SMS replies and opt-outs

AIVA gives you two-way texting on your own Twilio number. Every text thread lands in one inbox next to your calls. The AI can draft replies for you, and AIVA handles opt-outs for you. You need a connected Twilio number that can text. For US numbers, you also need an approved A2P 10DLC registration (see Register for A2P 10DLC).

Find your texts

In the sidebar, open Communication → Conversations. This inbox holds voice calls and texts with your customers. To see only texts, select Text in the type filter. You can also show only Unread threads, search, or filter by assistant and date.

Open a thread to see the full message history. If the sender isn't saved yet, the thread shows Not in contacts.

Reply to a text

1. Type in the Write a text message… box.
2. Press Enter or click Send message. Shift+Enter starts a new line.

To send a photo or file, click Attach a file (the paperclip). A text can carry at most 10 attachments.

If a send fails, your draft stays in the box so you can try again.

Let the AI draft a reply

Click Suggest a reply. AIVA reads the thread and puts a draft in the box, labelled AI draft — read it before sending. Edit it as much as you like, then send it. Nothing goes out until you click send.

The draft follows the customer's language. It uses your assistant's knowledge and your OpenAI key.

A person sends every reply

Texting in AIVA is suggest-only. The AI drafts a reply when you click Suggest a reply, and you decide whether to send it. AIVA doesn't answer incoming texts on its own, and there's no auto-reply setting to turn on.

Photos and voice notes (MMS)

When a customer sends a picture or a voice note, AIVA reads the image and transcribes the audio. The AI uses that when it drafts a reply, so it can respond to what was actually sent. This processing runs on your OpenAI key.

Sending late at night

When you text someone by hand outside normal hours for them, AIVA checks first. It shows It's [their local time] for this person. Send anyway? Click Send anyway to send now, or Not now to hold off.

Opt-outs: STOP and START

AIVA follows the standard carrier keywords. They work when the whole text is just the keyword, in any letter case.

• To opt out, a customer texts STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT. AIVA replies once to confirm and adds the number to your do-not-contact list.
• To opt back in, they text START, YES or UNSTOP. AIVA confirms and removes the STOP block.

A thread from an opted-out number has no reply box. It shows Texting is paused. and explains that you can't text them until they reply START. If you try to text them from elsewhere, you'll see This number opted out of texts (replied STOP). Remove it from the do-not-contact list to text it again.

"STOP texting me" does not count as an opt-out, because only the exact keyword does. Use your judgment and add the number by hand if needed.

Manage the do-not-contact list

Open Communication → My Numbers and select the Do-not-contact tab. The tab shows how many numbers are on the list.

Add a number by hand:

1. Enter it in Phone number.
2. Choose Block from: Calls and texts, Calls only or Texts only.
3. Optional: add a Reason (optional).
4. Click Add.

Add many at once: click Import, paste numbers into Paste numbers, one per line, choose what to Block, and click Import.

Find and review: search the list, or filter by reason (Texted STOP or Added manually). Click Export CSV to download it. Use the remove button on a row to take a number off the list.

AIVA checks this list before every text it sends, and before outbound calls. If the check can't run, the text isn't sent, and you're asked to try again shortly.

Next steps

• Register for A2P 10DLC
• Connect Twilio and a phone number
• OpenAI and Twilio usage