Keep a human fallback for delivery failures. Some SMS messages do not arrive, and some numbers cannot receive them at all. The agent logs failed sends, and your team decides whether to try another channel or phone the person. It is better to see these in a weekly review than to discover them when a customer says nothing arrived.
Twilio is commonly used to send and receive SMS and to hold phone numbers. If you already use it, the agent can work through your existing numbers, so customers see a number they recognise. If you do not, we can talk through the options on the discovery call and agree what is simplest to run.
SMS needs care. Opt-in has to be recorded, opt-out has to work in one reply and messages should not go out at awkward hours. We build those rules into the agent instead of relying on someone to remember them. Number registration requirements vary by country, so we check what applies to you early, because it can affect your launch date. Keep the messages short. A reminder with a time and a clear reply option works better than a paragraph.
Your team decides who may be messaged, what each message says and who handles replies the agent cannot. Someone with account access grants us the permissions we need, and we ask for no more than the work requires. After launch, review delivery problems, opt-outs and unanswered replies together. A rise in opt-outs usually means a message is too frequent or too sales-heavy, and that is a wording fix, not a technical one.