> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Sms overview

> Overview of the AI SMS channel — receive texts on a verified number, reply with Autopilot, escalate to human agents, and integrate with Zendesk, HubSpot, and more.

Customers text the **number** you register in your [OpenCX dashboard](https://platform.open.cx). The **SMS channel** receives every message. When <Tooltip tip="Controls which conversations the AI auto-replies to. Configure per channel under Settings." cta="Autopilot topics" href="https://platform.open.cx/settings/autopilot">**Autopilot**</Tooltip> is on, AI can reply. Your team sees all conversations in the shared [inbox](https://platform.open.cx/inbox).

<Tip>
  New here? Skim this page, then open **[Connect SMS](/sms/connect-sms)** to go live.
</Tip>

## Core Functionality

<AccordionGroup>
  <Accordion title="Inbound Messages" icon="message-arrow-down">
    Customer texts arrive instantly. OpenCX matches them to existing contacts or creates new ones automatically — no manual setup per sender.
  </Accordion>

  <Accordion title="AI Responses" icon="robot">
    Your AI replies with plain text messages using the knowledge and tools you've configured. **Autopilot** controls which conversations get auto-replied.
  </Accordion>

  <Accordion title="Session Continuity" icon="link">
    Conversations stay threaded by phone number — a returning customer picks up where they left off. No extra setup needed.
  </Accordion>

  <Accordion title="Third-Party Integrations" icon="plug">
    Connect to Zendesk, HubSpot, Front, and others from the [integrations settings](https://platform.open.cx/settings/integrations).
  </Accordion>

  <Accordion title="Escalation" icon="user-group">
    When a customer needs a human, the conversation <Tooltip tip="The AI transfers the conversation to a human agent with full context attached." cta="Learn more" href="/handoff/introduction">escalates automatically</Tooltip>. Your agents reply from the inbox and the customer gets it as a text.
  </Accordion>

  <Accordion title="Shared Numbers" icon="phone">
    One number can handle both voice and SMS — enabling one doesn't affect the other.
  </Accordion>
</AccordionGroup>

<Note>
  Numbers must be verified in your [OpenCX dashboard](https://platform.open.cx/settings/phone-numbers) before they can be used.
</Note>

## Integration Options

<Tabs>
  <Tab title="SMS setup">
    Register a verified number, enable the SMS channel, and send a test text.

    <Card title="Connect SMS" icon="arrow-right" href="/sms/connect-sms">
      Number verification, channel enable, first-message test.
    </Card>
  </Tab>

  <Tab title="Third-party integrations">
    Connect helpdesks and CRMs from your [OpenCX dashboard](https://platform.open.cx/settings/integrations).

    <AccordionGroup>
      <Accordion title="Zendesk" icon="headset">
        SMS conversations sync with [Zendesk](/integrations/zendesk/sunshine-conversations). When the AI hands off, your agents pick up the conversation in their Zendesk inbox. Your agents stay in Zendesk.

        <Note>OpenCX also integrates with [Zendesk Tickets](/integrations/zendesk/ticketing-api).</Note>
      </Accordion>

      <Accordion title="Front" icon="inbox">
        SMS threads appear in your Front inbox. Handoffs route directly to your Front team with the full AI conversation attached.
      </Accordion>

      <Accordion title="Dynamics 365" icon="building">
        SMS conversations hand off into [Dynamics 365](/integrations/dynamics-365/overview) as cases. Your agents pick up in their existing Dynamics workspace.
      </Accordion>

      <Accordion title="Other integrations" icon="grid-2">
        OpenCX also supports [**HubSpot**](/integrations/hubspot/overview), [**Intercom**](/integrations/intercom/overview), [**Gorgias**](/integrations/gorgias/overview), [**Freshchat**](/integrations/freshchat/overview), and [**Twilio Flex**](/integrations/twilio-flex/overview). See [All Integrations](/dashboard/introduction) for the current list.
      </Accordion>
    </AccordionGroup>

    <CardGroup cols={2}>
      <Card title="Zendesk Integration" icon="headset" href="/integrations/zendesk/overview">
        Ticketing setup and handoff.
      </Card>

      <Card title="CRM Integrations" icon="users-viewfinder" href="/crms/introduction">
        HubSpot, Salesforce, and more.
      </Card>
    </CardGroup>
  </Tab>
</Tabs>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect SMS" icon="plug" href="/sms/connect-sms">
    Number verification, channel enable, test message.
  </Card>

  <Card title="SMS Flow" icon="route" href="/sms/message-routing">
    Session matching, delivery path, and outbound format.
  </Card>

  <Card title="US Number Compliance" icon="flag" href="/sms/compliance">
    10DLC and toll-free registration for US numbers.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/sms/troubleshooting">
    Missing replies, delivery failures, and common fixes.
  </Card>
</CardGroup>