SMS

Text with customers. Resolve more, faster.

Two-way texting for your contact center — answered by AI around the clock, picked up by your team when it matters, and connected to every call, email and chat the customer has had with you.

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Convenient

On the customer's terms

Customers reply when it suits them, without waiting on hold.

Always on

AI replies in seconds

Answer texts around the clock, with real information.

Efficient

More per agent

Agents handle several text conversations alongside live work.

Connected

One customer history

Texts sit alongside every call, email and chat.

AI-Answered Texts

Every text answered. Even at 10pm.

Your AI agent replies to incoming texts in seconds, using your knowledge base and the customer's account to give real answers — not "we'll get back to you".

It can verify identity with a one-time code, send links and complete supported actions. When a person is needed, the conversation moves to the right queue with everything that's been said.

Instant repliesKnows the accountReal actionsHandoff to agents

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Northstar Storage

Text message

Hi, is the Riverside gate open on public holidays?

Hi! Yes — Riverside gate access is available 6am–10pm every day, including public holidays. The office is closed on holidays.

Great. Can you send me my rental agreement too?

Sure. To protect your account, I've sent a 6-digit code — please reply with it.

Delivered · 9:48 PM

James Holt

SMS · Collections queue · Account matched

SMS

Earlier · Inbound call with Voice AI · 3m 10s

Thanks — can I pay the rest on Friday?

Template/payment-plan

Of course, James. I've noted a payment of the remaining balance for Friday. You can pay any time using your secure link.

✦ Suggest reply✦ Improve

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For Your Team

Texting that fits the way agents work.

Texts arrive in the same inbox as calls, emails and chats. Customers are matched by their number, so agents see the account and every earlier conversation — including the call they made yesterday.

Templates keep replies fast and consistent, AI can suggest or polish a reply, and delivery status shows whether a message has arrived. Because texts are async, each agent can handle several at once alongside live work.

Unified inboxCustomer historyTemplatesAI suggestionsDelivery status

More Than a Reply Channel

SMS works across the whole contact center.

Text messaging supports your phones, your outreach and your feedback — not just inbound questions.

Call to text

Voice AI can move a caller to SMS to send links, details and documents during the call.

Identity verification

One-time codes confirm who a customer is before sensitive account actions.

Outbound campaigns

Multi-step campaigns that combine SMS with calls and email, on a schedule.

CSAT surveys

Satisfaction surveys sent by text after calls, within business hours if you choose.

Payment links

With supported integrations such as self storage management software, text customers a secure link to pay online.

Multi-brand numbers

Each brand texts from its own numbers, with its own templates and AI.

Knowledge suggestions

When your team answers something the AI couldn't, AI suggests adding it to the knowledge base.

Part of the bigger picture

SMS is one channel. CSRScape is the contact center.

Texts flow through the same queues, agents and AI as your calls, emails and chats. Every message counts in your analytics, every agent is visible in your workforce views, and every customer has one history across every channel.