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Use Create SMS Agent first if you have not enabled SMS on a number yet. For diagnosing issues, see Troubleshooting. For US registration requirements, see US Number Compliance.
SMS Flow covers how OpenCX processes texts after go-live. Setup steps stay on Create SMS Agent.

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Path Of A Message

1

Customer Texts Your Number

The customer sends an SMS to the number you registered in your OpenCX dashboard.
2

Message Delivered To OpenCX

The message is delivered to OpenCX and validated.
3

Match Number To Org

OpenCX matches the receiving number to your org.
4

Find Or Create Session

The sender’s phone number is matched against existing contacts. If a contact has an open SMS session, the message continues it. If the contact exists but has no open session, a new session is created. If no contact record exists, a new session and contact are created automatically.
5

AI Generates Reply

If Autopilot is enabled for SMS, the AI generates a reply using your configured knowledge and tools. The reply is sent as plain text. When Autopilot is off or the session is handed off, no AI reply is generated — human agents reply from the inbox instead.
The thread in your OpenCX dashboard is the authoritative record. SMS has no subject-line tokens or threading headers — continuity is by phone number and open session status.

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Outbound Format

All outbound SMS replies are plain text. Before sending, OpenCX strips HTML tags and code blocks. The cleaned message is sent through the SMS provider.

Troubleshooting

Missing replies, delivery failures, and common fixes.

US Number Compliance

10DLC and toll-free registration for US numbers.

AI Actions

Run tools and workflows from SMS conversations.

Autopilot And Topics

Channel-level Autopilot, assist mode, and topic rules.