Skip to main content

​
Overview

Your Magpipe phone numbers can send and receive SMS text messages. Your AI agent handles incoming texts automatically.
SMS conversation view
Composing a new SMS

​
Receiving SMS

When someone texts your Magpipe number:
  1. Message received - Text arrives at your number
  2. Agent responds - AI generates a contextual response
  3. Reply sent - Response is sent to the sender
  4. Inbox updated - Conversation appears in your Inbox
If a dedicated text agent is assigned to the number, it handles SMS. Otherwise, the voice agent responds. This allows you to use a specialized text agent for SMS while keeping a different voice agent for calls on the same number.

​
Sending SMS

​
From the Inbox

  1. Open an existing conversation
  2. Type your message in the reply box
  3. Tap Send

​
New Conversation

  1. Go to Inbox
  2. Tap the compose button
  3. Enter the recipient’s phone number
  4. Type your message
  5. Tap Send

​
AI vs Manual Messages

​
AI Messages

  • Generated automatically when someone texts your number
  • Based on agent’s system prompt and knowledge
  • Marked with “AI” indicator in the conversation

​
Manual Messages

  • You type and send yourself
  • AI pauses for that conversation
  • Resume AI by letting it respond to the next inbound message

​
Conversation Context

The AI maintains context across messages: 
Visitor: What are your hours?
Agent: We're open Monday-Friday, 9am to 5pm.

Visitor: Are you open Saturday?
Agent: We're closed on weekends, but you can leave a message and we'll respond Monday morning.

Visitor: Ok thanks
Agent: You're welcome! Have a great day.
The agent remembers the conversation flow and responds appropriately.

​
SMS Schedule & After-Hours

You can set a separate schedule for SMS responses, independent of your call schedule.

​
Configuring SMS Schedule

  1. Open the agent settings
  2. Go to Schedule tab
  3. Configure the Texts Schedule section with hours for each day
  4. Optionally set an After-Hours SMS Forwarding number

​
After-Hours Behavior

When a text comes in outside your agent’s SMS schedule: With forwarding number: The inbound message is forwarded to your after-hours SMS number, and the sender receives: “This Magpipe agent is currently off duty.” Without forwarding number: The sender receives: “This Magpipe agent is currently off duty.” No AI response is generated. During scheduled hours, texts are handled normally by the AI agent.

​
Multilingual SMS

Your agent’s language setting applies to SMS as well as voice calls. The agent will respond to text messages in the configured language.

​
Supported Languages

SettingBehavior
EnglishResponds in English (default)
MultilingualDetects the language of each incoming message and responds in the same language
FrenchAlways responds in French
SpanishAlways responds in Spanish
GermanAlways responds in German

​
Multilingual Mode

When set to Multilingual, the agent automatically detects what language each incoming text is written in and replies in that same language. This works seamlessly even when the sender switches languages mid-conversation: 
Visitor: What are your hours?
Agent: We're open Monday-Friday, 9am to 5pm!

Visitor: ¿Tienen servicio los sábados?
Agent: Estamos cerrados los fines de semana, pero puedes dejarnos un mensaje y te responderemos el lunes.

Visitor: Merci, bonne journée!
Agent: Merci à vous aussi, bonne journée !

​
Configuring Language

  1. Open your agent’s settings
  2. Under Basic Settings, select a Language
  3. The setting applies to both voice calls and SMS — no separate configuration needed
The language setting controls the agent’s response language. Your system prompt can be written in any language — the agent will follow the language instruction regardless.

​
Best Practices

SMS has character limits. Agent responses are automatically kept brief.
Tell the agent it’s responding via text: “Keep responses under 160 characters when possible.”
Check your Inbox regularly for conversations that might need human follow-up.
SMS is great for appointment confirmations, reminders, and quick updates.

​
Limitations

  • SMS is text-only (no images or media in agent responses)
  • Some carriers may filter automated messages
  • International SMS may have additional costs
  • Message length affects segment count (and cost)

​
Compliance

When using SMS for business:
  • Honor opt-out requests (“STOP” messages)
  • Don’t send unsolicited marketing messages
  • Include business identification
  • Follow local regulations (TCPA, CASL, etc.)