Cold SMS & inbox

Cold SMS turns a campaign into a two-way, AI-handled text conversation. You upload a list of contacts, the agent sends your opening message, and when a lead replies the agent answers automatically — the same agent (prompt, knowledge base, tools) that powers your calls and chat, now over text. A human can jump in at any time from the per-campaign inbox.

Create an SMS campaign

1. Go to Campaigns → + New campaign and choose Cold SMS (the chooser splits Cold Calling and Cold SMS into separate flows).
2. Pick the agent and the sender number (a number on your account).
3. Write the opening message — the first text every contact receives.
4. Upload contacts (CSV) and launch.

Campaigns are split into Cold Calling and Cold SMS tabs on the list so voice and text never mix. SMS rows read in text language — "texting from … · N recipients" and "N sent · N undelivered".

The two-way loop

Campaign sends opening text → lead replies → agent auto-answers (SMS-style prompt)
        → conversation continues → a human can take over anytime

Inbound replies arrive on the sender number's messaging webhook, are matched to the agent, and run through the normal agent pipeline with a concise texting-style prompt (plain text, short). Every message — yours, the lead's, and the agent's — is stored so the next reply keeps context.

The SMS inbox

Each Cold SMS campaign has a Messages button that opens a dedicated inbox for that campaign:

• Left: every recipient, most-recently-active first, with an avatar, last-message preview, and a green unread count when a lead has texted and no one has opened it yet.
• Right: the full two-way thread — your sends and the agent's replies on the right, the lead's messages on the left — with day separators and timestamps.
• Reply by hand from the composer at any time, alongside the agent's automatic replies. The inbox polls every few seconds so new messages appear live.

Take over a lead (AI on/off)

Every chat has an AI on / off toggle in the thread header (also in the right-click menu). It's on by default — the agent auto-replies. Turn it off for one lead and:

• the lead's inbound texts still land in your inbox (with the unread badge),
• but the agent stays silent so you reply yourself.

This is per-contact, so you can hand-hold one hot lead while the agent handles everyone else automatically. Turn it back on to resume automation.

Manage a conversation

Right-click a chat (or use the ⋮ menu) for:

• Rename — give a contact a friendly name instead of a raw number.
• Mark as read/unread, Pin, Archive — organize the list.
• Block — adds the contact to the STOP list; neither you nor the agent can text them again.
• Export chat — download the conversation as a text file.
• Clear / Delete chat — remove the thread's messages.

Attachments & voice

• Attach a photo, video, or file (image / video / PDF) from the composer — it's stored in the thread and sent to the lead as an MMS. Images and videos render inline; other files show as a download link.
• Voice — tap the mic to record; your speech is transcribed to text and dropped into the composer to review and send.

Compliance & carrier safety

Cold SMS is governed to keep your sender number healthy — a number that texts too fast or too much gets flagged and blocked by carriers.

• STOP / opt-out is honored automatically and forever. A contact who replies STOP (or UNSUBSCRIBE, CANCEL…) is added to the opt-out list; START opts them back in.
• Send rate is capped at a safe pace (about 12/minute) regardless of campaign settings.
• Daily volume is capped per sender number (a safe default per rolling 24h). At the cap, campaigns auto-pause and resume as the window frees up; a manual send is held back with a clear message.

These caps are conservative defaults for an unregistered number and lift as your sender reputation grows.

Deliverability — important

• 10DLC registration is required for reliable delivery to US mobile numbers. US carriers filter unregistered application-to-person traffic even when it's accepted — so register a brand + campaign with your provider before running real volume.
• International SMS from a US long code isn't deliverable (e.g. US → other countries) — you'd need a local number in the destination country.
• Delivery is tracked from the carrier receipt: a text that's accepted but not delivered is marked undelivered with the carrier's reason, so you never see a false "sent".

Costs

SMS is billed on carriage, not tokens — the AI reply cost per message is negligible. Budget roughly one to two cents per segment (a 160-character message), plus your provider's per-message carrier fee. Multi-part or MMS messages cost more.