Set a custom opening message for inbound SMS conversations
This enhancement lets you set the exact wording your Inbound SMS Agent uses to open a new text conversation, instead of leaving the greeting entirely up to the agent.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsCSRs
Region
United StatesCanada
What's changing
Before, the Inbound SMS agent always wrote its own opening message from scratch for every new conversation, with no way for you to set the wording in advance. Now, you can enter your own opening message under Inbound SMS settings. After you set one, the first message of any new inbound text conversation starts with that exact wording, and the agent continues the rest of the conversation naturally in its own words. If you have not configured one, nothing changes: the agent still writes its own opening message as before.
Workflow comparison — before & after
← Before
✓ After
1.A customer sends your business a text message for the first time.
1.Go to AI Concierge > Agent Studio > [your agent] > Inbound SMS.
2.The Inbound SMS agent writes its own opening message from scratch, with wording it generates in the moment.
2.Enter the wording you want customers to see first in the new Opening Message field.
3.You have no way to preview or set that wording ahead of time.
3.Save your changes.
4.The next new inbound text conversation opens with that exact wording, then the agent continues naturally from there.
⚠ Every new conversation opens with wording only the agent controls.
✓ You control the first thing a customer reads when they text in, while the agent still handles the rest of the conversation.
How it works for your industry
Residential Service and Replacement
- A residential HVAC company can open every new text with a line like "Thanks for reaching out to Titan Heat and Air, how can we help with your heating or cooling today," so whoever is texting in during a heat wave knows right away they reached a real local company that can help.
- A residential plumbing company can use the opening message to mention after hours availability, so someone texting about a leak late at night gets a calm, on brand response before the agent asks any qualifying questions.
- An electrical contractor covering several neighborhoods can set an opening message that names the exact service area, so someone texting in confirms they reached the right business for their location before the conversation goes any further.
How to prepare
01
Confirm your Inbound SMS agent is already active under AI Concierge > Agent Studio.
02
Decide on the exact opening wording you want customers to see, keeping it short since the agent will continue naturally after it.
03
Enter that wording in the new Opening Message field under your agent's Inbound SMS settings and save.
04
Test by texting your business number to confirm the new opening message appears as expected.
05
Bookmark any knowledge base articles or Academy videos for team training.