Circulos AI

Support AI Skill

Sms Text Message Support

Deliver customer support via SMS and text messaging channels. Use when setting up SMS support, configuring text messaging workflows, managing short-form support conversations, handling SMS compliance (TCPA), or providing mobile-first support experiences. Triggers on phrases like "SMS support", "text message support", "SMS customer service", "text messaging", "SMS compliance", "TCPA compliance", "short code", "long code", "SMS workflow", "mobile support".

SMS & Text Message Support

Provide fast, convenient customer support via SMS and text messaging — reaching customers where they spend the most time: on their phones.

Workflow

  1. Customer texts support short code or long code number.
  2. Auto-greeting confirms support channel and sets expectations.
  3. AI bot handles common queries (order status, password reset, hours).
  4. Complex issues routed to live agent within SMS interface.
  5. Agent responds with concise, text-optimized messages.
  6. Conversation threaded and linked to CRM ticket.
  7. Auto-surveys sent post-resolution for CSAT collection.
  8. Opt-in/opt-out managed per compliance requirements.
  9. SMS analytics tracked for performance optimization.

SMS Channel Architecture

SMS CHANNEL SETUP
==================

Option 1 — Short Code (5–6 digit number):
  → Cost: $1,000–$2,500/month (dedicated) or shared at lower cost
  → Throughput: Up to 60–100 messages per second
  → Features: Two-way messaging, keyword triggers, carrier routing
  → Best for: High-volume support (1,000+ SMS/month), brand recognition
  → Setup time: 4–8 weeks (carrier approval required)
  → Examples: Text "HELP" to 12345

Option 2 — Long Code (10-digit local number):
  → Cost: $1–$2/month per number
  → Throughput: 1–5 messages per second (varies by carrier)
  → Features: Two-way messaging, appears as regular phone number
  → Best for: Low-to-medium volume (< 500 SMS/day per number)
  → Setup time: 1–3 days
  → Limitations: Carrier throttling; risk of filtering as spam
  → Strategy: Use multiple long codes for volume scaling

Option 3 — Toll-Free Number:
  → Cost: $2–$5/month per number
  → Throughput: Similar to long codes
  → Features: National presence, professional image
  → Best for: B2B support, enterprise customers
  → Limitations: Same throttling as long codes

RECOMMENDED SETUP BY VOLUME:
  ════════════════════════════════════════════════════════════
  Monthly Volume | Channel Type  | Numbers Needed | Est. Monthly Cost
  ════════════════════════════════════════════════════════════
  < 500          | 1 Long Code   | 1              | $50–$100
  500–5,000      | 3–5 Long Codes| 3–5            | $150–$300
  5,000–50,000   | 1 Short Code  | 1              | $1,500–$2,500
  50,000+        | Short Code +  | 1+ overflow    | $3,000+
                   overflow long codes
  ════════════════════════════════════════════════════════════

TCPA Compliance Framework

TCPA COMPLIANCE REQUIREMENTS (US)
==================================

Consent Requirements:
  → Written consent required before sending marketing SMS
  → For support SMS: Implied consent when customer initiates contact
  → Must provide clear opt-out mechanism in every message
  → Opt-out keywords: STOP, UNSUBSCRIBE, CANCEL, END, NO
  → Opt-out must be processed within 10 business days (immediate recommended)

Required Elements in Every SMS:
  → Sender identification: Who is sending this?
  → Opt-out instructions: "Text STOP to unsubscribe"
  → For marketing: "Msg & data rates may apply"
  → For support: Less restrictive but still professional

CONSENT MANAGEMENT WORKFLOW:
  Step 1 — Customer initiates SMS to support number
    → System logs consent timestamp and phone number
    → Consent type: "Support-initiated" (implied consent)
  
  Step 2 — Auto-greeting includes opt-out info:
    → "Hi! You've reached [Company] Support. How can we help?
       Reply STOP anytime to opt out."
  
  Step 3 — Ongoing consent tracking:
    → If customer texts STOP: Immediate opt-out, logged in CRM
    → If customer texts HELP after opt-out: Re-consent required
    → Consent records retained for 2+ years (legal requirement)
  
  Step 4 — Marketing SMS (separate from support):
    → Require explicit opt-in: "Text YES to [Number] for updates"
    → Double opt-in confirmation: "You're subscribed! Reply STOP to cancel."
    → Consent logged with timestamp, IP/device, and opt-in method

VIOLATION PENALTIES:
  → TCPA violations: $500–$1,500 per message (treble damages for willful)
  → Class action risk: Single pattern can trigger $1M+ in claims
  → Mitigation: Consent management system, audit logs, regular compliance reviews

STATE-SPECIFIC REQUIREMENTS:
  → California (CPRA): Additional privacy protections
  → Florida (FSPA): Stricter telemarketing rules
  → Connecticut: Explicit consent requirements
  → Strategy: Comply with strictest state law across all communications

SMS Support Bot and Automation

SMS BOT CAPABILITIES
=====================

Self-Service Menu Structure:
  Customer texts to support number:
    → Auto-greeting: "Hi! [Company] Support. What do you need help with?
       1. Order status
       2. Account help
       3. Billing question
       4. Technical issue
       5. Speak to agent"

  → Customer replies "1": "What's your order number?"
    → Customer replies order number: Bot queries API
    → Bot responds: "Order #12345: Shipped! Expected delivery: Dec 15. 
       Track: [short URL]"

  → Customer replies "2": What kind of account help?
       A. Password reset
       B. Profile update
       C. Close account
    → Customer replies "A": Bot sends password reset link
    → Bot follows up: "Did that work? Reply YES or NO."

  → Customer replies "5": "Connecting you to an agent. Wait time: ~2 min."
    → Bot holds conversation in queue
    → Agent joins SMS conversation with full context

BOT RESOLUTION RATES BY CATEGORY:
  ════════════════════════════════════════════════════════════
  Category              | Bot Resolution | Avg Messages | Escalation Rate
  ════════════════════════════════════════════════════════════
  Order status          | 92%            | 2–3          | 8%
  Password reset        | 88%            | 3–4          | 12%
  Business hours/loc    | 95%            | 1–2          | 5%
  Billing inquiry       | 45%            | 5–8          | 55%
  Technical issue       | 30%            | 6–10         | 70%
  General question      | 55%            | 3–5          | 45%
  ════════════════════════════════════════════════════════════

BEST PRACTICES FOR SMS BOT:
  → Keep responses under 160 characters when possible (single SMS segment)
  → Use numbered menus for easy navigation
  → Always offer "0" or "agent" option to speak to a human
  → Confirm understanding: "Did that help? Reply YES/NO."
  → Provide short URLs (bit.ly style) — long URLs break SMS formatting
  → Never ask for sensitive data (SSN, full credit card) via SMS
  → Log all bot interactions for training and quality review

SMS Agent Workflow

SMS AGENT INTERFACE AND WORKFLOW
==================================

Agent Dashboard:
  → Queue view: Active SMS conversations, sorted by wait time
  → Conversation panel: Full message thread with customer context
  → Customer sidebar: Name, account tier, order history, past tickets
  → Quick replies: Pre-approved short-form responses for common issues
  → Transfer option: Hand off to specialist or different team

SMS-SPECIFIC AGENT GUIDELINES:
  1. Message Length: Keep responses concise (1–2 SMS segments max)
     → Use bullet points: "Here are the steps: 1. Go to Settings 2. Click..."
     → Split complex answers: "Part 1: [answer]. Want me to continue?"
  
  2. Tone: Friendly but professional; SMS is informal medium
     → Use first name: "Hey Sarah, let me look into that for you!"
     → Avoid overly formal language (doesn't fit the medium)
     → Emojis acceptable if brand allows (use sparingly: ✅ 📱)
  
  3. Response Time Targets:
     → First response: < 5 minutes (SMS customers expect near-instant)
     → Follow-up: < 15 minutes between messages
     → Resolution target: < 30 minutes total
  
  4. Multitasking: Agents handle 3–5 SMS conversations simultaneously
     → Much higher concurrency than email (but lower than chat)
     → Average handle time: 8–12 minutes per conversation
     → Target: 15–25 SMS conversations per agent per hour

SMS QUALITY SCORING RUBRIC:
  ════════════════════════════════════════════════════════════
  Criteria                         | Weight | Target
  ════════════════════════════════════════════════════════════
  Response time (< 5 min first)    | 25%    | > 90%
  Concise messaging (≤ 2 segments) | 20%    | > 85%
  Issue resolution                 | 25%    | > 80%
  Customer satisfaction            | 20%    | > 4.0/5.0
  Compliance (opt-out, no PII)     | 10%    | 100%
  ════════════════════════════════════════════════════════════

SMS Cost Analysis

SMS COST STRUCTURE
===================

Cost Components:

  1. Platform/API Costs:
     Twilio: $0.0079/send (US inbound), $0.0079/receive (US)
     Bandwidth: $0.0049/send, $0.0049/receive
     MessageBird: €0.026/send (EU), varies by country
     Telnyx: $0.0040/send, $0.0040/receive (competitive pricing)

  2. Number Costs:
     Short code: $1,000–$2,500/month
     Long code: $1–$2/month per number
     Toll-free: $2–$5/month per number

  3. Platform Software:
     Help desk SMS integration: $50–$200/month (most platforms charge extra)
     Dedicated SMS support platform: $200–$1,000/month

COST PER CONVERSATION:
  ════════════════════════════════════════════════════════════
  Scenario          | Msgs/Conv | SMS Cost  | Agent Time | Total Cost
  ════════════════════════════════════════════════════════════
  Bot-resolved      | 3         | $0.05     | $0.00      | $0.05
  Agent-resolved    | 6         | $0.10     | $1.50      | $1.60
  Complex escalation| 15        | $0.24     | $5.00      | $5.24
  ════════════════════════════════════════════════════════════

COST COMPARISON BY CHANNEL:
  ════════════════════════════════════════════════════════════
  Channel    | Cost/Resolution | Handle Time | CSAT Avg
  ════════════════════════════════════════════════════════════
  SMS        | $1.60           | 10 min      | 4.3/5.0
  Email      | $2.80           | 25 min      | 4.0/5.0
  Chat       | $1.20           | 8 min       | 4.2/5.0
  Phone      | $4.50           | 6 min       | 4.4/5.0
  Social     | $2.00           | 15 min      | 4.1/5.0
  ════════════════════════════════════════════════════════════

ROI CALCULATION:
  → SMS support deflects 35% of calls (avg call cost: $4.50)
  → SMS resolves in fewer touches than email (1.3 vs 2.1)
  → Higher CSAT than email (+0.3 points)
  → Customer acquisition value: SMS-served customers 15% more likely to recommend

Integration Points

Edge Cases

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