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SMS channel

SMS Channel group with a phone number selected, Agent Type set to Inbound, and the Routing row reading Default agent — handles unmatched traffic, with an Edit schedule link

Number, agent type and routing

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Phone number

Required for an inbound agent. An outbound agent must have one bound too — it’s the number it sends from. See Phone numbers.

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Agent type

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First message

Outbound only, and required. Variables resolve here; blank values are left out. A per-run opening text — what you type before Start SMS Chat, or a Salesflow static opener — overrides it for that run, but the field must still be filled.
SMS Channel group with Agent Type set to Outbound and a First Message that uses the client_first_name variable

Outbound: the First Message the agent opens with

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Who answers an inbound text

When a text arrives on a number, Dialtu picks the agent in this order:
  1. If there’s an open session between this customer and this number, its agent replies — even outside its hours, even on an outbound-only number.
  2. Otherwise, the first agent whose weekly schedule covers now, in that agent’s timezone.
  3. Otherwise, the number’s default agent.
  4. Otherwise nobody: the text is acknowledged and dropped. Nothing is sent back.
Step 4 is silent — no reply to the customer, no error to you. Give every number a default agent.
STOP, HELP and START are handled before any of this, so they work with no agent on duty. See Compliance.

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Time-based routing

Inbound agents only. Edit schedule opens the Time-Based Routing window:
  • Timezone — “Time ranges are evaluated in this timezone”.
  • Default Agent toggle — handles messages when no other agent’s time range matches.
  • Quick presets — they replace the current schedule rather than adding to it.
  • Weekly hours — a checkbox per day, up to 4 ranges per day with Add range, an “ends next day” marker, and Copy to all active days.
  • Clear schedule.
Time-Based Routing window showing the no-default warning banner, a timezone, the Default Agent toggle, quick presets, and Monday to Friday 9:00 to 17:00 ranges with Add range links

Timezone, the default toggle, presets and one row per day

How ranges behave:
  • Windows are half-open: at exactly 17:00, a 09:00–17:00 agent is off and a 17:00–21:00 agent is on. Adjacent windows tile the week without overlapping.
  • A range that ends before it starts wraps past midnight.
  • An overlap — with your own ranges, or with another agent on the same number — blocks the save: “Overlaps with agent “X” on this number.”
  • The default agent is excluded from conflict checks.
SMS routing is by schedule only. There are no tag audiences: two agents on the same number can’t share even a minute of the week.
The window’s own banner says it: “No default agent is set for this number — messages outside scheduled hours won’t be routed.”

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Conversation behaviour

Conversation Behavior group with Inactivity timeout set to 60 Minutes and an Auto Close Message that uses the client_name variable

Two controls: inactivity timeout and the auto-close message

  • A 24-hour backstop closes any open session, human-handled ones included.
  • The auto-close text is only sent if you set one. Variables resolve; tokens that can’t be resolved are dropped. If the whole message resolves to nothing, nothing is sent.
  • When it’s sent, it’s a billed message.
There is no response length control, no conversation style, no message batching and no reply-delay setting. All of that is defined by writing it into the prompt.
Since there’s no length control, put an explicit limit in the prompt rules: “Two sentences per message, maximum.”

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AI memory

AI Memory group with Use memory on, How the agent gets the memory set to Automatic, Deep recall on, and Record to memory on with its Configure gear

The AI Memory group with reading and recording switched on

Reading is opt-in; writing is on by default. If you’ve never opened this group, your agent is already contributing what it learns to the contact’s shared memory.
Lumina does receive memory. Automatic injects it into the prompt; Variables mode places it wherever you put the {{memory_...}} tokens. Deep recall adds a built-in “search previous conversations” ability the agent can use mid-chat.

Contact memory

The full explanation. It applies equally to SMS.
Duplicating an agent copies neither the LLM model nor the memory settings. Set them again on the copy.

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Outcomes: disposition tags

Outcomes → Disposition Tags → Manage opens the tags window. When a session closes, the conversation is classified against each attached tag’s Analysis Prompt — the criteria sent to the model. Tags are account-wide templates: they save instantly and affect every agent. Ticking one in this window is what attaches it to this agent.
Disposition Tags window for an SMS agent listing Order resolved, Delivery issue and Needs follow-up, each ticked and marked AI, with a Create New button and the count 3 tag(s) configured for this chat

Tick the tags this agent can classify a conversation with

The Analysis Prompt field carries a badge naming the other engine. Ignore it — Lumina uses the criteria.
Sessions closed by the STOP keyword skip classification.

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What doesn’t exist

  • Tag audiences.
  • Reminders and follow-up sequences.
  • Style, length or batching controls.
  • A “resume AI after” hold — handing back to the AI is immediate.
  • Analytics inside the agent — they’re under Analytics → SMS Statistics.

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Next step

Tools

Give it real actions.