SMS Customer Support Bot
Customers text a Twilio number; the agent answers from your knowledge base with per-contact conversation memory, respects business hours (after-hours texts get an honest "we open at 9" with a morning follow-up), and escalates to a human when it should.
Templates never consume AI Builder credits. Customize every node visually after import.
How it works
Receive
Inbound SMS arrives via your Twilio number and loads that contact’s conversation history.
Answer
The agent answers from your knowledge base, remembering context across the whole thread.
Escalate
Requests it can’t handle (or angry sentiment) hand off to a human with the full transcript.
Integrations in this template
Every node is swappable — replace any integration with another without rebuilding the flow.
Send SMS
View integration docs →Conversation Memory
View integration docs →Agent Knowledge
View integration docs →AI Prompt
View integration docs →Built for
- Local businesses fielding "are you open?" and booking questions
- E-commerce order-status texts
- Clinics and services with heavy after-hours message volume
Frequently asked questions
Does it remember previous conversations?
Yes — the Conversation Memory node keeps stateful, per-contact history across sessions.
Related templates
Support Auto-Responder with Human Approval
AI drafts the answer from your knowledge base; a human approves in Slack.
View template →Ship this agent today.
Free plan includes everything this template needs. No credit card required.