A customer agent can answer the first text, but one-to-one SMS isn't native yet

The customer agent for SMS conversations is built to answer that first text and hand off to a human when it can't resolve it. It runs on your customer care SMS number in the help desk and inboxes. It's still in development, so HubSpot is promising nothing yet.

Zach Hussion picked this one and asked the question that goes past support: "have you guys seen any native solutions, or any betas or updates where we can do one-to-one text SMS?" He checked with Breeze and came back with "basically the answer is no, there is no native support for outbound SMS on a one to one."

My view is that "the channel silos are coming down too." With support, there are two things I want. "Acknowledgement that you got the request." Then I want it solved. The customer agent can be "faster, quicker, more agile than anybody on any team" at the first part.

If you're setting this up, decide what customers should use that channel for, then design the handoff to a person.