Overview

Velaro's SMS channel gives you full two-way text messaging with AI bot handling, agent escalation, and outbound campaign support. All SMS conversations appear in the same unified inbox as your other channels.

Connecting Twilio SMS

1. Go to Channels → SMS.
2. Enter your Twilio Account SID and Auth Token.
3. Select or purchase a phone number in your Twilio console.
4. Velaro automatically configures the Twilio webhook to point to your account.
5. Send a test SMS to your number to verify the connection.

AI Bot on SMS

Your configured AI bot handles inbound SMS automatically. The bot keeps responses concise to fit within SMS character limits. Long responses are automatically split into multiple messages. The bot can execute all standard skills — order lookups, appointment booking, FAQ answers — entirely over SMS.

Outbound SMS

Send proactive SMS messages to customers from agent conversations or via automated workflows. Common use cases:

• Appointment reminders
• Order shipped notifications
• Payment due alerts
• Post-conversation satisfaction surveys

RCS Upgrade

Velaro supports RCS Business Messaging — an enhanced SMS standard that adds branded sender profiles, read receipts, rich cards, carousels, and suggested reply buttons. RCS is available on Pro and Enterprise plans. Velaro automatically falls back to standard SMS on devices that don't support RCS.

Compliance

Velaro includes built-in TCPA compliance tooling for outbound SMS. Opt-out keywords (STOP, UNSUBSCRIBE) are handled automatically — opted-out numbers are blocked from future messages and logged for compliance records.