SMS Agent Setup
SMS agents let customers text your support team and receive AI responses in the same Inbox as chat and email.
Applied uses Twilio as the SMS provider.
Porting an existing support number
If you want to keep your existing support number, Applied can help you port it into Twilio. Porting requirements can vary by carrier and region, but you will typically need:
| # | Requirement | Details |
|---|---|---|
| 1 | Authorized user info | First and last name of owner/authorized user |
| 2 | Service address | Physical address (PO Boxes not valid) matching carrier records |
| 3 | Letter of Authorization | Signed LOA matching authorized user and service address Download: US_LOA2022.pdf |
| 4 | Customer Service Record | How to obtain a CSR |
| 5 | Recent phone bill | Scanned copy (within 30 days) showing account, owner name, and address for all numbers to port |
⚠️ Be aware of the most common rejection reasons before submitting.
Your Applied Labs team will guide you through the exact requirements and collect the information needed to submit the port request.
After porting
Once the number is active, test a few SMS conversations to confirm:
- Messages arrive in the Inbox.
- Responses are sent correctly.
- Escalations and ticket creation behave as expected.
Next steps
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