Sms overview

Overview of the AI SMS channel — receive texts on a verified number, reply with Autopilot, escalate to human agents, and integrate with Zendesk, HubSpot, and more.

Customers text the number you register in your OpenCX dashboard. The SMS channel receives every message. When Autopilot is on, AI can reply. Your team sees all conversations in the shared inbox.

New here? Skim this page, then open Connect SMS to go live.

Core Functionality

Inbound Messages

Customer texts arrive instantly. OpenCX matches them to existing contacts or creates new ones automatically — no manual setup per sender.

AI Responses

Your AI replies with plain text messages using the knowledge and tools you’ve configured. Autopilot controls which conversations get auto-replied.

Session Continuity

Conversations stay threaded by phone number — a returning customer picks up where they left off. No extra setup needed.

Third-Party Integrations

Connect to Zendesk, HubSpot, Front, and others from the integrations settings.

Escalation

When a customer needs a human, the conversation escalates automatically. Your agents reply from the inbox and the customer gets it as a text.

Shared Numbers

One number can handle both voice and SMS — enabling one doesn’t affect the other.

Numbers must be verified in your OpenCX dashboard before they can be used.

Integration Options

SMS setup

Register a verified number, enable the SMS channel, and send a test text.

Connect SMS

Number verification, channel enable, first-message test.

Third-party integrations

Connect helpdesks and CRMs from your OpenCX dashboard.

Zendesk

SMS conversations sync with Zendesk. When the AI hands off, your agents pick up the conversation in their Zendesk inbox. Your agents stay in Zendesk.

OpenCX also integrates with Zendesk Tickets.

Front

SMS threads appear in your Front inbox. Handoffs route directly to your Front team with the full AI conversation attached.

Dynamics 365

SMS conversations hand off into Dynamics 365 as cases. Your agents pick up in their existing Dynamics workspace.

Other integrations

OpenCX also supports HubSpot, Intercom, Gorgias, Freshchat, and Twilio Flex. See All Integrations for the current list.

Zendesk Integration

Ticketing setup and handoff.

CRM Integrations

HubSpot, Salesforce, and more.

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Related Documentation

Connect SMS

Number verification, channel enable, test message.

SMS Flow

Session matching, delivery path, and outbound format.

US Number Compliance

10DLC and toll-free registration for US numbers.

Troubleshooting

Missing replies, delivery failures, and common fixes.