SMS & LINE

SMS & LINE雙向訊息

Name: SMS & LINE / 雙向訊息
Brand: Brightalk.ai

Two-way texting that feels human. When calls go unanswered or need follow-up, SMS and LINE keep the conversation moving.

Phone, SMS, LINE, and email activity stay on one customer timeline.

app.brightalk.ai / sms-line

Conversation

Customer

I just missed your call — what was it about?

AI draft

Hi! We wanted to confirm your demo time — does tomorrow 3pm work?

Customer

Sure, but send me the link on LINE.

AI detected: booking confirmation + LINE preference. Stopped the outbound call sequence.

WHAT MESSAGING DOES

When calls miss, the conversation continues.

After an unanswered call, send SMS or LINE follow-up with the right delay and guardrails.

AI classifies replies as booking, refusal, reschedule, question, or human-needed.

Sensitive or high-value replies move to people with the prior context intact.

When customers ask to stop, future phone and message outreach should stop together.

Phone, SMS, LINE, and email interactions are saved on the same customer record.

Are SMS and LINE replacements for phone calls?

No. They are follow-up channels for missed calls, confirmations, light questions, and lower-friction replies.

Who handles customer replies?

AI classifies intent first and can answer simple questions. Human-needed replies are routed with context.

Can opt-outs be handled?

Yes. Opt-out should apply across channels so messaging stops and calls do not continue blindly.

Follow up, wait for replies, and route responses without manual chasing.

AI VOICE AGENTS

Call, qualify, and route leads 24/7. AI answers first, asks the right questions, and routes the conversations humans should handle.

HUMAN HANDOFF

Watch live AI calls, whisper guidance, transfer to specialists, or take over when the moment needs a person.

WORKFLOWS

Design journeys across every channel. Connect voice, SMS, LINE, email, and human handoff into one testable customer journey.