SMS — 2-way drip, intent router, cross-escalation
10DLC approved · 3 numbers · 12,842 msgs sent this month · 38% reply rate · avg reply 4m 12s · Manage 10DLC →
Sent · 30d
12,842
↑ 18% vs prior
Delivered
99.2%
carrier filter 0.8%
Reply rate
38%
industry avg 8–15%
Booked from SMS
482
$14,460 attributed
Opt-outs
0.3%
ceiling 5%
Drip campaigns · 6
Templates · 18
Intent router
Cross-escalation
Inbox · 42 unread
Missed-call rescue · ● LIVE
Trigger: inbound call → no answer · 347 in flight · 118 booked · 41% convert
1
SMS · t+0s
Initial outreach
Hi {{first_name}}, this is Sofia from {{clinic_name}}. We missed your call. Want me to text you the next 3 open slots? Reply Y or call {{callback}}.
?
Branch on reply · 3m window
Intent classifier routes each reply
Y / YES / slots → Step 3
STOP → opt-out
no reply 3m → Step 4
3
SMS · on match
Send slot options
Great! Here are the next openings: {{slot_1}} · {{slot_2}} · {{slot_3}}. Reply with a number to book.
⏱
Wait
4 hours · honor quiet hours 9 PM–8 AM local
5
SMS · nudge
Second chance
Still want that appointment, {{first_name}}? Reply YES to book or CALL and we'll ring you back.
☎
Agent call · on CALL reply
Hand off to voice agent
+ add step (SMS · wait · branch · call · webhook)
10:42
+1 (415) 555-0112
Today · 10:42
Hi Sofia, this is Sofia from Acme Dental. We missed your call. Want me to text you the next 3 open slots? Reply Y or call +1 (415) 555-0188.
Y
Great! Here are the next openings: Thu 2:15 PM · Fri 10:00 AM · Fri 3:30 PM. Reply with a number to book.
1
Booked! Thu 2:15 PM with Dr Patel. Confirmation code AC-8821. Reply C to cancel or R to reschedule.
SMS · iMessage off · carrier sms
live preview · updates as you edit
Intent router · classifies every inbound SMS, routes in < 300ms
Book
schedule intent · affirmatives
YYESSUREBOOK123
+ 14 more
▸ send slot options
3,842 triggered · 92% accurate
Reschedule
change appointment
RESCHEDULERESCHMOVECHANGENEW TIME
▸ route to Sofia agent
482 triggered · 88% accurate
Cancel
cancel booking
CCANCELCAN'TCANT MAKE
▸ confirm & release slot
148 triggered · 95% accurate
Question / free-form
open-ended · low confidence
ML classifier fallback
▸ route to Sofia agent
612 triggered · auto-reply 71%
Call me
SMS→call escalation
CALLCALL MEPHONERING
☎ outbound call now
218 triggered · 72% connect
Complaint / risk
detected friction · route to human
LAWSUITLAWYERREPORTCOMPLAINTANGRY
⚑ human · compliance
12 triggered · all handed off
Opt-out
TCPA required · auto-ack
STOPUNSUBSCRIBEQUITENDCANCEL ALLREMOVE
✕ suppress + confirm
38 triggered · consent revoked
SMS ↔ Call cross-escalation · bridge voice and text automatically
when
Inbound call rings past 5 rings & no answer
→
then
Trigger missed-call rescue SMS drip within 30s
when
Inbound SMS contains "call" / "phone" / "ring"
→
then
Place outbound call from agent within 2 min
when
Call ends with disposition Voicemail
→
then
Send SMS follow-up-after-vm template
when
SMS reply intent = Reschedule
→
then
Route to Sofia voice agent · warm handoff, context preserved
when
Call agent confidence < 60% for 2 turns
→
then
Drop to SMS & send "text to complete" link
Template library · 18
Appt reminder · 24h
Reminder
Hi {{name}}, reminder: your appointment with {{provider}} is tomorrow at {{time}}. Reply C to confirm, R to reschedule.
132 char · 1 segused 2,412×
Appt reminder · 2h
Reminder
See you in 2 hours, {{name}}. Address: {{address}}. Call {{phone}} if you need directions.
112 char · 1 segused 1,882×
Booking confirmation
Confirm
Booked! {{date}} at {{time}} with {{provider}}. Code {{code}}. Reply C cancel · R reschedule.
128 char · 1 segused 482×
Follow-up after VM
Follow-up
Hi {{name}}, we just left you a voicemail. Easier to text? Reply here or press CALL and we'll ring you back.
120 char · 1 segused 968×
Follow-up no-show
Follow-up
We missed you at {{time}}, {{name}}. Want to rebook? Reply with a day and we'll find you a slot.
114 char · 1 segused 212×
Nurture · 7-day touch
Nurture
Hi {{name}}, it's been a week. Still interested in {{service}}? Reply YES and we'll get you scheduled.
122 char · 1 segused 384×
Pre-visit prep
Reminder
For your visit tomorrow: bring insurance card and ID. Arrive 10 min early. Questions? Reply here.
100 char · 1 segused 1,104×
Payment link
Confirm
Balance due: {{amount}}. Pay securely: {{link}}. Reply HELP for assistance.
88 char · 1 segused 548×
Review request
Follow-up
Thanks for visiting {{clinic_name}}! Would you share a quick Google review? {{review_link}}
112 char · 1 segused 892×
Inbox · 42 unread
Marcus L.
+1 (415) 555-0119
Y — and can we do Friday morning instead of Thursday?
2m
Priya R.
+1 (212) 555-0188
Need to reschedule my 2pm, something came up at work
6m
Eli C.
+1 (628) 555-0194
Do you take Delta Dental PPO? And what's the cost for a cleaning?
12m
+1 (305) 555-0132
unknown contact
STOP
24m
Jordan N.
+1 (718) 555-0177
1 — book the Thursday slot please
41m