SMS: Handling Text Messages
SkipCalls includes a built-in SMS system that lets your AI agents handle text message conversations. This article covers how SMS works, how to enable it, and how to manage conversations.
Two Ways SMS Works
Post-Call SMS — A fixed text message sent automatically after an incoming call ends. This is a simple, one-way message (up to 160 characters). No AI is involved.
SMS Agent (Two-Way Conversations) — When someone texts your agent's phone number, the AI reads the message and writes a response based on your instructions and knowledge base. You can monitor, approve, and participate in these conversations.
These two modes are independent. You can use one without the other.
What happens when someone texts your number
The text message arrives at your agent's phone number.
A conversation thread is created (or an existing one continues).
You get a notification about the incoming message.
If the SMS Agent is enabled, the AI writes a response.
Depending on your settings, the response is sent automatically or held for your approval.
Setting Up SMS
SMS settings are in each agent's settings under the SMS tab.
Post-Call SMS
Enter a message (up to 160 characters) that will be sent after every incoming call. Leave it empty to disable.
SMS Agent (Two-Way)
Toggle Allow Incoming SMS to turn on the AI-powered SMS agent. Once enabled:
SMS Instructions — Tell the AI how to respond to texts. You can write from scratch or copy your call instructions as a starting point.
Use Call Flow for SMS — When on, the SMS agent also uses your incoming call instructions alongside SMS-specific ones.
Auto-Respond — When on, AI responses are sent immediately. When off, every response waits for your approval first.
Response Delay — When auto-respond is on, you can add a delay (0 to 300 seconds) so responses feel more natural. Quick presets are available: Instant, 5s, 10s, 30s, 1 min, etc.
The SMS Manager
Open the SMS Manager page from the dashboard. You'll see:
Left side — All your conversation threads.
Right side — The selected conversation with all messages.
On mobile, the layout adjusts to show one panel at a time.
If you don't have any conversations yet, a demo mode shows sample conversations to help you get familiar with the interface.
Conversation List
Each conversation shows:
The contact's phone number
A status badge: Active (green), Paused (yellow), Ended (red), or Blocked (gray)
A preview of the latest message
The agent handling it
When the last message was sent
Unread message count
To delete a conversation, hover over it and click the trash icon. This removes all messages permanently.
Reading a Conversation
Click a conversation to see all messages as chat bubbles. Messages from the contact appear on the left, and your agent's messages appear on the right. Each message shows who sent it, the time, and the delivery status.
Conversations refresh automatically every 5 seconds.
Conversation Statuses
You can change a conversation's status using the dropdown at the top:
Active — AI responds normally. This is the default.
Paused — AI stops responding. You can still send messages manually. Use this when you want to take over a conversation yourself.
Ended — Conversation is closed. Incoming texts are ignored. You can Restart it if needed.
Blocked — Incoming texts from this contact are ignored. You can still send them messages manually.
Approving AI Responses
When Auto-Respond is off, the AI still writes a response, but it's held until you take action:
Approve — Sends the response as-is (you can edit it first).
Reject — Discards the response.
Regenerate — Asks the AI to try again. You can give feedback like "make it shorter" or "include our business hours."
You'll get a notification whenever a response needs your approval.
Sending Messages Manually
At the bottom of every conversation, there's a text area where you can type and send messages yourself. These are sent immediately and aren't AI-generated.
Press Enter to send, or Shift+Enter for a new line.
You can't send messages to Ended conversations — restart them first.
Searching Conversations
Click Search conversations at the top of the list. Type at least 2 characters to search across all your messages and phone numbers. Click a result to jump to that conversation.
Notifications
SkipCalls sends notifications for SMS events (if enabled in your profile):
Incoming message — When someone texts your agent's number.
Approval needed — When an AI response needs your review.
Ignored message — When someone texts a number whose conversation has been ended.
Good to Know
Maximum message length: 1,600 characters.
Manual messages are limited to 10 per minute.
The AI considers the last 20 messages in a conversation plus your agent's knowledge base when writing a response.
The AI can use tools during conversations (like booking appointments) if configured.