Onboarding: Setup SMS
Enable text messaging for your business phone number.
Overview
Setting up SMS enables text messaging on your OnePilot phone number, so customers can text your business and receive replies through the same Customer Inbox as every other channel.
The SMS setup screen
Screenshot coming soon
Why it exists
Many customers prefer a quick text over a phone call, especially for scheduling or simple questions. This step exists so those texts land in the same place as calls and emails, rather than a phone you'd otherwise have to check separately.
Benefits
- Uses the same number set up in Setup Phone — no separate number needed.
- Conversations attach to the right CRM contact automatically.
- Your AI Employee can send draft or automatic SMS replies for routine questions.
Step-by-step guide
- Go to Communications → SMS and click Enable SMS.
- Confirm the number to use — typically the same one set up for phone calls.
- Send a test text to confirm messages are arriving in your Customer Inbox.
- Configure your AI Employee's autonomy for this channel if desired.
Tips
- Keep initial automatic replies short — SMS conversations tend to be brief and informal compared to email.
Best Practices
- Let customers know they can text your business number in your website footer or email signature once SMS is active.
Common Mistakes
- Assuming SMS is automatically on once phone is set up. It's a separate step that needs to be explicitly enabled.
Troubleshooting
If test texts don't arrive, confirm SMS is shown as "Enabled" (not just phone) under Communications → SMS.
Frequently Asked Questions
No — SMS typically uses the same number as your OnePilot phone setup.
Yes — an inbound text creates or attaches to a CRM contact automatically, the same as an inbound call or email.