Text AI

This is currently in Beta. 

Text AI is a powerful solution designed to improve your text messaging experience. With TextAI, you can deploy an AI-powered assistant to handle after-hours or overflow text inquiries, keeping your customers engaged around the clock.

This tool can manage appointment scheduling, respond to common questions, and collect valuable customer feedback. It also helps reduce the need for additional staffing during low-traffic times. With TextAI, you can deliver fast, consistent, and customer-focused communication.

To get started, navigate to AI Tools > Text AI. 

General

Name your AI agent and give it a description. Click Save & Continue.

Instructions

Use this section to define how the AI Agent should behave during SMS conversations. Enter your instructions or system prompt here, including key details about your company, services, and goals.

Provide any specific requirements the AI should follow, such as how to respond to customers, handle common questions, or guide conversations. This helps ensure the AI delivers accurate, consistent, and on-brand responses while working toward your desired outcomes.

Once you have completed the instructions, click Save & Continue. 

Tools 

Allow your AI Agent to modify the activity record state, pull in additional insight, and perform other actions. Click Ad Action to select the tools you want to use, then click Save & Continue.

Advanced

Configure Text AI behavior, session context, and memory settings.

• Identify texting user from phone number - When enabled, Text AI will try to match inbound text numbers to a CTM user on this account and include that user context for tool calls.
• Enable Session Compaction - When enabled, Text AI summarizes older session context after a configurable number of turns and starts a fresh OpenAI thread.
• Enable User Memory - When enabled, and when a texting user is identified, Text AI stores and reuses durable, long-term notes for that user.

Once you have added tools, click Save & Continue to finish the setup. After the setup is complete, you can assign the TextAI to any routing feature where texting is applicable.