SMS Bot for Customer Service
Message customers2 min readUpdated 2026-03-12
SMS Bot for Customer Service
Customer service teams handle the same questions repeatedly — business hours, ticket status, password resets, office locations. SMS Bot automates these replies so agents can focus on complex issues.
Example Keywords and Replies
| Keyword | Reply Type | Example Response |
|---|---|---|
status | Dynamic webhook | Fetches open ticket status by customer phone number |
hours | Static text | "Support hours: Monday–Friday, 8 AM–8 PM ET. Weekend: 10 AM–4 PM ET." |
password | Static text | "Reset your password at [reset-url]. If you need help, reply AGENT." |
agent | Static text | "Connecting you with a team member. You'll receive a response within 5 minutes." |
help | Menu | "Reply 1 for ticket status, 2 for business hours, 3 for billing, 4 for an agent" |
Setup Approach
- Identify your top 10 repeat questions. Check your ticket system for the most common topics — these become your keyword/reply pairs.
- Create an escalation path. Always include a keyword (like "agent") that notifies a live team member when the bot can't help.
- Use menus for triage. A main "help" menu reduces misrouted inquiries and gives customers clear options.
For step-by-step setup, see Automate SMS Replies with SMS Bot.
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