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Overview

The Text/SMS channel allows your AI agent to have conversations via text message. Customers can text your business number and receive instant, intelligent responses.
Text/SMS typically uses the same phone number as your Voice channel, allowing customers to choose how they want to communicate.

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Key Features

Instant Responses

Reply to texts immediately, 24/7

Persistent Conversations

Conversation history maintained across messages

Rich Messaging

Send links, emojis, and formatted text

Two-Way Communication

Customers can reply and have ongoing conversations

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Setting Up Text/SMS

1

Enable Text Channel

When creating your agent or in Settings, enable the Text/SMS channel.
2

Get SMS Number

Your phone number (same as Voice) is automatically SMS-enabled.If you need a dedicated SMS-only number, contact support.
3

Configure Auto-Responses

Set up how your agent responds to texts.
4

Test the Number

Send a test text to verify everything works.

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Conversation Handling

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Message Flow

  1. Customer Texts: Sends a message to your number
  2. Instant Processing: Clarky receives and analyzes the message
  3. AI Response: Agent generates and sends a response
  4. Ongoing Dialogue: Conversation continues as needed
  5. Context Maintained: All messages linked to the conversation

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Context and Memory

Your AI agent remembers the conversation:
  • Previous messages in the thread
  • Customer’s name and information
  • Any data collected during the conversation
  • Links to CRM contact record
This enables natural, contextual responses rather than treating each text as independent.

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Handling Multiple Customers

Clarky manages unlimited simultaneous text conversations, each with its own context and history.

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Auto-Response Configuration

Configure how your agent handles texts:

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Response Settings

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auto_reply
boolean
default:"true"
Automatically respond to incoming texts.
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response_delay
number
default:"0"
Optional delay before sending (in seconds). Makes responses feel more human.
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max_response_length
number
default:"320"
Maximum length of responses. Clarky auto-splits long messages.

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Business Hours

Configure different behaviors based on time:
  • During Hours: Full AI responses
  • After Hours: Auto-reply with hours and callback option
  • Holidays: Custom messages for special closures
1

Navigate to Settings

Go to Settings > Agent in your dashboard.
2

Set Business Hours

Configure your operating hours and time zone.
3

Customize After-Hours Message

Set what to send when you’re closed.Example:
Thanks for texting! We're currently closed but will respond
when we open at 9 AM. For urgent matters, call (555) 123-4567.

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Best Practices

Text messages should be brief and to the point. If a response is getting long, offer to:
  • Continue the conversation by phone
  • Send a link to more detailed information
  • Email additional details
Avoid jargon and complex terms. Write at a 6th-grade reading level for maximum comprehension.
Customers expect faster responses via text than email. Configure your agent to reply within seconds.
When appropriate, give customers clear choices:“I can help you with:
  1. Scheduling
  2. Pricing info
  3. Directions
Just reply with a number!”
For appointments, orders, or critical information, always confirm what was understood:“Got it! You want to schedule for Tuesday at 2 PM. Is that correct?”
Some things are better handled by voice. Train your agent to suggest a phone call for:
  • Complex issues
  • Emotional/sensitive matters
  • Long explanations

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Common Use Cases

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Appointment Scheduling

Perfect for booking appointments via text: Customer: “I need a haircut appointment” Agent: “I’d be happy to help! What day works best for you?” Customer: “Thursday” Agent: “Great! I have openings at 10 AM, 2 PM, or 4 PM on Thursday. Which time?” Customer: “2pm” Agent: “Perfect! You’re all set for Thursday at 2 PM. I’ll send a reminder the day before. See you then! 💇“

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Order Status

Handle order inquiries efficiently: Customer: “Where’s my order?” Agent: “I can help check that! What’s your order number?” Customer: “#12345” Agent: “Order #12345 shipped yesterday via UPS. Tracking: 1Z999AA10123456784. Expected delivery: Tomorrow by 8 PM. Anything else I can help with?”

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Quick Questions

Answer common questions instantly: Customer: “Are you open tomorrow?” Agent: “Yes! We’re open tomorrow from 9 AM to 6 PM. Can I help you with anything else?”

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Lead Capture

Collect information from potential customers: Customer: “How much for a consultation?” Agent: “Initial consultations are free! I can help you schedule one. May I get your name and email?” Customer: “John Smith, [email protected]” Agent: “Thanks John! What days work well for you?”

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Message Templates

Create templates for common responses:
  • Hours: “We’re open Mon-Fri 9-6, Sat 10-4, closed Sunday.”
  • Location: “We’re at 123 Main St, Downtown. [Google Maps Link]”
  • Pricing: “Prices start at $XX. Want details on a specific service?”
  • Appointment Confirm: ”✓ Confirmed! [Date] at [Time]. Reply CANCEL to cancel.”
Configure templates in Knowledge > General or create channel-specific ones in Knowledge > Text.

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Human Takeover

When a conversation needs human attention:

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When It Happens

  • Customer requests to speak with someone
  • Agent confidence is low
  • Sensitive or complex issue
  • Manual escalation by monitoring staff

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How It Works

1

Notification Sent

Team members receive a notification about the conversation needing attention.
2

Agent Notifies Customer

“I’m connecting you with a team member who can better help you…”
3

Human Takes Over

Team member responds via the Clarky dashboard or mobile app.
4

Seamless Transition

Customer continues texting the same number—no interruption.

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Compliance and Regulations

Text message marketing is regulated by laws like TCPA (US), CASL (Canada), and GDPR (EU). Ensure you have proper consent before texting customers.

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Opt-In Requirements

  • Get explicit consent before texting marketing messages
  • Provide clear opt-out instructions
  • Honor opt-out requests immediately
  • Keep records of consent

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Auto-Response Requirements

Include in your initial response:
  • Your business name
  • How to opt-out (usually “Reply STOP to unsubscribe”)
  • Help instructions (usually “Reply HELP for help”)
Example Initial Response: 
Hi from Acme Services! I'm here to help. Reply STOP to opt out or HELP for assistance.

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Opt-Out Handling

Clarky automatically handles:
  • STOP: Unsubscribes the contact
  • UNSUBSCRIBE: Same as STOP
  • HELP: Sends help information
  • INFO: Provides business information
Opt-outs are instant and apply to all future messages, except transactional confirmations.

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Analytics and Metrics

Track text message performance:
  • Total Messages: Incoming and outgoing volume
  • Response Time: How quickly the agent replies
  • Resolution Rate: Conversations handled without escalation
  • Opt-Out Rate: Percentage of contacts unsubscribing
  • Popular Topics: Most common customer inquiries
  • Conversion Rate: Texts leading to appointments/sales

View SMS Analytics

Access detailed text messaging metrics

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Troubleshooting

If customers report not receiving texts:
  1. Verify their number is correct
  2. Check if they’ve opted out
  3. Confirm they can receive texts from short codes/long codes
  4. Check message sending limits for your plan
If MMS images fail:
  1. Verify recipient’s carrier supports MMS
  2. Check image size (max 5MB)
  3. Ensure image format is supported (JPG, PNG, GIF)
  4. Try sending as a link instead
If agent sends incorrect replies:
  1. Review conversation in your inbox
  2. Update knowledge base with correct information
  3. Add specific examples to improve understanding
  4. Consider adding keyword-based templates

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Mobile App Integration

Respond to texts on the go with the Clarky mobile app:
  • Receive real-time notifications
  • Take over conversations
  • View full message history
  • Send texts from your device

Get Mobile App

Download and configure the Clarky mobile app

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Next Steps

Set Up Voice

Enable voice calls on the same number

Monitor Messages

View and manage text conversations

Configure Auto-Responses

Customize text-specific knowledge

View Analytics

Track text message performance