SMS Reply Assistant

Medium AI Agent system

A two-way SMS agent that reads inbound texts, drafts a context-aware reply using the contact's CRM history, and either sends within guardrails or queues the draft for one-tap human approval. Handles the texting cadence (quiet hours, length, STOP) that generic chatbots get wrong.

Timeline 4-8 days

HMX Zone

ai agent system

Medium Agents system

Verified HMX-owned system details.

Timeline
4-8 days
Visual motif
Reasoning orbit
Live datum
A message is classified, noted, then handed to a human when needed.
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operating facts

Outcome

Faster, consistent text replies that respect the conversation context, without a person watching the inbox all day.

Main risk

An auto-sent reply goes out at a bad time, ignores an opt-out, or answers a question it should not.

Prevention

Enforce quiet hours and STOP suppression before send, cap auto-send to low-risk intents, and require approval above that.

Fallback

Hold the drafted reply in a human approval queue and notify an owner when confidence or risk fails the gate.

system architecture

SMS Reply Assistant Architecture

Connect the Twilio messaging
the reply policy
Twilio
GoHighLevel
Human Escalation
Agent Handoff
  1. 01Connect the Twilio messaging

    A two-way SMS agent that reads inbound texts, drafts a context-aware reply using the contact's CRM history, and either sends within guardrails or q...

  2. 02the reply policy

    Write the reply policy: tone, max length, allowed intents, quiet hours, and STOP/HELP handling

  3. 03Twilio

    Twilio runs the bounded conversation step for SMS Reply Assistant while keeping tool use, transcripts, and escalation outcomes explicit.

  4. 04GoHighLevel

    Generate the draft with an OpenAI model and gate sends by confidence and message risk

  5. 05Human Escalation

    Hold the drafted reply in a human approval queue and notify an owner when confidence or risk fails the gate.

  6. 06Agent Handoff

    Faster, consistent text replies that respect the conversation context, without a person watching the inbox all day.

how it is built

  1. 01Connect the Twilio (or GoHighLevel) messaging number and load contact history as reply context
  2. 02Write the reply policy: tone, max length, allowed intents, quiet hours, and STOP/HELP handling
  3. 03Generate the draft with an OpenAI model and gate sends by confidence and message risk
  4. 04Log every inbound, draft, and send back to the CRM thread for a full audit trail

architecture notes

Architecture overview

SMS Reply Assistant uses a bounded agent handoff layer for AI Agents. A two-way SMS agent that reads inbound texts, drafts a context-aware reply using the contact's CRM history, and either sends within guardrails or q... The architecture connects connect the twilio messaging, twilio, gohighlevel, and agent handoff with an explicit control path.

  • Conversation layer: Connect the Twilio (or GoHighLevel) messaging number and load contact history as reply context
  • Reasoning layer: Write the reply policy: tone, max length, allowed intents, quiet hours, and STOP/HELP handling
  • Tools layer: Twilio runs the bounded conversation step for SMS Reply Assistant while keeping tool use, transcripts, and escalation outcomes explicit.
  • Records layer: GoHighLevel connects calls, messages, calendar work, or CRM writes while enforce quiet hours and STOP suppression before send, cap auto-send to low-risk intents, and require approval above that.
  • Escalation layer: Faster, consistent text replies that respect the conversation context, without a person watching the inbox all day.

Data flow

  1. Connect the Twilio (or GoHighLevel) messaging number and load contact history as reply context
  2. Write the reply policy: tone, max length, allowed intents, quiet hours, and STOP/HELP handling
  3. Generate the draft with an OpenAI model and gate sends by confidence and message risk
  4. Log every inbound, draft, and send back to the CRM thread for a full audit trail

Controls and fallbacks

  • An auto-sent reply goes out at a bad time, ignores an opt-out, or answers a question it should not.
  • Enforce quiet hours and STOP suppression before send, cap auto-send to low-risk intents, and require approval above that.
  • Hold the drafted reply in a human approval queue and notify an owner when confidence or risk fails the gate.

Tools

  • Twilio
  • GoHighLevel
  • OpenAI

research basis

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