Messaging

Understanding message flow helps you debug missed texts and set customer expectations.

Inbound messages

Customer texts your number → Twilio receives → Simplae processes → assistant replies → customer gets SMS.

Most replies arrive in under ten seconds unless the question needs human review.

Outbound messages

Your assistant sends every outbound reply automatically. When a customer needs a person, the assistant texts you and steps aside instead of guessing.

Message length

Long SMS split into segments; carriers may charge per segment. Keep answers concise; link to your website for long menus.

Media (MMS)

Photo texts from customers may be supported depending on configuration. Tell customers they can describe issues in words if images fail.

Quiet failures

If a message shows "delivered" but customer denies receiving, check their spam folder apps, blocked senders, and whether they opted out previously.