Set up SMS agents and follow-up texts

SMS requires its own messaging connection and sender. A voice number, SIP trunk or forwarding route does not automatically enable text messaging. Numbers purchased through Verbatik currently support voice; use a customer-owned Twilio messaging-capable number for SMS.

Activation status

SMS sending is currently gated in production. You can prepare the agent and connection, but Verbatik must enable the messaging service for your account/environment after sender and delivery checks. A saved configuration is not proof that messages can be sent.

Prepare the customer-owned sender

1. In Twilio, choose a number with messaging capability and appropriate destination permissions.
2. Finish the sender registration required for your sender type and destination countries. Consult Twilio for requirements such as US application-to-person registration or toll-free verification where applicable.
3. Connect that Twilio account to the correct Verbatik workspace in Integrations → Carrier connections using authorized credentials.
4. Publish a chat agent with concise SMS instructions, an escalation path and only the approved tools it needs.
5. Open SMS agents → Phone number routing and assign the published chat agent to the customer-owned Twilio number. Review whether SMS tools should execute.

Configure inbound messages

Set the number’s incoming Messaging webhook in Twilio to POST:

https://dashboard.verbatik.com/api/telephony/twilio/sms/inbound

Verbatik verifies the Twilio signature and account binding. Use the configured public HTTPS address; a different URL can invalidate verification. Delivery status callbacks for messages sent by Verbatik use /api/telephony/twilio/sms/status and are included by the sending service.

Consent and opt-out

Record permission for SMS separately from calling consent. A submitted phone number alone is not SMS permission. Templates use contact.fields.smsConsent for explicit SMS eligibility; keep the consent source and date in your customer records. STOP blocks future replies. START resumes SMS only and must not be interpreted as voice-calling consent.

Acceptance checks

After activation, send an inbound message from a number you control. Check the correct agent replies, the delivery history reaches a carrier-confirmed state, STOP prevents further responses, and START restores only the intended SMS route. Test failed delivery, long messages/multiple segments and conversation closure. Monitor SMS delivery history and use reconciliation for uncertain outcomes; do not resend blindly.

For Flow follow-ups, configure a valid From number, SMS consent condition and message branch. A model saying “sent” is not a delivery receipt. Message segments and carrier fees are separate from AI voice-minute pricing.