How Does AI Manage Incoming SMS Messages?

cirQulate uses AI-powered message handling to manage incoming SMS messages efficiently and consistently. Instead of requiring manual replies to every message, cirQulate’s AI can automatically interpret, categorize, and respond to common inquiries—helping businesses stay responsive while saving time.

This article explains how incoming SMS messages are received, how AI responds to them, and how you can monitor and refine the process.

What Are Incoming SMS Messages?

Incoming SMS messages are text replies sent by contacts or members in response to your campaigns, promotions, reminders, or automated workflows. Click Incoming Messages from the left navigation menu

These messages may include:

• Simple responses (YES, NO, STOP)

• Questions about offers or services

• Requests for information

• Engagement or confirmation replies

All incoming messages are handled within cirQulate’s Incoming SMS section.

How AI Handles Incoming SMS

cirQulate’s AI follows a structured process to manage incoming messages:

1. Message Detection

When a reply is received, cirQulate automatically detects the incoming SMS and logs it in the system in real time.

2. Intent Recognition

The AI analyzes the message content to understand the sender’s intent. Common intents include:

• Confirmations or cancellations

• Opt-in or opt-out requests

• Basic questions

• Engagement responses

This allows the system to decide the appropriate response.

Automated Responses

Based on recognized intent, cirQulate can automatically send predefined or AI-generated responses.

Common Automated Actions

• Confirm appointments or actions

• Acknowledge replies (e.g., “Thanks for confirming”)

• Provide basic information

• Route messages to workflows

• Handle compliance keywords like STOP or HELP

Automated responses ensure fast and consistent communication.

Workflows and AI Automation

Incoming SMS messages can trigger Workflows that define how AI responds.

Examples include:

• Sending follow-up messages after a YES reply

• Routing complex questions to a human

• Providing links or next steps

• Adding or removing categories based on replies

Workflows give you control while allowing AI to handle repetitive interactions.

Human Review and Intervention

Not all messages are handled automatically.

• Messages that AI cannot confidently classify remain visible for review

• Team members can manually respond when needed

• Conversations remain centralized in Incoming SMS

This ensures accuracy and a human touch when required.

Learning and Improvement

cirQulate’s AI improves over time by:

• Learning from repeated message patterns

• Adapting to your campaign language

• Refining responses based on outcomes

The more interactions processed, the better the AI understands your audience and communication style.

Compliance and Safety

AI handling follows messaging best practices:

• Automatically processes STOP and unsubscribe requests

• Respects campaign type subscriptions

• Maintains message logs for auditing and transparency

This helps protect both your business and your audience.

Monitoring Incoming SMS Performance

You can review incoming message activity by:

1. Opening Incoming SMS

2. Viewing conversation threads

3. Identifying trends or common questions

4. Adjusting workflows or templates as needed

Monitoring helps fine-tune automation and improve engagement.

Best Practices

• Set up clear workflows for common responses

• Keep automated replies short and helpful

• Regularly review unanswered messages

• Update workflows as campaigns change