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SMS System Overview ​

The SMS system provides AI-assisted SMS messaging with conversation management, campaign automation, and workflow-based message processing.

Key Features ​

SMS Conversations ​

  • One-on-One Messaging: Manage individual SMS conversations with customers
  • Real-Time Updates: Receive instant notifications when new messages arrive
  • AI-assisted replies: Optional replies using configured assistants
  • Conversation Resumption: Automatically resumes conversations within 30 days
  • AI Conversation Guides: Provide context and instructions for AI responses
  • Cross-Channel Integration: Links SMS conversations with voice, chat, and email

SMS Campaigns ​

  • Bulk Messaging: Send personalized SMS messages to multiple recipients
  • Template Variables: Use {name} and {company} for personalization
  • CSV Import: Import recipients from CSV files with flexible column mapping
  • Campaign Tracking: Monitor sent, failed, and pending message counts
  • Workflow Integration: Attach automated workflows to campaigns

SMS Workflows ​

  • Automated Processing: Define multi-step workflows for campaign automation
  • Step Types: Send messages, schedule sends, filter recipients, add delays, conditional logic, save responses
  • Conditional Execution: Steps can execute conditionally based on recipient data
  • Sequential Processing: Steps execute in order with configurable delays

Phone Number Management ​

  • E.164 Format: Automatic phone number formatting and validation
  • Telnyx Integration: Direct integration with Telnyx for SMS delivery
  • Multi-Tenant Isolation: Each tenant has their own phone number configuration

How It Works ​

  1. Inbound SMS: Messages arrive via Telnyx webhook
  2. Tenant Resolution: System identifies tenant from phone number
  3. Conversation Management: Creates or resumes conversation
  4. AI Processing: Generates AI response using configured assistant
  5. Message Delivery: Sends response via Telnyx SMS API
  6. Real-Time Updates: Broadcasts updates to connected dashboard clients

Integration Points ​

The SMS system integrates with:

  • Telnyx: SMS delivery and webhook handling
  • Live Chat System: Shared conversation tracking
  • Email System: Cross-channel context and contact matching
  • Billing System: Usage tracking and cost calculation
  • Dashboard Real-time: New messages/conversations broadcast to connected dashboard clients

Next Steps ​

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