Automated AI SMS and Voice Campaigns

This page is about conversations the AI starts. To have the AI answer the calls and texts customers send to your numbers, see Let the AI answer incoming calls and Let the AI answer incoming texts.

An automatic activity load creates activities that an AI profile works by itself: it sends the opening text (or places the call), holds the conversation, and completes the activity with a disposition and a summary. If the subject allows it, the AI hands the customer to a live agent.

Menu	Interaction Center > Management > Load Activities > Add Activity Load > Automatic
Permission	Manage activity batches
Features	SMS Omnichannel Automation (CrestApps.OrchardCore.Omnichannel.Sms) for SMS; Telnyx AI Voice Agent (CrestApps.OrchardCore.Telnyx.AiVoice) for voice calls; the AI features and a configured AI provider

Before you start

1. An AI profile. Under Artificial Intelligence > AI Profiles, create a profile of type Chat with Start the conversation automatically turned on. The Opening message is the first message the customer receives. It can use Liquid, for example {{ Contact.DisplayText }}. The quickest way is Add Profile and one of the Text messaging or Phone calls starting points (Qualify leads by text, Customer care by text, Answer calls at the front desk, Qualify leads by phone, Confirm appointments by phone), which fill in the opening message and the instructions for you. Then name your business in the opening message and fill in the About the business section of the system prompt. See Text messaging and phone call starting points.
2. A subject and its flow, with the dispositions the AI may choose and a When to choose this disposition hint on each action. See Subject flows.
3. A channel endpoint for the number you send from or call from. See Channel endpoints.
4. Optionally a cadence for follow-ups (Cadences) and a business hours calendar (Business hours).

Load automated SMS activities

1. Open Interaction Center > Management > Load Activities, click Add Activity Load and choose Automatic.
2. Enter a Title, pick the Subject content type and the Campaign.
3. Pick the AI profile (or leave it to use the subject's profile).
4. Pick SMS as the Channel and the SMS Channel endpoint.
5. Set the AI options (below), the record filters, and Save. For a lead type you can also let the AI convert the leads it qualifies; see Let the AI convert leads.
6. Choose Actions > Load batch.

A background task picks up due automated activities every five minutes and sends the opening message. Replies are answered by the AI after the reply delay. Each send checks the contact's opt-out first.

Load automated voice calls

Follow the same steps with Phone as the channel and a phone endpoint. The AI places each call, talks with the person who answers, and hangs up when the conversation is done. Before every call the contact is checked against opt-outs, national do-not-call registries, and the calling window, which needs the Contact Center Outbound Dialer feature.

Let the AI answer incoming calls

An automatic load is for conversations the AI starts. To have an AI profile answer the calls customers make to one of your numbers, set it on the number's inbound entry point, not on a queue. A queue only holds callers for people.

1. Make the profile under Artificial Intelligence > AI Profiles. Add Profile with the Answer calls at the front desk starting point fills in the greeting and the instructions. Every Chat profile can be picked.
2. Open Interaction Center > Management > Inbound entry points and edit (or add) the Voice calls entry point that picks the number under Numbers.
3. On the Routing card, set Route to to AI voice agent and choose the profile under AI agent. Click Save.
4. Optionally, give the number an inbound Phone subject whose channel endpoint is that number. Its subject, campaign and subject flow are used for the call: the dispositions the AI picks from, and whether it may hand the caller to a person.

While the entry point is open, the AI picks up every call to the number, greets the caller with the profile's opening message and holds the conversation. The welcome message, phone menu and queue are not used. While the entry point is closed, callers go to voicemail, or are refused when its closed action is Reject. Each call is an automated activity with the AI's transcript. It reaches an agent only if the AI hands the caller over. See AI voice agent.

This needs the Telnyx AI Voice Agent feature, which adds AI voice agent to the Route to list.

Let the AI answer incoming texts

Texts work the same way as calls. Set the AI profile on the number's text entry point, and the AI takes the customer's first text itself.

1. Make the profile under Artificial Intelligence > AI Profiles. Add Profile with the Customer care by text starting point fills in the instructions. Every Chat profile can be picked. The AI replies to the customer, so its opening message is not used.
2. Open Interaction Center > Management > Inbound entry points and edit (or add) the Text messages entry point that picks the number under Numbers.
3. On the Routing card, set Route to to AI agent and choose the profile under AI agent. Click Save.
4. Optionally, give the number an inbound SMS subject whose channel endpoint is that number. Its subject, campaign and subject flow are used for the conversation: the dispositions the AI picks from, the no-response timeout, and whether it may hand the customer to a person. Without one, the AI still answers, but it has no dispositions to choose from and cannot hand the conversation over.

While the entry point is open, the first text from a customer starts an automated conversation. The AI replies after its usual pause and answers each later text until the conversation ends. The entry point's auto-reply is not sent. The conversation does not appear in the messaging workspace unless the AI hands it to a person.

A text goes to people instead, in the shared inbox and with the entry point's auto-reply, when:

• the entry point is closed (its closed auto-reply is sent);
• a person already has an open conversation with the customer on that number;
• the customer's last AI conversation on that number ended less than an hour ago, so a "thanks" after the goodbye does not start a new one;
• the chosen AI profile was deleted.

This needs the SMS Omnichannel Automation and SMS Messaging Channel features, which add AI agent to the Route to list of text entry points.

AI options on an automatic load

Field	What it does
AI profile	The profile that runs the conversation. Only chat profiles with an opening message are listed.
Allow AI to update the subject / contact	Lets the AI save what it learns onto the records.
Play background office sound on calls	Voice only: a quiet office ambience behind the AI voice.
Reply delay	No delay, Fixed (a number of seconds), or Random (a base plus or minus a jitter), so replies feel human.
Re-engagement	The cadence that follows up when the customer goes quiet, or No follow-up cadence.
Business hours	Follow-ups are only sent while this calendar is open, in the customer's time zone.

When the conversation ends

The AI picks a disposition using your hints, the summary is saved as the activity's notes, and the subject flow runs exactly as if an agent had completed it. Open Review AI conversation on the activity to read the full transcript.

To find it, open the contact from Interaction Center > Contacts, click List Activities, and look under Completed Activities: each completed AI activity shows its disposition, channel and summary, with a Review AI conversation button. The transcript is read-only: the page says the conversation was handled automatically, and there is no reply box. The screencast opens a completed AI phone call and reads the whole conversation:

If the subject allows live agent handoff, the AI can pass the customer to the handoff queue when they ask for a person, look like a qualified lead, or are frustrated. SMS conversations appear in the Messaging workspace; calls ring an agent in the queue.