Phone & SMS
Let your Echo answer calls and texts when you cannot
Connect an Echo-owned number or your own Twilio account. Your Echo answers incoming calls and SMS using the same knowledge, tone, and voice as every other channel.
Overview
Phone & SMS brings your Echo to a familiar business channel: a phone number. You can get a number through Echo or connect a supported number from your own Twilio account. When a customer calls, your Echo listens and answers in the voice you selected, using the same knowledge, personality, language settings, and safeguards as your Echo page. When someone sends an SMS, the same Echo replies by text. Calls and messages are stored with your other conversations so you can review what customers asked and follow up when needed. Echo does not cold-call or start text conversations. It responds after a customer calls or texts first. Phone & SMS is available on Business and Enterprise plans, and usage draws from your Echo credits. Standard SMS is supported; iMessage is not.
What you get
- Natural voice calls - Callers speak naturally with your Echo, which listens, responds in your chosen voice, and stays grounded in your knowledge.
- SMS on the same number - Customers can text the connected number and receive helpful replies from the same Echo. iMessage is not supported.
- Saved conversation history - Calls and texts are saved with your other conversations so you can review what was asked and follow up.
- Flexible number setup - Get a number through Echo or connect a supported number from your own Twilio account.
How it works
- 1. Choose your number setup - Get an Echo-owned number or connect your own supported Twilio account.
- 2. Use your Echo settings - Your existing knowledge, personality, language, and voice settings carry across automatically.
- 3. Receive calls and texts - Share the number with customers. Your Echo replies when someone calls or sends an SMS first.
Who it is for
- After-hours enquiries - Give callers and texters a useful answer when you or your team cannot pick up.
- High-volume customer questions - Handle repeat questions by phone and SMS while keeping every conversation available for review.
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Frequently asked questions
Can Echo answer both calls and text messages?
Yes. A connected number can receive inbound phone calls and SMS, and the same Echo answers both.
Can I use my own phone number?
You can connect a supported number from your own Twilio account, or get an Echo-owned number during setup.
Will Echo call or text customers first?
No. Echo replies when a customer calls or sends an SMS first.
Which plans include Phone & SMS?
Phone & SMS is available on Business and Enterprise plans. Usage also draws from your Echo credit balance.
Does it support iMessage?
No. The integration supports standard SMS, not iMessage.