SMS AI Agent
Texting that doesn’t dead-end.
Capacity’s SMS AI agent goes beyond keywords to understand and resolve customer requests.
Why this matters
Your customers would rather text than call. But most teams treat SMS as a one-way blast or a manual inbox, so replies pile up and leads slip away.
Get the highlights
Answers, not blasts
A real two-way AI Agent that answers questions over text, day or night.
One agent everywhere
The same knowledge and workflows behind your Chat, Voice and Email AI Agents power SMS, too.
Compliance handled
A dedicated team owns carrier registration and rule changes so your texts keep sending.
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
SMS AI agent
Answer every text instantly
An SMS AI Agent triages, answers and takes action on every inbound text, then escalates when needed.
Resolve, don’t just reply
Answers grounded in your knowledge base, not canned keyword responses.
Take real action
Book appointments, create tickets and update systems right inside the text thread.
Hand off cleanly
Route to a live agent with full context when a person needs to step in.
One platform
One platform, every channel
The same AI Agent Engine powers SMS, chat, voice and email, so there’s no separate bot to build.
Train once, use everywhere
Connect knowledge and flows once and they work across every channel.
One record for every chat
Inbound, outbound, virtual and human texts all log to the same contact in CRM.
Move between channels
Hand a voice or chat conversation to your SMS AI Agent without losing the thread.
Compliance Partnership
Skip the compliance headache
A dedicated team owns carrier registration and stays ahead of policy changes that block your messages.
Registration done for you
We handle 10DLC, toll-free and short-code setup end to end.
Add lines without restarting
New numbers and use cases reuse your existing compliance data.
Opt-outs enforced automatically
Stop requests are logged and applied across your lines for you.
Live oversight
Watch and step in live
See active text conversations as they happen and take over from the agent at any point.
Real-time visibility
Filter to active bot sessions and follow the conversation as it unfolds.
Take over any time
Jump into a live text thread and the agent hands control straight to you.
Full history, every thread
Every conversation stays logged alongside that contact’s other channels.
Contact Center ROI
Trusted by 20,000+ organizations
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AI Agents
Agent Assist
Post Interation Workflows
Outbound
Integrations
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Frequently asked questions
What is an SMS AI agent?
It’s a two-way conversational agent that handles texts automatically. It answers questions, collects information and completes tasks like booking or routing, then brings in a live agent when needed.
How does an SMS AI agent work?
Every inbound or triggered text starts a guided conversation. The agent draws on your connected knowledge to reply, takes action in your systems and escalates to a person with full context when the situation calls for it.
How is this different from SMS marketing or blast campaigns?
Blast campaigns push one-way messages on a schedule. An SMS AI agent holds an actual back-and-forth, so when someone replies it keeps the conversation going and gets them to an answer.
Does it work with the channels we already use?
Yes. SMS runs on the same agent engine as chat, voice and email, so the knowledge and flows you’ve already built are reusable and every conversation lands on one shared customer record.
How do you handle SMS compliance and opt-outs?
A dedicated team manages carrier registration for 10DLC, toll-free and short-code numbers, and stays ahead of policy changes. Opt-out requests are logged and applied across your lines automatically.
How long does it take to get live?
Building the SMS AI Agent is quick, especially if you already run Chat or Voice AI Agents. The main variable is carrier approval: standard registration takes a few weeks and short codes can take longer, so it isn’t a same-day setup.
Can a person take over a text conversation?
Yes. Your team can watch active agent conversations in real time and step into any thread, with the agent handing control straight to the person.
Can we collect sensitive information over text?
SMS isn’t a secured channel, so payment or health data should move to a secure web form. The agent’s job is to guide the customer there, not to capture that data in the text itself.
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.