> ## Documentation Index
> Fetch the complete documentation index at: https://docs.clarky.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Text/SMS

> Respond to text messages automatically with AI

## 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.

<Info>
  **Plan availability:** Standard or higher. See [Plans & Billing](/features/settings/plans).
</Info>

<Info>
  Text/SMS typically uses the same phone number as your Voice channel, allowing customers to choose how they want to communicate.
</Info>

## Key Features

<CardGroup cols={2}>
  <Card title="Instant Responses" icon="bolt">
    Reply to texts immediately, 24/7
  </Card>

  <Card title="Persistent Conversations" icon="messages">
    Conversation history maintained across messages
  </Card>

  <Card title="Rich Messaging" icon="sparkles">
    Send links, emojis, and formatted text
  </Card>

  <Card title="Two-Way Communication" icon="arrows-left-right">
    Customers can reply and have ongoing conversations
  </Card>
</CardGroup>

## Setting Up Text/SMS

<Steps>
  <Step title="Enable Text Channel">
    When creating your agent or in Settings, enable the Text/SMS channel.
  </Step>

  <Step title="Get SMS Number">
    Your phone number (same as Voice) is automatically SMS-enabled.

    If you need a dedicated SMS-only number, contact support.
  </Step>

  <Step title="Configure Auto-Responses">
    Set up how your agent responds to texts.
  </Step>

  <Step title="Test the Number">
    Send a test text to verify everything works.
  </Step>
</Steps>

## Conversation Handling

### 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

### 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.

### Handling Multiple Customers

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

## Auto-Response Configuration

Configure how your agent handles texts:

### Response Settings

<ParamField path="auto_reply" type="boolean" default="true">
  Automatically respond to incoming texts.
</ParamField>

<ParamField path="response_delay" type="number" default="0">
  Optional delay before sending (in seconds). Makes responses feel more human.
</ParamField>

<ParamField path="max_response_length" type="number" default="320">
  Maximum length of responses. Clarky auto-splits long messages.
</ParamField>

### 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

<Steps>
  <Step title="Navigate to Settings">
    Go to **Settings > Agent** in your dashboard.
  </Step>

  <Step title="Set Business Hours">
    Configure your operating hours and time zone.
  </Step>

  <Step title="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.
    ```
  </Step>
</Steps>

## Best Practices

<AccordionGroup>
  <Accordion title="Keep Responses Concise">
    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
  </Accordion>

  <Accordion title="Use Clear Language">
    Avoid jargon and complex terms. Write at a 6th-grade reading level for maximum comprehension.
  </Accordion>

  <Accordion title="Respond Quickly">
    Customers expect faster responses via text than email. Configure your agent to reply within seconds.
  </Accordion>

  <Accordion title="Provide Options">
    When appropriate, give customers clear choices:

    "I can help you with:

    1. Scheduling
    2. Pricing info
    3. Directions

    Just reply with a number!"
  </Accordion>

  <Accordion title="Confirm Important Details">
    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?"
  </Accordion>

  <Accordion title="Know When to Call">
    Some things are better handled by voice. Train your agent to suggest a phone call for:

    * Complex issues
    * Emotional/sensitive matters
    * Long explanations
  </Accordion>
</AccordionGroup>

## Common Use Cases

### 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! 💇"

### 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?"

### 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?"

### 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, [john@email.com](mailto:john@email.com)"

**Agent:** "Thanks John! What days work well for you?"

## 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**.

## Human Takeover

When a conversation needs human attention:

### When It Happens

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

### How It Works

<Steps>
  <Step title="Notification Sent">
    Team members receive a notification about the conversation needing attention.
  </Step>

  <Step title="Agent Notifies Customer">
    "I'm connecting you with a team member who can better help you..."
  </Step>

  <Step title="Human Takes Over">
    Team member responds via the Clarky dashboard or mobile app.
  </Step>

  <Step title="Seamless Transition">
    Customer continues texting the same number—no interruption.
  </Step>
</Steps>

## Compliance and Regulations

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

### Opt-In Requirements

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

### 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.
```

### Opt-Out Handling

Clarky automatically handles:

* **STOP**: Unsubscribes the contact
* **UNSUBSCRIBE**: Same as STOP
* **HELP**: Sends help information
* **INFO**: Provides business information

<Info>
  Opt-outs are instant and apply to all future messages, except transactional confirmations.
</Info>

## 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

<Card title="View SMS Analytics" icon="chart-line" href="/features/dashboard/analytics">
  Access detailed text messaging metrics
</Card>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Messages Not Delivering">
    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
  </Accordion>

  <Accordion title="Images Not Sending">
    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
  </Accordion>

  <Accordion title="Wrong Auto-Responses">
    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
  </Accordion>
</AccordionGroup>

## 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

<Card title="Get Mobile App" icon="mobile" href="/features/settings/mobile-app">
  Download and configure the Clarky mobile app
</Card>

## Next Steps

<CardGroup cols={2}>
  <Card title="Set Up Voice" icon="phone" href="/guides/channels/voice">
    Enable voice calls on the same number
  </Card>

  <Card title="Monitor Messages" icon="inbox" href="/features/inbox/overview">
    View and manage text conversations
  </Card>

  <Card title="Configure Auto-Responses" icon="gear" href="/features/knowledge/channel-specific">
    Customize text-specific knowledge
  </Card>

  <Card title="View Analytics" icon="chart-bar" href="/features/dashboard/analytics">
    Track text message performance
  </Card>
</CardGroup>