SMS & WhatsApp Automation Agents

​

How It Works

​

SMS & WhatsApp-to-Chat Integration

​

Always-On AI Response

{
  "messaging_intelligence": {
    "response_behavior": {
      "always_responds": "every_message_triggers_ai_response",
      "direct_1v1": "no_group_chat_scenarios_to_handle",
      "consistent_ux": "no_missed_messages_due_to_addressing_detection",
      "context_preservation": "maintains_conversation_context_across_messages"
    },
    "platform_optimization": {
      "sms_formatting": "conservative_length_limits_with_smart_truncation",
      "whatsapp_formatting": "longer_content_with_rich_formatting_support",
      "continue_links": "provides_web_continuation_for_complex_responses",
      "intelligent_summarization": "ai_powered_content_summarization"
    },
    "threading_system": {
      "intent_based": "ai_powered_conversation_threading",
      "context_aware": "smart_context_preservation_across_messages",
      "user_focused": "simplified_logic_for_reliable_threading"
    }
  }
}

​

Getting Started

​

Setup Your SMS/WhatsApp Agent

1. Send a Message Simply text your assigned phone number:
   Copy

   Ask AI

   SMS: Your assigned mixus phone number
   WhatsApp: Your assigned mixus WhatsApp number
   

2. Organization & Space Selection For multi-organization users, the system automatically:
   • Resolves your organization based on phone number
   • Creates or finds appropriate workspace
   • Handles guest users for unknown numbers
3. Start Conversing Your message becomes a full chat conversation with AI capabilities:
   • Ask questions and get intelligent responses
   • Request tasks and basic workflows
   • Access core mixus features and integrations
   • Continue complex conversations on web with provided links

​

Platform-Specific Features

​

SMS Optimization

• Platform Limits: 1600 character messaging service limit with intelligent processing
• Multi-Part Messages: Smart splitting into logical parts (“Part 1/2”, “Part 2/2”)
• AI Content Cleaning: Removes conversational artifacts and focuses on essential information
• Continue Links: Web continuation for complex responses
• Link-Based Attachments: All files shared via secure web viewer links

​

WhatsApp Enhancement

• Enhanced Content Processing: 1600 character limit with intelligent condensation or splitting
• Direct Media Messages: Send PDFs, images, and documents directly (≤5MB)
• Rich Formatting: Supports enhanced text formatting and emojis
• Attachment Fallback: Large files automatically use web viewer links
• Sequential Delivery: Proper message ordering with timing delays

​

Intelligent Content Management

• AI-Powered Cleaning: Removes meta-conversational phrases and thinking artifacts
• Smart Strategies: Single message → condensation → multi-part splitting
• Priority-Based Content: Conclusions → actions → key findings → details
• Platform Awareness: Automatically optimizes based on SMS vs WhatsApp
• Graceful Fallbacks: Reliable processing with comprehensive error handling

​

Advanced Features

​

Intent-Based Threading

​

Organization Management

• Automatic Resolution: Resolves organization from phone number
• Guest User Creation: Creates temporary users for unknown senders
• Default Organization: Uses playground organization for guest users
• Multi-Org Support: Handles users across multiple organizations

​

Opt-Out/Opt-In Management

{
  "subscription_management": {
    "opt_out_keywords": [
      "STOP", "UNSUBSCRIBE", "CANCEL", "END", "QUIT"
    ],
    "opt_in_keywords": [
      "START", "UNSTOP", "SUBSCRIBE"
    ],
    "features": {
      "automatic_detection": "recognizes_opt_out_opt_in_keywords",
      "confirmation_messages": "sends_confirmation_of_subscription_changes",
      "per_channel_settings": "separate_preferences_for_sms_and_whatsapp",
      "compliance": "follows_telecommunications_compliance_standards"
    }
  }
}

​

Smart Content Formatting

​

Platform-Aware Processing

// Messaging Service Limits (Both SMS & WhatsApp)
const MESSAGING_LIMITS = {
  maxContent: 1600,        // Messaging service API limit
  safeBuffer: 1400,        // Safety buffer for links and formatting
  multiPartThreshold: 2800  // When to consider splitting vs condensation
}

// Processing Strategies
const CONTENT_STRATEGIES = {
  single: "≤1400 chars → Direct delivery",
  condensed: "1400-2800 chars → AI summarization", 
  split: ">2800 chars → Multi-part messages with logical breaks"
}

​

AI-Powered Summarization

1. Final conclusions and results
2. Next steps and action items
3. Key findings and discoveries
4. Supporting details (when space allows)

​

Advanced Attachment Handling

​

WhatsApp Media Messages

• Direct Media Delivery: PDFs, images, and documents sent directly to WhatsApp (≤5MB)
• Automatic Fallback: Large files automatically use secure web viewer links
• Multi-Format Support: Handles various document types and image formats
• Sequential Delivery: Attachments delivered with proper timing and order

​

SMS File Sharing

• Web Viewer Links: All attachments accessible via secure web interface
• Universal Compatibility: Works across all SMS-capable devices
• Document Summaries: Key information included in message text
• Continue Links: Full document access via web continuation

​

Technical Architecture

​

SMS/WhatsApp Bridge System

​

Key Components

• SmsChatBridge: Main orchestration class for SMS/WhatsApp processing
• Intent Classifier: AI-powered message analysis and threading
• Organization Resolver: Handles multi-organization scenarios
• Content Formatter: Platform-aware message formatting
• Loop Prevention: Anti-spam and duplicate message detection

​

Use Cases

​

Customer Support

• Instant Responses: Immediate AI-powered customer service
• Mobile Accessibility: Support customers on their preferred mobile platform
• Context Retention: Maintain conversation history across interactions
• Escalation Pathways: Seamless handoff to human agents when needed

​

Team Communication

• Quick Queries: Fast answers to urgent questions while mobile
• Status Updates: Get project updates and notifications via text
• Task Management: Create and manage tasks through messaging
• Document Access: Request and receive document summaries

​

Personal Productivity

• Mobile AI Assistant: Full AI capabilities accessible via text
• Information Retrieval: Quick access to organizational knowledge
• Workflow Triggers: Initiate complex workflows from simple messages
• Cross-Platform Continuity: Start on mobile, continue on web

​

Integration Points

​

Twilio Platform Integration

• SMS: Complete SMS messaging support via Twilio
• WhatsApp Business: WhatsApp messaging through Twilio WhatsApp API
• Media Support: Handle images, documents, and file attachments
• Delivery Status: Track message delivery and read receipts

​

mixus Platform Integration

• Chat System: Seamless conversion to internal chat conversations
• Agents: Full access to all mixus AI agents and capabilities
• Tools: Complete integration with mixus tools and workflows
• Files & Memory: Access to organizational knowledge and files
• Web Continuation: Smooth transition from mobile to web interface

​

Configuration & Setup

​

Environment Setup

# Twilio Configuration
TWILIO_ACCOUNT_SID=your_account_sid
TWILIO_AUTH_TOKEN=your_auth_token
TWILIO_MESSAGING_SERVICE_SID=your_messaging_service_sid

# SMS/WhatsApp Settings
SMS_ENABLE_LINK_SHORTENING=true
SMS_SMART_CONTENT_STRATEGY=true
SMS_INTENT_THREADING=true

​

Webhook Configuration

Webhook URL: https://yourdomain.com/api/twilio/webhook
Events: Incoming Messages
Method: POST

​

Phone Number Setup

• SMS Number: Dedicated number for SMS messaging
• WhatsApp Number: WhatsApp-enabled number or sandbox
• Messaging Service: Unified service managing both channels

​

Monitoring & Analytics

​

Message Processing Metrics

• Processing Times: Monitor message-to-response latency
• Threading Accuracy: Measure conversation threading success
• Content Optimization: Track truncation and summarization effectiveness
• User Engagement: Analyze response patterns and continuation rates
• Platform Usage: SMS vs WhatsApp usage patterns

​

Performance Optimization

• Smart Continue Strategy: Reduces unnecessary link generation by 70-80%
• Platform-Aware Formatting: Optimizes content for each platform
• Intelligent Truncation: Preserves most important information
• Cost Management: Minimizes SMS costs through smart segmentation

​

Security & Compliance

​

Data Protection

• Encryption: All messages encrypted in transit and at rest
• Phone Number Privacy: Secure handling of phone number data
• Organization Isolation: Proper data boundaries between organizations
• Guest User Management: Limited access scope for unknown senders

​

Compliance Features

• Opt-Out Compliance: Automatic handling of STOP keywords
• Rate Limiting: Prevents message flooding and abuse
• Audit Logging: Comprehensive logging for compliance requirements
• Telecommunications Compliance: Follows carrier and regulatory requirements

​

Best Practices

​

Message Management

1. Clear Communication: Use concise, clear language for mobile context
2. Action-Oriented: Focus on actionable information and next steps
3. Platform Awareness: Understand SMS vs WhatsApp capabilities
4. Continue Links: Use web continuation for complex interactions

​

Integration Strategy

1. Phone Number Management: Properly configure and test phone numbers
2. User Education: Train users on SMS/WhatsApp agent capabilities
3. Monitoring Setup: Implement performance monitoring
4. Fallback Procedures: Maintain backup communication methods

​

Current Status & Limitations

​

Beta Testing Notice

​

Current Limitations

• Reliability: Message delivery and response consistency under improvement
• Attachment Processing: Limited file type support and processing capabilities
• Advanced Features: Not all integrations and tools are available via messaging
• Threading: Conversation threading may occasionally create new threads unexpectedly
• International Support: Limited testing with international phone numbers

​

Technical Considerations

• Message Length: Character limits for SMS and WhatsApp messaging
• Network Dependencies: Requires reliable messaging service connectivity
• Carrier Restrictions: Subject to carrier filtering and delivery policies
• Rate Limits: Messaging service rate limiting may affect delivery speed

​

Related Features

• Agent Creation - Build custom automation agents
• Chat System - Understand the underlying chat platform
• Email Agents - Email automation capabilities
• Integrations - Connect external services

​

Support & Troubleshooting

​

Common Issues

1. Missing Messages: Check Twilio webhook configuration and delivery
2. Threading Problems: Verify intent-based threading is working properly
3. Opt-Out Issues: Ensure proper handling of STOP/START keywords
4. Organization Confusion: Verify phone number to organization mapping

​

Getting Help

• Check messaging service delivery logs and webhook status
• Verify phone number configuration and service setup
• Contact support with specific message details for troubleshooting
• Review organization and user resolution settings