# Inbound SMS

## Overview

Integrate SMS channel with AI Chat, empowering customers to ask questions and engage in dynamic conversations, all through the convenience of text messaging. 

Choose whether you want to have **native SMS conversations** or seamlessly **transition users to the** **webchat** with the advanced functionality.

[#native-sms-ai-chat](#native-sms-ai-chat "mention")

[#linking-to-webchat](#linking-to-webchat "mention")

**Benefits**

<table data-view="cards"><thead><tr><th></th><th></th><th></th></tr></thead><tbody><tr><td><strong>Increase traffic by engaging with users through their preferred communication channel</strong></td><td></td><td></td></tr><tr><td><p><strong>Help onsite guest support by sending SMS messages, making it effortless to access event schedules, ticket availability, and more</strong></p><p><br></p></td><td></td><td></td></tr><tr><td><strong>Drive higher conversion rates by leveraging SMS for marketing, ticket sales, and donations, due to its higher open rates compared to other channels</strong></td><td></td><td></td></tr></tbody></table>

## Native SMS AI Chat

Integrate SMS channel with an AI Chat, enabling customers to ask questions and engage in dynamic conversations, all through the convenience of text messaging

* Native SMS AI Chat doesn't require an internet connection
* Native to device and no channel switching is required

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FkHzEblydSHEWTA3LxaWP%2Fimage.png?alt=media&#x26;token=77035245-a3c9-4e60-bd3d-ba7ce4be21e1" alt="" width="375"><figcaption><p>Native SMS chat</p></figcaption></figure>

{% hint style="info" %}
**Native SMS Channel Limitations:**

* Limited interactive tools: no support for images, videos, buttons, and quick replies.
* Features requiring rich formatting (e.g., ticket e-commerce) must link out to web chat.
* Custom guides and keyword-triggered flows (e.g., Mobile Ticket Guide) are possible but need additional content development.
  {% endhint %}

## Linking to Webchat

Utilize SMS by enabling users to text a keyword as a discovery for AI Chat. Use SMS to deep link into different parts of the knowledge volume, depending on the keyword typed.

* Access to webchat with the advanced functionality, including buttons, quick replies, interactive responses, ticket commerce, and more
* Allows customers to begin a conversation on one channel and seamlessly transition to another

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FYIJQZUZkPctfc4W9jsZY%2Fimage.png?alt=media&#x26;token=b471e8e4-9232-49e9-9f10-4bbaa5d71052" alt="" width="282"><figcaption><p>Text with the Link to Webchat</p></figcaption></figure>

## How to Install?

Reach out to your Account Manager to learn more about the SMS channel.