SMS automation uses software or AI agents to send, receive, and act on text messages according to customer events, replies, and business rules.

Why SMS automation matters

Text can continue a journey when a phone call is missed, when the customer prefers asynchronous communication, or when a short confirmation is more convenient.

How it works in practice

An AI text agent can answer questions, qualify intent, send reminders, collect approved information, and coordinate next steps while respecting consent and opt-out rules.