14.1 Overview

The SMS section of AIUNIFY Call Center allows customers to send text messages from assigned business phone numbers, communicate with individual contacts, send messages to multiple recipients, review conversation history, and monitor basic messaging activity.

The SMS system uses the same connected Twilio infrastructure that supports the platform’s calling features.

Customer SMS functions may include:

1. Viewing SMS-capable phone numbers
2. Sending a message to one recipient
3. Sending a message to multiple recipients
4. Importing recipients from contact lists
5. Validating telephone-number formats
6. Reviewing successful and failed sends
7. Viewing SMS conversations
8. Replying to incoming messages
9. Assigning an AI Agent to a phone number
10. Reviewing message history
11. Viewing basic SMS analytics
12. Accessing the SMS Templates section

Only telephone numbers assigned to the signed-in customer and marked with SMS capability are available in the SMS section.

14.2 Requirements for Using SMS

Before sending SMS messages, confirm that the customer account has:

1. An active AIUNIFY Call Center account
2. Permission to access SMS features
3. At least one assigned telephone number
4. SMS capability enabled on that number
5. An active Twilio connection provided by the platform
6. Sufficient account credits when SMS usage is billed
7. Valid recipient telephone numbers
8. Required customer consent to send messages
9. Compliance with applicable carrier and messaging rules

A number that supports Voice does not automatically support SMS.

The number must specifically display SMS capability.

14.3 Opening SMS Management

To open the SMS section:

1. Sign in to AIUNIFY Call Center.
2. Open the main navigation menu.
3. Locate the communications or SMS section.
4. Select SMS or SMS Management.

The main SMS page is located at:

The page displays SMS-capable phone numbers assigned to the customer account.

14.4 Understanding the SMS Management Page

The SMS Management page provides an overview of the customer’s SMS telephone numbers and messaging tools.

The page may display:

1. Total SMS-capable numbers
2. Assigned telephone numbers
3. Friendly names
4. Voice capability
5. SMS capability
6. MMS capability
7. Number status
8. Assigned AI Agent
9. Conversation count
10. Quick messaging actions
11. Conversation access
12. Template access
13. Analytics access

Only assigned numbers owned by the signed-in customer should appear.

14.5 SMS-Capable Phone Numbers

AIUNIFY Call Center retrieves telephone numbers that meet all of the following conditions:

1. The number belongs to the signed-in customer
2. The number has Assigned status
3. The number’s capabilities include SMS

A number may also display additional capabilities.

Voice

The number can be used for eligible telephone calls.

SMS

The number can send and receive text messages when properly configured.

MMS

The number may support multimedia messages through the provider.

The current customer compose interface is primarily designed for text-message content. Although MMS capability may appear on a number, the current compose page does not provide a complete media-attachment workflow.

14.6 No SMS Numbers Assigned

When the customer has no assigned SMS-capable numbers, the page may display:

The customer may also see a message instructing them to contact an administrator or add a phone number.

To resolve this:

1. Open Phone Numbers.
2. Review the customer’s assigned numbers.
3. Confirm whether any number supports SMS.
4. Purchase or request an SMS-capable number when available.
5. Confirm that the number is assigned to the correct customer account.
6. Return to SMS Management.

If a number was recently assigned, sign out and sign back in or refresh the page.

14.7 Understanding the SMS Quick Actions

The SMS Management page may include several quick actions.

New Message

Opens the Compose SMS page.

View Conversations

Displays SMS conversations across the customer’s assigned numbers.

SMS Templates

Opens the reusable SMS Templates section.

SMS Analytics

Displays basic messaging activity and performance measurements.

Assign AI Agent

Connects an active AI Agent to an SMS-capable phone number.

The exact buttons shown may depend on the number’s current assignment and the signed-in user’s permissions.

14.8 Opening the Compose Page

To create a new text message:

1. Open SMS Management.
2. Click New Message, Compose, or Send SMS.

The compose page is located at:

The page supports both single-recipient and bulk-recipient messaging.

14.9 Selecting the Sending Phone Number

Before sending a message, select the number that will appear as the sender.

The From field displays SMS-capable numbers assigned to the customer.

To select a number:

1. Open the From dropdown.
2. Review the available numbers and friendly names.
3. Select the appropriate business number.
4. Confirm that it supports SMS.

Use a number associated with the correct:

1. Business
2. Department
3. Campaign
4. Customer service team
5. Sales team
6. Geographic market
7. AI Agent workflow

Recipients may reply to the selected sending number.

14.10 Single-Recipient Messaging

The Single Recipient option is used to send a message to one telephone number.

To send a single message:

1. Open the Compose page.
2. Select Single.
3. Select the sending phone number.
4. Enter the recipient’s telephone number.
5. Enter the message.
6. Review the number format.
7. Review the message length and segment count.
8. Click Send Message or Send SMS.

The system validates the recipient before submitting the message.

14.11 Recipient Phone-Number Format

Recipient numbers should be entered in international format.

For example:

The number should generally contain:

1. A plus sign
2. Country code
3. Area or regional code
4. Local telephone number

Avoid entering:

1. Letters
2. Extensions
3. Missing country codes
4. Multiple numbers in the single-recipient field
5. Incomplete numbers
6. Unsupported punctuation

The interface validates and formats the number before sending.

14.12 Invalid Single Recipient

If the recipient number is invalid, the interface may display:

or:

To correct it:

1. Confirm the country code.
2. Remove unnecessary spaces or punctuation.
3. Confirm that the number contains all required digits.
4. Enter the number in international format.
5. Submit the message again.

The system will not intentionally send a single-recipient message when the number fails validation.

14.13 Bulk Messaging

The Bulk Recipients option allows a customer to send the same message to multiple telephone numbers.

To send a bulk message:

1. Open the Compose page.
2. Select Bulk.
3. Select the sending phone number.
4. Add recipient numbers.
5. Review each recipient tag.
6. Import contact-list numbers when needed.
7. Enter the message.
8. Review the segment count.
9. Click Send to Recipients.

Each valid recipient is processed separately.

14.14 Adding Bulk Recipients Manually

Bulk recipients may be entered manually into the recipient area.

Depending on the interface, numbers may be separated by:

1. Enter
2. Commas
3. Spaces
4. Line breaks
5. Pasted lists

Each number becomes an individual recipient tag.

The interface evaluates each tag and marks whether the number is valid.

Review all recipient tags before sending.

14.15 Bulk Recipient Validation

Bulk numbers are divided into two categories.

Valid Numbers

Valid numbers have an acceptable international format and are eligible to be submitted.

Invalid Numbers

Invalid numbers contain a formatting problem or cannot be interpreted as a valid recipient.

If one or more numbers are invalid, the system opens a validation window.

The customer may be given the option to:

1. Correct the invalid numbers
2. Cancel the send
3. Send only to valid numbers

Do not assume that every pasted telephone number was accepted.

14.16 Sending Only to Valid Numbers

When a bulk list contains both valid and invalid recipients, the customer may choose to continue with only the valid numbers.

To do this:

1. Review the validation results.
2. Confirm which numbers are invalid.
3. Select Send Valid Only when available.
4. Confirm the send.

The invalid numbers are skipped.

The system then processes only the recipients that passed validation.

14.17 Correcting Invalid Bulk Numbers

To correct invalid numbers:

1. Close the validation message.
2. Locate each invalid recipient tag.
3. Confirm the country code.
4. Remove invalid characters.
5. Correct missing or extra digits.
6. Validate the list again.
7. Send after all required numbers are valid.

The interface may display a reminder to fix invalid numbers and try again.

14.18 Importing Recipients from Contact Lists

The Compose page can import telephone numbers from customer-owned contact lists.

To import recipients:

1. Select Bulk Recipients.
2. Click Import from Contact Lists.
3. Review the available contact lists.
4. Select one or more lists.
5. Review the number of contacts in each list.
6. Click Import Selected.
7. Wait for the import to complete.
8. Review the imported recipient tags.

Only contact lists belonging to the signed-in customer are eligible.

14.19 How Contact-List Import Works

The system:

1. Receives the selected contact-list IDs.
2. Confirms that the lists belong to the signed-in customer.
3. Retrieves contacts with telephone numbers.
4. Removes duplicate database results when possible.
5. Returns the telephone numbers to the Compose page.
6. Adds them to the recipient list.

Contacts without a telephone number are not imported.

Imported numbers must still pass recipient validation before sending.

14.20 No Numbers Found in a Contact List

The system may display:

This can occur when:

1. The lists are empty
2. Contacts do not have telephone numbers
3. Telephone numbers were stored in another field
4. The selected lists do not belong to the account
5. The records were deleted
6. The import request failed

Review the Contacts and Contact Lists sections before trying again.

14.21 Duplicate Recipients

A recipient may appear more than once when:

1. The same number is entered manually and imported
2. A contact belongs to multiple lists
3. Different formatting is used for the same number
4. Duplicate contact records exist

Review the recipient list carefully.

Sending the same message to the same person multiple times may:

1. Increase credit usage
2. Create a poor customer experience
3. Produce complaints
4. Violate messaging expectations
5. Trigger carrier filtering

Remove unnecessary duplicate recipients before sending.

14.22 Writing the Message

Enter the text in the Message field.

A useful SMS message should clearly identify:

1. The business or sender
2. The purpose of the message
3. The requested customer action
4. Relevant dates or deadlines
5. Contact information when necessary
6. Opt-out instructions when required

Avoid overly long messages, unclear abbreviations, and unnecessary links.

14.23 Maximum Message Length

The current application accepts message content up to:

A message longer than the supported limit will fail validation.

The interface calculates an estimated segment count using 160 characters per segment.

For example:

1. 1–160 characters: 1 segment
2. 161–320 characters: 2 segments
3. 321–480 characters: 3 segments

Actual carrier segmentation can vary when special characters, emojis, Unicode text, or provider-specific encoding is used.

14.24 Understanding SMS Segments

A long message may be divided into multiple SMS segments.

Although the recipient may see one combined message, the provider may process and bill it as several segments.

Longer messages can therefore increase:

1. Provider costs
2. AIUNIFY credit usage
3. Delivery time
4. Filtering risk
5. Recipient reading time

Keep messages concise whenever possible.

14.25 Special Characters and Emojis

Characters outside the standard SMS character set may cause the message to use a different encoding.

This may reduce the number of characters allowed in each segment.

Examples can include:

1. Emojis
2. Certain quotation marks
3. Accented characters
4. Non-Latin alphabets
5. Special symbols

The on-screen segment estimate uses a basic 160-character calculation and may not exactly match provider billing for every message.

14.26 Sending the Message

Before selecting Send, confirm:

1. The correct From number
2. The correct recipient or recipient list
3. The message content
4. The segment count
5. The customer’s credit balance
6. Consent to contact the recipients
7. The absence of unnecessary duplicates
8. Required opt-out language
9. Correct links and telephone numbers

Then click the Send button once.

Do not repeatedly click Send while the message is processing.

14.27 What Happens When a Message Is Sent

For each valid recipient, AIUNIFY Call Center:

1. Confirms that the selected sending number belongs to the customer.
2. Confirms that the number supports SMS.
3. Finds an existing conversation between the business number and recipient.
4. Creates a new conversation when none exists.
5. Sends the message through the configured Twilio provider.
6. Creates an outbound message record.
7. Stores the sender number.
8. Stores the recipient number.
9. Stores the message content.
10. Stores the provider message identifier when returned.
11. Marks the message with an initial status.
12. Updates the conversation’s last-message time.

Each recipient has a separate conversation and message record.

14.28 Bulk Send Results

After a bulk send, the system may report:

1. Successful recipients
2. Failed recipients
3. Skipped recipients
4. Invalid numbers
5. Provider errors

A partially successful send means some recipients received a submitted message while others did not.

Do not resend the entire list without first identifying which recipients failed.

Doing so may duplicate messages for recipients who were already successful.

14.29 Successful Messages

A successful application result means the provider accepted the send request.

The message record is stored with an outbound direction and an initial sent status.

Provider acceptance does not always guarantee final delivery to the recipient’s device.

Final delivery may still be affected by:

1. Carrier filtering
2. Invalid or disconnected numbers
3. Recipient blocking
4. Network delays
5. Regulatory restrictions
6. Messaging registration
7. Destination limitations

Review delivery information when available.

14.30 Failed Messages

A message may fail because of:

1. Invalid recipient number
2. Unsupported destination
3. Insufficient provider funds
4. Insufficient customer credits
5. SMS capability disabled
6. Incorrect Twilio configuration
7. Carrier rejection
8. Geographic restriction
9. Blocked content
10. Messaging-registration issue
11. Network or provider error

The failed-recipient result may include a reason.

Correct the cause before sending again.

14.31 Skipped Messages

A recipient may be skipped when:

1. The number failed validation
2. The number was malformed
3. No valid numbers remained
4. The recipient was excluded from the valid-only send
5. The send encountered an immediate error

Skipped recipients should be reviewed separately from successful recipients.

14.32 Opening SMS Conversations

To review message history:

1. Open SMS Management.
2. Select View Conversations.

The conversation page is located at:

The page displays conversations associated with the customer’s assigned SMS phone numbers.

14.33 Understanding the Conversation List

Each conversation may display:

1. Contact telephone number
2. Contact name when available
3. Business phone number
4. Conversation status
5. Last message time
6. Unread count
7. Number of messages
8. Assigned AI Agent

Conversations are associated with a specific customer-owned phone number and a specific contact phone number.

The same contact may have separate conversations when communicating through different business numbers.

14.34 Selecting a Conversation

To open a conversation:

1. Locate the contact in the conversation list.
2. Select the conversation.
3. Wait for the message history to load.

The first available conversation may open automatically.

The message panel displays inbound and outbound messages in chronological order.

14.35 Understanding Message Direction

Messages are identified as either inbound or outbound.

Inbound

The message was received from the contact.

Inbound messages normally appear on the contact side of the conversation.

Outbound

The message was sent from the business number.

Outbound messages normally appear on the business side of the conversation.

Each message also displays its relative sending or receiving time.

14.36 Human and AI-Generated Messages

An outbound message may be marked as manually generated or AI-generated.

Human Message

A customer user manually entered and sent the message.

AI-Generated Message

An assigned AI Agent created the response.

The conversation interface may display a robot icon for AI-generated messages.

Review AI-generated responses regularly to confirm that they remain accurate and appropriate.

14.37 Replying to a Conversation

To reply manually:

1. Open SMS Conversations.
2. Select a conversation.
3. Enter the response in the message field.
4. Review the message.
5. Click the Send icon.

The reply is sent from the phone number connected to that conversation.

The customer does not need to select the From number again.

14.38 Keyboard Controls in Conversations

The message field supports keyboard sending.

Enter

Sends the message.

Shift + Enter

Creates a new line without sending.

Review the message before pressing Enter because the conversation interface sends immediately.

14.39 Conversation Reply Limit

Manual conversation replies are limited to:

If the message exceeds the limit, the request will fail validation.

Keep replies concise and appropriate for SMS delivery.

14.40 Conversation Search

The Conversations page may include a search field.

Use it to locate a conversation by:

1. Contact telephone number
2. Contact name
3. Business number
4. Recent activity

If no result appears:

1. Clear the search.
2. Confirm that the conversation belongs to the selected customer number.
3. Confirm that the message was actually received or sent.
4. Review another assigned number.

14.41 Conversation Status

A conversation may display a status such as Active.

An Active conversation represents an ongoing messaging thread.

The current customer interface primarily presents active conversation activity. Additional status-management controls may be limited in the current release.

14.42 Unread Messages

The conversation record contains an unread count.

This count can help identify conversations requiring attention.

When reviewing messages:

1. Respond promptly to customer questions
2. Confirm that urgent issues are escalated
3. Avoid leaving unresolved replies
4. Review AI responses for accuracy
5. Maintain consistent business communication

The current interface may not provide a complete inbox-management workflow for every unread-state action.

14.43 Assigning an AI Agent to an SMS Number

An active AI Agent can be connected to an SMS-capable phone number.

To assign one:

1. Open SMS Management.
2. Locate the required phone number.
3. Click Assign Agent.
4. Review the available active AI Agents.
5. Select the appropriate AI Agent.
6. Save the assignment.

After assignment, the number may display the AI Agent’s name.

14.44 Changing the Assigned AI Agent

When a phone number already has an AI Agent, the button may display:

To change it:

1. Open the number’s AI Agent control.
2. Select another active AI Agent.
3. Save the assignment.
4. Test the number.
5. Review the next incoming conversation.

Changing the assigned AI Agent may change how future incoming messages are answered.

14.45 AI Responses to Incoming Messages

When an incoming SMS reaches an assigned number, the system:

1. Identifies the receiving business number.
2. Confirms that the number is assigned and supports SMS.
3. Checks whether an AI Agent is assigned.
4. Parses the incoming provider message.
5. Creates or updates the conversation.
6. Stores the inbound message.
7. Starts the AI response process when configured.
8. Stores the generated outbound response.
9. Updates conversation activity.
10. Broadcasts message updates to the interface when real-time services are operating.

AI-generated responses are marked separately from human responses.

14.46 Incoming Messages Without an AI Agent

The current incoming webhook workflow checks for an assigned AI Agent.

When no AI Agent is assigned, the provider response may indicate:

This means customers expecting automated inbound SMS handling should assign an AI Agent to the number.

Manual outbound messaging can still be used independently, but the automatic inbound-response workflow depends on an assigned AI Agent in the current source version.

14.47 Monitoring AI Agent Responses

Customers should regularly review:

1. AI response accuracy
2. Customer questions
3. Unresolved requests
4. Incorrect assumptions
5. Sensitive conversations
6. Escalation needs
7. Opt-out requests
8. Repeated messages
9. Inappropriate language
10. Business-policy compliance

AI responses should not be left completely unsupervised.

A human user should intervene when the conversation requires judgment, authorization, or sensitive assistance.

14.48 SMS Templates

The SMS Templates section is intended to provide reusable text for frequently sent messages.

Templates can help standardize:

1. Appointment reminders
2. Follow-up messages
3. Sales responses
4. Support confirmations
5. Payment reminders
6. Event notices
7. Callback messages
8. Customer updates

The section can be opened from SMS Management or:

14.49 Current SMS Template Availability

The current application contains:

1. An SMS Templates page
2. A Create Template button
3. An empty-state message
4. A customer template relationship in the backend
5. A controller that retrieves customer templates

However, the current frontend page does not contain a complete working form or connected create, edit, delete, and use workflow.

The Create Template buttons are displayed, but no completed action is attached in the current source version.

Customers should therefore treat SMS Templates as a developing feature until the creation workflow is completed.

14.50 No Templates Yet

The Templates page currently may display:

and:

Selecting Create Template may not open a working creation form in the current release.

Customers can continue composing messages manually.

Frequently used approved message text may be maintained in an authorized external document until the template workflow is completed.

14.51 Recommended Temporary Template Process

Until the full template feature is active:

1. Create approved messages in a secure internal document.
2. Label each message by purpose.
3. Review consent and opt-out language.
4. Copy the approved text into the SMS Compose page.
5. Replace customer-specific details.
6. Confirm the final content before sending.

Do not store private customer information inside a reusable template.

14.52 Opening SMS Analytics

To view SMS activity:

1. Open SMS Management.
2. Select SMS Analytics.

The analytics page is located at:

The page provides an overview of messaging activity associated with the customer’s SMS numbers.

14.53 Total Conversations

Total Conversations represents the number of conversation records connected to the customer’s assigned phone numbers.

A conversation is generally created for a unique combination of:

1. Customer phone number
2. Contact phone number

The same contact can therefore appear in multiple conversations when different business numbers are used.

14.54 Total Messages

Total Messages includes messages stored across the customer’s SMS conversations.

This may include:

1. Inbound messages
2. Manually sent outbound messages
3. AI-generated outbound messages
4. Successful message records
5. Failed message records when stored

Use the conversation history to understand the details behind the total.

14.55 Active Conversations

Active Conversations counts conversation records whose status is Active.

This metric indicates the amount of current messaging activity stored under the customer’s phone numbers.

An Active status does not necessarily mean the recipient is currently online or responding in real time.

14.56 AI Responses

The analytics page includes an AI Responses measurement.

In the current source implementation, this value counts messages marked as AI-generated.

Although the backend field is named ai_response_rate, the current calculation is a count rather than a percentage.

Do not interpret it as a delivery rate or response percentage.

14.57 Current Analytics Limitation

The analytics interface indicates that more detailed analytics are planned.

The current page primarily provides summary cards.

Advanced measurements such as the following may not yet be fully available:

1. Delivery rate
2. Failure rate
3. Response rate
4. Opt-out rate
5. Cost by campaign
6. Segment usage
7. Carrier filtering
8. Response time
9. Agent performance
10. Conversion tracking

Use provider records, credit history, and conversation history when more detailed analysis is required.

14.58 SMS Billing and Credits

The SMS section is designed to use unified billing with the platform’s calling services.

SMS costs may be influenced by:

1. Number of recipients
2. Number of segments
3. Destination country
4. Carrier
5. Message type
6. Provider price
7. Platform pricing rules
8. MMS usage
9. AI response activity

A bulk message containing three segments and 100 recipients can create substantially more usage than a one-segment message to one recipient.

Review the customer credit balance before large sends.

14.59 SMS and MMS Differences

SMS

SMS is primarily text-based messaging.

The customer compose page currently supports text messages.

MMS

MMS may support media such as images or other attachments.

A number may show MMS capability, but the current customer compose interface does not provide a complete attachment uploader or media-message workflow.

Do not assume MMS sending is available solely because the capability badge is displayed.

14.60 Delivery Statuses

Message records can contain provider and application statuses.

Possible statuses may include:

1. Queued
2. Sent
3. Delivered
4. Failed
5. Undelivered
6. Received

The status available in the interface depends on provider callbacks and current page support.

A Sent status commonly means the provider accepted the message for processing.

A Delivered status provides stronger confirmation that the carrier reported delivery.

14.61 Provider Message Identifiers

When Twilio accepts a message, the application stores the provider message identifier when available.

This identifier helps administrators investigate:

1. Failed delivery
2. Duplicate messages
3. Provider errors
4. Billing questions
5. Status-callback problems

Customers normally do not need to use this identifier unless support requests it.

14.62 Real-Time Conversation Updates

The system includes events for broadcasting sent and received SMS messages.

When real-time services are configured correctly, conversations may update without a complete page reload.

If new messages do not appear:

1. Refresh the conversation.
2. Confirm that the provider webhook received the message.
3. Confirm that the number is assigned.
4. Confirm that real-time broadcasting is operating.
5. Contact the administrator when the issue continues.

14.63 Consent and Opt-Out Requests

Customers should send messages only to recipients they are authorized to contact.

Messaging procedures should include:

1. Documented recipient consent
2. Clear business identification
3. Appropriate message frequency
4. Accurate content
5. An opt-out process
6. Immediate review of STOP or similar requests
7. Protection of customer information

Do not continue promotional messaging to a recipient who has withdrawn consent.

14.64 Message Content Practices

Use professional and clear language.

Messages should:

1. Identify the business
2. State the purpose
3. Avoid misleading claims
4. Avoid unnecessary urgency
5. Include accurate links
6. Protect confidential information
7. Avoid requesting sensitive passwords
8. Include opt-out instructions where required
9. Be proofread before sending

Do not include private financial, health, authentication, or identity information unless the communication process has been approved for it.

14.65 Recommended Bulk Messaging Practices

Before sending to a large list:

1. Clean the contact list.
2. Remove duplicates.
3. Validate international formatting.
4. Confirm consent.
5. Use a test recipient first.
6. Review message segments.
7. Review credits.
8. Confirm the sending number.
9. Confirm business identification.
10. Confirm opt-out language.
11. Send during appropriate hours.
12. Monitor responses and failures.

A small test send can reveal formatting and provider issues before the full list is processed.

14.66 Troubleshooting: No SMS Numbers Appear

Confirm:

1. The number belongs to the customer
2. The number has Assigned status
3. SMS capability is enabled
4. The correct customer account is signed in
5. The number was not revoked
6. The number was not released
7. The page was refreshed after assignment

Contact the administrator if the number appears elsewhere but not in SMS Management.

14.67 Troubleshooting: Send Button Is Disabled

The Send button may remain unavailable when:

1. No sending number is selected
2. No recipient is entered
3. All recipients are invalid
4. The message is empty
5. The message exceeds the limit
6. The request is currently processing
7. No SMS-capable number exists

Complete all required fields and review validation messages.

14.68 Troubleshooting: Contact-List Import Fails

Confirm:

1. At least one contact list was selected
2. The lists belong to the customer
3. The lists contain contacts
4. Contacts contain phone numbers
5. The numbers are stored in the correct field
6. The account session is active
7. The application can reach the import route

Try importing one list at a time to isolate the problem.

14.69 Troubleshooting: Some Bulk Messages Fail

Review:

1. Invalid-number results
2. Failed-number results
3. Provider reasons
4. Destination countries
5. Carrier restrictions
6. Customer credits
7. Message content
8. Sending-number capability
9. Messaging registration

Resend only to the recipients that did not succeed.

14.70 Troubleshooting: Incoming Messages Do Not Appear

Confirm:

1. The receiving number supports SMS
2. The number has Assigned status
3. The number belongs to the customer
4. Provider webhooks are configured
5. The contact sent to the correct number
6. An AI Agent is assigned when automatic inbound handling is expected
7. The conversation page was refreshed
8. The provider received the incoming message

An administrator may need to inspect the SMS webhook logs.

14.71 Troubleshooting: AI Agent Does Not Reply

Confirm:

1. An AI Agent is assigned to the number
2. The AI Agent is Active
3. The number supports SMS
4. The incoming webhook is configured
5. The AI provider configuration is active
6. The account has sufficient credits
7. The conversation was created
8. The AI response job completed
9. No provider error occurred

Review the conversation manually and respond when necessary.

14.72 Troubleshooting: Template Buttons Do Nothing

The current SMS Templates page does not contain a completed template-management workflow.

The buttons may be visible without a functioning create form.

This is a current feature limitation rather than a customer configuration error.

Continue using the Compose page until the feature is completed.

14.73 Troubleshooting: Analytics Do Not Match Expectations

Remember:

1. Total Messages includes stored inbound and outbound records
2. Total Conversations counts conversation records, not unique people
3. Active Conversations counts records with Active status
4. AI Responses is currently a count, not a percentage
5. Detailed delivery analytics are not fully implemented

Compare the analytics summary with conversation history and provider records.

14.74 Customer SMS Readiness Checklist

Before using SMS for customer communications, confirm:

1. An SMS-capable number is assigned.
2. The number appears in SMS Management.
3. The correct business number is selected.
4. Recipient numbers use international format.
5. Contact lists contain valid numbers.
6. Duplicate recipients were removed.
7. The message identifies the business.
8. Consent requirements are satisfied.
9. Opt-out language is included where required.
10. The segment count is acceptable.
11. Sufficient credits are available.
12. A test message was completed.
13. Conversations are being recorded.
14. Incoming messages are monitored.
15. AI Agent responses are supervised.

14.75 Chapter Summary

AIUNIFY Call Center allows customers to send and manage SMS messages using assigned SMS-capable telephone numbers.

Customers can send to one recipient, add multiple recipients, or import recipients from customer-owned contact lists.

Telephone numbers are validated before sending, and invalid bulk recipients can be corrected or skipped.

Messages may contain up to 1,600 characters. The interface estimates segments using 160 characters per segment.

Each valid recipient is processed separately. The system creates or updates a conversation, sends the message through Twilio, records the message, and updates conversation activity.

The Conversations page displays inbound, outbound, manually created, and AI-generated messages. Customers can select a conversation and send a manual reply.

An active AI Agent may be assigned to an SMS-capable number for automated inbound responses.

The SMS Templates page exists, but its complete create and management workflow is not yet connected in the current release.

The SMS Analytics page currently displays Total Conversations, Total Messages, Active Conversations, and a count of AI-generated responses. More detailed analytics are planned.

Customers should validate numbers, monitor credits, maintain recipient consent, supervise AI responses, and review failed or skipped recipients before resending messages