This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Book jobs automatically when customers reply to Marketing Pro texts
The Virtual Agent's inbound SMS agent now automatically responds when a customer replies to a Marketing Pro (MP) missed-call, aging-equipment, or recurring-service campaign text, instead of that reply going unanswered.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsCSRs
Region
United StatesCanada
What's changing
Before, when a customer replied to a Marketing Pro missed-call, aging-equipment, or recurring-service text, nothing happened — the virtual agent did not recognize the reply as connected to that campaign, so the conversation went unanswered until a CSR noticed it. Now, the virtual agent recognizes replies to registered Marketing Pro campaign numbers and continues the conversation toward a booked appointment, tagging each reply with its campaign category.
Workflow comparison — before & after
← Before
✓ After
1.A customer misses a call, has aging equipment flagged for follow-up, or is due for a recurring service.
1.A customer misses a call, has aging equipment flagged for follow-up, or is due for a recurring service.
2.Marketing Pro automatically sends a campaign text (missed-call, aging-equipment, or recurring-service) asking the customer to respond.
2.Marketing Pro sends the same campaign text.
3.The customer replies to that text.
3.The customer replies, and the virtual agent recognizes the reply is tied to that campaign and its category (Missed Calls, Aging Equipment, or Recurring Services).
4.Because the virtual agent doesn't recognize the campaign's number, the reply goes unanswered.
4.The virtual agent checks availability and works with the customer to book the appointment by text.
5.Both the original Marketing Pro text and the customer's reply appear together, in order, on the interaction record in AI Concierge > Interactions, tagged by campaign.
⚠ Replies to Marketing Pro campaign texts had no automated follow-up. CSRs had to notice and answer manually, and interested customers could go a full day or more without a response.
✓ Replies to Marketing Pro campaign texts are answered right away, and CSRs can see the full exchange — and which campaign and category it came from — without checking Marketing Pro separately.
Confirm your Marketing Pro campaign phone number(s) are TCR-registered and registered in Virtual Agent configuration — both are required before the virtual agent can recognize and respond to replies on that number.
02
Confirm you have SMS Agents, Voice Agent, MarketingPro, and Adaptive Capacity.
03
Review your current Marketing Pro missed-call, aging-equipment, and recurring-service campaigns so you know which numbers will now get automated replies.
04
Train CSRs to recognize Marketing Pro-tagged conversations in AI Concierge > Interactions, since these now include both the original campaign text and the customer's reply, tagged by category.
05
Bookmark the Capture more bookings from inbound texts with Virtual Agent Inbound SMS Help Center article for team training.
