SMS Agents
Put your SMS conversations on autopilot. AI SMS agents respond to incoming texts instantly, qualify leads, and hand off to your team when a human touch is needed.
Available on Growth and Scale plans.
Overview
An SMS Agent is an AI-powered assistant that reads incoming text messages from your contacts and replies automatically on your behalf. When a contact responds to a broadcast or sends you a new message, the agent jumps in immediately — no waiting for a team member to be online.
Each agent is guided by instructions you write, called a system prompt. The system prompt tells the agent who it is, what it can say, and how it should behave. You stay in full control of the conversation tone and content.
SMS Agents work alongside your broadcast campaigns. After you send a bulk message and contacts start replying, the agent handles the initial back-and-forth so your team only needs to step in for the conversations that actually need human attention.
How It Works
A contact sends a text message to one of your Volume Reach numbers.
Volume Reach passes the message to your configured SMS agent.
The agent reads the contact's message and crafts a response based on your system prompt.
The reply goes back to the contact without any action from your team.
The agent responds to each message until the conversation reaches its maximum number of turns, the contact opts out, or the agent determines a human should take over.
If the agent escalates the conversation, it is flagged as Needs Human Attention in your Conversations inbox so your team can follow up.
All AI activity is logged and visible in the AI Activity Log.
Tips & Best Practices
- Start with a focused system prompt. Tell the agent its role, the type of contacts it will be speaking with, and the primary goal of the conversation (for example, booking a call or answering common questions).
- Set a realistic max turns. Short conversations with a clear call to action tend to convert better than open-ended exchanges. Three to five turns is a good starting point.
- Test before going live. Use the SMS Agent Tester to simulate conversations before your agent talks to real contacts.
- Review escalated conversations promptly. When the agent flags a conversation as Needs Human Attention, a real person should follow up quickly — those contacts have shown high intent.
- Iterate on your prompt. Review your AI Activity Log regularly to see how conversations are going, and refine your system prompt based on what you observe.