SMS Reply Handling: Automatically Respond to Inbound Replies to Outbound Texts
When contacts reply to outbound texts, Frontdesk AI responds based on your instructions and routes to a human operator if the reply requires it.
How It Works
Configure reply handling in the sequence settings. The AI reads each reply, classifies intent, and responds according to your instructions. Positive replies can trigger a live handoff. Opt-out replies are processed automatically.
- AI reads and classifies every reply
- Responds based on configured instructions
- Hot handoff to human on positive intent
- Opt-out replies processed automatically
- Reply logged on contact CRM record
- Sequence paused on reply receipt
Who Uses This
Lead qualification via SMS
When a lead replies with interest, the AI asks a qualification question and routes to a human rep.
Appointment confirmations
Contacts can reply Y to confirm or N to cancel. The AI processes each response automatically.
Customer support
Contacts who reply with a question get an AI response that either answers or routes to support.
Frequently Asked Questions
Can the AI respond to replies automatically?
Yes. Configure the AI reply instructions in the sequence settings.
What happens when a contact replies STOP?
The contact is added to the opt-out list immediately and all future messages are blocked.