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SMS is a text-based communication channel that allows your agent to send and receive messages directly with users on their mobile devices. It’s designed for transactional, high-intent interactions such as booking confirmations, itinerary changes, flight status updates, and customer support. Because SMS is regulated by mobile carriers, users must provide explicit consent before receiving messages. VIVI supports this through a Conversational Opt-In flow, where consent is captured naturally within the chat experience.

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Set Up

To use the SMS channel, you will assign a dedicated phone number to your agent. After setup, assign the channel to an agent so it can begin using SMS. Once connected, your agent will manage the conversation by:
  • Sending transactional travel notifications (booking confirmations, flight status, payment-related alerts)
  • Responding to inbound customer inquiries
  • Continuing conversations across chat and SMS when consent is granted
All messages are sent only to users who have explicitly opted in and are strictly non-promotional.

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Conversational Opt-In

Conversational Opt-In is a manadatory part of the SMS channel that allows your agent to securely collect SMS consent during a live interaction. The agent will present a required disclosure and pause the conversation flow until the user explicitly replies YES or NO.
  • If the user replies YES: Treat as explicit consent. Proceed with workflows that include transactional SMS.
image showing workflow is user accepts opt-in
  • If the user replies NO: Treat as no consent. Do not claim SMS updates will be sent.
image showing workflow is user declines opt-in Your agent will output the following disclosure text verbatim. This script includes all required US carrier (Twilio / 10DLC) compliance elements. Agent Output:
Reply YES to confirm you consent to receive SMS text messages from VIVI about booking confirmations, itinerary changes, and flight status updates. Message frequency may vary. Msg & data rates may apply. Reply HELP for help. Reply STOP to cancel. View our Terms of Service here: https://vivi.bot/terms-and-conditions/ View our Privacy Policy here: https://ksgai.com/privacy-policy/

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Phone Number Verification

If the user’s phone number is not already known, the agent must request it before or immediately after the consent step:
“To send these updates, please provide the mobile number you’d like us to use.”
Consent should always be associated with a specific phone number.

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Best Practices

  • Request SMS consent before discussing actions that imply text updates
  • Never assume consent from prior interactions or silence
  • Store consent logs for auditing and carrier verification
  • Clearly set expectations that SMS is used for transactional updates only