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Overview

Cloom AI supports SMS messaging through Twilio and Infobip, allowing you to create intelligent text message workflows that can respond to customer inquiries automatically.

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Prerequisites

Before setting up SMS, you’ll need:
  • A Twilio or Infobip account
  • A dedicated SMS number
  • Your Cloom AI account with appropriate permissions

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Phone Number Format

SMS numbers must be in E.164 format: ✅ Correct:
  • +16673270565
  • +442071234567
  • +61412345678
❌ Incorrect:
  • +1 667 327 0565 (contains spaces)
  • (667) 327-0565 (wrong format)
  • 6673270565 (missing country code)
Always include the country code and remove any spaces, dashes, or parentheses.

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Setting Up SMS with Twilio

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Step 1: Configure Twilio Webhook

In your Twilio console:
  1. Navigate to your phone number settings
  2. Find the Messaging section
  3. Set the webhook URL to: https://api.cloom.ai/messaging/twilio-sms-webhook/
  4. Set the HTTP method to POST
  5. Save your changes
Twilio webhook configuration

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Step 2: Add Number to Cloom

Contact your Cloom AI representative to add your Twilio number to your account. Provide:
  • Your phone number in E.164 format
  • Your project name
  • Which workflow should handle messages to this number
Currently, Twilio numbers must be manually configured. Infobip dynamic setup is coming soon.

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Creating an SMS Node

In your Cloom AI workflow:
  1. Click Create Agent Journey or Start & Integrate
  2. Select Incoming SMS as the start node type (if receiving messages)
  3. Or add an SMS node anywhere in your workflow (for sending messages)

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SMS Template Editor

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Message Content

Create your SMS message template: Name
  • Give your template a descriptive name (e.g., “Order Status Reply”)
Message
  • Write your SMS message content
  • Keep it under 160 characters for single SMS
  • Use variables to personalize: {{customer_name}}
Example SMS
Gracias por su llamada y por sus preguntas. No dude en
ponerse en contacto con nosotros si tiene alguna otra
pregunta. - Elegi+

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Character Count

The editor shows your character count:
  • 127/160 - Within single SMS limit ✅
  • 180/160 - Will send as 2 messages ⚠️
Messages over 160 characters will be sent as multiple SMS messages, which may increase costs.

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SMS Routing

SMS routing works differently than voice:

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Automatic Follow-ups

Unlike voice calls, SMS bots will automatically ask follow-up questions until they have all required information. Example Flow: 
Bot: Thanks for reaching out! I can help track your order.

User: Where is my package?

Bot: I'd be happy to help! Can you provide your order number?

User: 123456

Bot: Thank you! When did you place this order?

User: December 10th

Bot: [Proceeds to next node with order_number=123456 and order_date=Dec 10]

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Mandatory Variables

Configure which variables must be collected before proceeding:
  1. Navigate to the Routes tab
  2. Select your route
  3. Add variables under Mandatory Variables
  4. The AI will ask for any missing variables automatically
SMS mandatory variables

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Testing Your SMS

To test your SMS workflow:
  1. Ensure your workflow is activated (toggle in top left)
  2. Click Send Test in the SMS Template Editor
  3. Enter your phone number
  4. Click Send Test SMS
  5. Reply to the message to test the conversation flow
Send test SMS

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Best Practices

SMS is a brief medium. Get to the point quickly and avoid lengthy explanations.
Tell users exactly what to do next: “Reply with your order number” or “Text STOP to unsubscribe”
End messages with your brand name or signature (e.g., ”- Elegi+”)
Always honor unsubscribe requests and comply with SMS regulations in your region
Send test messages to multiple devices and carriers before going live

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Viewing SMS Logs

To view SMS conversation history:
  1. Navigate to your workflow
  2. Click the menu in the top right
  3. Select SMS Logs (if available)

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Compliance & Regulations

Make sure your SMS usage complies with regulations in your region:
  • USA: Follow TCPA guidelines and obtain proper consent
  • EU: Comply with GDPR requirements
  • Other regions: Check local telecommunications regulations

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Troubleshooting

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Messages Not Sending

If SMS messages aren’t sending:
  • Verify the phone number format (E.164)
  • Check that the Twilio webhook is correctly configured
  • Ensure your Twilio account has sufficient credits
  • Confirm the workflow is activated

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Not Receiving Replies

If you’re not receiving customer replies:
  • Verify the webhook URL is correct
  • Check Twilio’s debugger for error messages
  • Ensure the phone number is properly configured in Cloom

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Variables Not Extracting

If variables aren’t being extracted:
  • Review your routing instructions for clarity
  • Check SMS logs to see the AI’s responses
  • Ensure variable names match your template usage

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Next Steps

Email Setup

Configure email messaging

Variables Reference

Learn about using variables