Direct Answer (TL;DR)
Brilo AI two-way SMS lets your Brilo AI voice agent send and receive text messages so human agents can review, reply, and continue the conversation. Enable two-way SMS by configuring a messaging channel for your campaign, routing inbound messages to agent queues or your CRM, and mapping reply webhooks so agent responses are delivered back to the customer. Two-way messaging supports message threading, opt-out handling, and transcript capture for audit and review. Once enabled, agents can follow up from their CRM or the Brilo AI agent console (when integrated).
Can agents reply to texts and continue the same conversation? — Yes. Agents can pick up an inbound SMS thread and reply while Brilo AI preserves message history and metadata.
How do I turn on two-way texting for campaigns? — Configure a messaging channel, route inbound messages to an agent queue or CRM, and enable the webhook for outbound replies.
Can my agents see the SMS transcript before replying? — When configured, Brilo AI stores message threads and exposes transcripts to agents through the configured CRM or webhook endpoint.
Why This Question Comes Up (problem context)
Enterprise buyers ask about two-way SMS because outbound SMS alone leaves open tasks: customers reply, but replies must be routed, triaged, and resolved by humans. Banking, insurance, and healthcare teams need predictable routing so licensed staff, case managers, or financial agents can follow up without losing context. Buyers also need clear controls for opt-outs, message threading, and audit trails that meet internal policies.
How It Works (High-Level)
When enabled, Brilo AI two-way SMS accepts inbound SMS replies and links them to the originating call or campaign using message threading. Brilo AI can then route incoming messages to:
an agent queue for live follow-up,
your CRM record via a webhook,
or a rules-based workflow for automated triage.
In Brilo AI, two-way SMS is the configured messaging channel that accepts inbound messages and enables outbound replies tied to the same conversation thread. Message threading is how the system groups SMS replies, the originating call, and related metadata into a single conversation record.
For an overview of Brilo AI’s multi-channel and follow-up behavior, see the Brilo AI resources on AI customer engagement: Brilo AI resources: AI in customer engagement.
Guardrails & Boundaries
Brilo AI enforces safety and routing limits you configure. Typical guardrails include stop-words and opt-out detection, maximum automated reply attempts, and thresholds that trigger human review. Brilo AI should not be the only control for regulated decisions; configure human approval steps for any financial, clinical, or eligibility determinations.
An opt-out rule is the configured condition that immediately stops automated messaging for a customer and routes further messages to compliance review. Transcript retention is the configured policy that determines how long SMS threads and agent replies are stored for audit.
If you need message content filtering, opt-out suppression, or supervisory review, enable those policies before turning on two-way SMS. For channel and routing best practices, review the Brilo AI service reminders and multi-channel guidance: Brilo AI use case: AI Phone & Voice Agents for Service Reminders & Confirmations.
Applied Examples
Healthcare example: A clinic’s Brilo AI voice agent confirms appointments by SMS. When a patient replies “Can we reschedule?”, two-way SMS routes the message to a scheduler queue so a human care coordinator can confirm a new time and update the EHR record via an integration.
Banking example: A bank uses Brilo AI two-way messaging for transaction alerts. If a customer replies “That wasn’t me,” the message threads into a fraud review queue and notifies a fraud specialist to call back and escalate.
Insurance example: A claims adjuster receives SMS follow-ups routed from a Brilo AI outreach campaign; human agents add notes to the policy record and send a text acknowledgement before moving to a phone handoff.
Human Handoff & Escalation
Brilo AI supports multiple handoff patterns when two-way SMS is enabled:
Queue handoff: inbound SMS prompts a queue notification; the next available agent claims the thread.
CRM handoff: inbound SMS creates or appends to a case in your CRM so assigned users receive the follow-up task.
Escalation: rules can escalate threads that match keywords (e.g., “emergency,” “dispute”) to higher-priority queues or trigger supervisory alerts.
Phone handoff: agents can convert an SMS thread to a voice call by initiating an outbound call and referencing the existing conversation thread.
Handoffs are implemented via routing rules and webhooks so actions remain auditable and retrievable for compliance and reporting.
Setup Requirements
Provide a compliant, provisioned SMS number or short code for the campaign and confirm carrier requirements with your Brilo AI onboarding contact.
Connect your webhook endpoint or CRM so Brilo AI can post inbound messages and receive agent replies.
Map conversation identifiers so inbound SMS is attached to the correct customer record in your CRM or case system.
Enable opt-out and content-filtering rules in the Brilo AI console to meet your organization’s policies.
Test message threading and reply paths in a staging environment with sample agent workflows.
Train agents on the agent UI or CRM workflow for replying, tagging, and escalating SMS threads.
See Brilo AI implementation guidance for multi-channel reminders and outbound workflows: Brilo AI use case: AI Outbound Call | How AI Transforms Outbound Calling Services.
Business Outcomes
Enabling Brilo AI two-way SMS reduces follow-up latency by routing replies directly to the right agent or team, preserves context through message threading, and creates auditable transcripts for reviews. Operational outcomes include fewer missed replies, faster customer resolution, and clearer handoff paths for regulated workflows in healthcare and financial services.
FAQs
Do I need a dedicated phone number for two-way SMS?
You typically need a provisioned SMS-capable number or short code for two-way messaging. Brilo AI requires the number be configured in the campaign setup and mapped to your routing rules.
Can I route inbound SMS to my CRM?
Yes. Brilo AI can post inbound messages to your CRM via webhook so the message appends to the customer record and creates a follow-up task for agents.
How does Brilo AI handle opt-outs?
Brilo AI supports opt-out detection and will stop automated outreach for numbers marked as opted out. Configure opt-out handling and suppression lists before going live.
What data is captured for audits?
Brilo AI captures message text, timestamps, routing metadata, and agent actions associated with the SMS thread. Retention and access controls should be configured according to your policies.
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