This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
SMS agent responds to replies after reminders and automated texts
The SMS agent now tells the difference between an automated text and a live conversation with a customer service representative (CSR), so replies to reminders and other automated messages get answered instead of being held back. This is an improvement to an existing feature.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsCSRsDispatchers
Region
United StatesCanada
What's changing
Before this enhancement, any text your business sent to a customer started a quiet period set by your Re-engagement Delay setting, and the Inbound SMS Agent stayed silent for any reply that arrived inside it. That included replies to messages nobody was actually waiting on, such as appointment reminders, review requests, and marketing texts. Now the Inbound SMS Agent reads the recent conversation and judges whether the last message from your business was a real, in-progress conversation with a customer service representative (CSR). It stays quiet only in that case. For automated messages, it responds and works the conversation toward a booking as usual.
Workflow comparison — before & after
← Before
✓ After
1.ServiceTitan sends an automated appointment reminder text to a customer.
1.ServiceTitan sends an automated appointment reminder text to a customer.
2.The customer texts back to ask for a different day instead of confirming.
2.The customer texts back to ask for a different day instead of confirming.
3.The reply arrives inside the Re-engagement Delay window, so the Inbound SMS Agent stays silent.
3.ServiceTitan recognizes the reminder as an automated message, not a live conversation with a customer service representative (CSR).
4.Nobody responds until a customer service representative (CSR) happens to notice the message in the thread.
4.The Inbound SMS Agent responds and works with the customer toward a new appointment time.
5.If a CSR is genuinely mid-conversation with that customer, the Inbound SMS Agent still stays out of the way.
⚠ Customer replies to automated texts could go unanswered, creating extra manual work for CSRs to catch and follow up on.
✓ More customer replies get handled automatically, freeing up CSR time and reducing missed follow-ups.
A customer gets an automated appointment-reminder text for an HVAC tune-up and replies "can we push this to Friday?" instead of confirming — the SMS agent now handles the reschedule directly instead of staying silent.
A garage door customer replies to a review-request text with a follow-up question about their installation instead of leaving a review — the SMS agent now responds instead of the message going unanswered.
A customer texts back after a marketing message asking "is this the same visit as last time?" — the SMS agent now answers instead of dropping the reply.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have Inbound SMS and any prerequisite configurations enabled.
02
Confirm your Re-engagement Delay is set as intended on the Voice Agent Settings screen, under Inbound SMS.
03
Review a sample of recent message threads that started with an automated text, and confirm the SMS agent responds the way you expect.
04
Align your CSR team on the change so they understand why the SMS agent may now reply after automated texts it previously left alone.
05
Bookmark any knowledge base articles or Academy videos for team training.
