpenCX dashboard before they can be used.

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Integration Options

Register a verified number, enable the SMS channel, and send a test text.

Connect SMS

Number verification, channel enable, first-message test.

Connect SMS

Number verification, channel enable, test message.

SMS Flow

Session matching, delivery path, and outbound format.

US Number Compliance

10DLC and toll-free registration for US numbers.

Troubleshooting

Missing replies, delivery failures, and common fixes.