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SMS messaging

Coming

Your AI employees text and call customers from a business number PW sets up for you. Coming soon.

Built-in channels run on PW's own accounts, so there is no outside account to connect. You turn them on in Connections.

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What your AI employee can do here

Available now

Nothing yet.

Coming

  • Text a customer a pay-by-link reminder

    Drafted for your approval. Every money reminder waits for your approval. Off until texting is switched on.

  • Read a customer's text reply

    Read only, no approval needed.

  • Text a lead who asked to be texted

    Waits for your approval until you trust the employee.

  • Answer a customer's text

    Waits for your approval until you trust the employee. You can take over the conversation at any time.

  • Call a customer and read them a short message

    Drafted for your approval. The calling code exists; no employee places these calls yet.

  • Hold a phone conversation with a customer

    Always waits for your approval. Every call opens by saying it is an AI assistant, and has a time limit.

  • Answer your business line and hand off to you

    Runs the way you set it up. You switch it on once. Every call opens with an AI disclosure.

  • Check a number can receive texts before texting it

    Read only, no approval needed.

How to connect

  1. Open Workspace → Connections → SMS messaging.
  2. Enter your business details. PW registers your business with US carriers (A2P 10DLC) for you.
  3. Wait for carrier approval. It usually takes several business days.
  4. Pick your business number.
  5. Choose which AI employees may text or call customers.

Approvals and trust

Reading never needs your approval. Anything your AI employee writes or sends lands in Needs review first, and you approve it there. As you approve more of an employee's work you can trust it with a kind of work, and from then on that work runs on its own. Some actions, like public posts, always wait for you.

How employees earn trust

Limits

  • Texting and calling are not switched on yet.
  • US carriers block business texts until your business and its messaging use are registered and approved.
  • Your employees only text people who agreed to get texts from your business. STOP always opts a person out, and START opts them back in.
  • Texts are limited by carrier rules on how many messages a day your business may send. New, small businesses start with lower limits.
  • Calls can only read a short message today. Two-way phone conversations are coming.

Questions

Do I need my own Twilio account?

No. Texting and calling run on PW's account. PW sets up a separate account, number and carrier registration for your business.

How is this different from connecting Gmail or Outlook?

Gmail and Outlook are your own accounts that you connect. Your business number is provided by PW, so there is nothing to sign in to.

What can my AI employee do here today?

Nothing yet. Texting and calling are built, but not switched on. Every feature here is marked Coming.

Will an employee text or call without my approval?

Money reminders and outgoing calls always wait in Approvals. Answering your business line runs once you switch it on. Other texts follow your employee's trust level, and you approve them until you promote the employee.

Who can my employees text?

Only people who agreed to get texts from your business. Anyone who replies STOP is never texted or called again unless they reply START.

What happens if I turn it off?

Your employees stop texting and calling right away. Message history stays in your audit log. Ask support to release your number.

Why did a text fail?

Usually the person opted out, the number is a landline, or your carrier registration is still pending.

Security and disconnecting

What PW keeps
Your carrier registration details, your number, the texts and calls your employees sent and received, and each contact's consent status.
Encryption
Data is stored in PW's database with row-level security. Your workspace's Twilio credentials are kept in a table only PW's servers can read; they are never sent to your browser.
Disconnecting
Open Connections → SMS messaging and turn off texting and calling for each employee.
Deletion
Ask support to release your number and close your Twilio subaccount. Message history stays in your audit log.