> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lumisreach.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SMS & Messaging

> Text your customers automatically. Send reminders, confirmations, and follow-ups via SMS.

## What you can do

* **Send automated texts** - Confirmations, reminders
* **Receive texts** - Customers can text your number
* **AI responses** - Intelligent auto-replies
* **Templates** - Pre-written messages for common scenarios

***

## Automated messages

### Appointment confirmation

Sent immediately after booking:

```
Hi [Name]! Your appointment with [Business] is
confirmed for [Date] at [Time].

Reply YES to confirm or call us to reschedule.
```

### Appointment reminder

Sent 24 hours before:

```
Reminder: You have an appointment tomorrow at
[Time] with [Business].

Reply C to confirm or R to reschedule.
```

### Follow-up

Sent after service:

```
Thanks for choosing [Business]! We'd love your
feedback. How was your experience today?

Reply 1-5 (1=Poor, 5=Excellent)
```

***

## Message templates

Create reusable templates:

| Template                 | Use case                    |
| ------------------------ | --------------------------- |
| **Booking confirmation** | After appointment scheduled |
| **Reminder (24h)**       | Day before appointment      |
| **Reminder (1h)**        | Hour before appointment     |
| **On our way**           | Technician en route         |
| **Follow-up**            | After service completed     |
| **Review request**       | Ask for reviews             |

***

## Variables

Personalize messages with variables:

| Variable      | Replaced with      |
| ------------- | ------------------ |
| `[Name]`      | Customer's name    |
| `[FirstName]` | First name only    |
| `[Date]`      | Appointment date   |
| `[Time]`      | Appointment time   |
| `[Business]`  | Your business name |
| `[Address]`   | Your address       |
| `[Phone]`     | Your phone number  |

***

## AI-powered responses

When customers text back, your AI can:

* **Answer questions** - Using your knowledge base
* **Reschedule** - Move appointments
* **Confirm** - Mark attendance confirmed
* **Escalate** - Alert you for complex issues

Example conversation:

```
Customer: Can I change my appointment to Thursday?

AI: Of course! I have availability Thursday at
10 AM, 2 PM, or 4 PM. Which works best for you?

Customer: 2pm

AI: Perfect! I've rescheduled you for Thursday at
2 PM. You'll receive a confirmation shortly.
```

***

## Two-way texting

Your LumisReach number can send and receive texts:

* **Inbound texts** appear in your inbox
* **Reply from dashboard** or let AI handle it
* **Full conversation history** with each contact

***

## SMS compliance

<Warning>
  Text messaging requires consent. Make sure customers have opted in to receive texts from you.
</Warning>

Best practices:

* **Get consent** - Checkbox on forms, verbal agreement
* **Include opt-out** - "Reply STOP to unsubscribe"
* **Honor opt-outs** - Immediately stop messaging
* **Identify yourself** - Include your business name

***

## Message limits

| Plan      | Monthly SMS | Characters/message |
| --------- | ----------- | ------------------ |
| Intake    | 500         | 160                |
| Outreach  | 2,000       | 160                |
| Concierge | 5,000       | 160                |
| Lead Gen  | Custom      | 160                |

Longer messages are split and may count as multiple messages.

***

## Setting up SMS

<Steps>
  <Step title="Enable SMS">
    Go to Settings → Messaging → Enable SMS
  </Step>

  <Step title="Configure templates">
    Create or customize message templates
  </Step>

  <Step title="Set triggers">
    Choose when messages are sent automatically
  </Step>

  <Step title="Test">
    Send a test message to yourself
  </Step>
</Steps>

***

<CardGroup cols={2}>
  <Card title="Configure SMS" icon="message" href="https://app.lumisreach.com/settings/messaging">
    Set up your message templates
  </Card>

  <Card title="Compliance Guide" icon="shield-check" href="/getting-started/features/compliance">
    Understand SMS regulations
  </Card>
</CardGroup>