Retell AI now powers AI voice calls and AI texts through SMS and chatbot messaging, giving enterprise teams the ability to orchestrate fully automated, omni-channel conversations from a single, unified platform. This update expands the range and flexibility of Retell AI’s platform and AI voice agents, helping teams reach leads, customers, and users on their preferred channel whether by call, text, or hybrid workflows.
Enterprise conversations no longer live on a single channel. A sales rep may start with a call, follow up by text, and provide a chatbot link post-conversion. Traditional AI call platforms don’t support this kind of fluid, multi-touch automation, Retell AI now does.
With AI SMS and chatbot functionality, Retell becomes a centralized system for AI-powered voice and messaging. Retell agents can now communicate via voice, text, or hybrid flows all within a single low to no-code interface.
Retell’s new messaging features are built directly into the agent builder with there now being 2 ways your AI agents can text: SMS nodes and stand alone texting agents.
These nodes and agents allow you to:
SMS flows are deployed using the same phone number infrastructure as voice agents with no extra setup required.
To use SMS nodes in calling workflows to send texts within a conversation:
1. Open the Retell Agent Builder
2. Insert a Send SMS node
3. Customize the message and include any variables
4. Iterate and test agent to ensure calling and texting functionality is working properly
5. Deploy AI voice agent with new texting ability for quickly sending help articles, return labels, login resets, and so much more
1. Link or Document Delivery
During a support or onboarding call, the AI can send a help article, return label, invoice, or login reset link via SMS in real time.
2. Calendar Booking or Payment Link
While confirming an appointment or finalizing a transaction, the agent sends a booking confirmation, calendar invite, or payment link without leaving the call flow.
3. One-Time Passcode or Verification Message
The agent can text a one-time passcode (OTP) or secure link for authentication or identity verification during the call.
4. Intake Form or Lead Capture Survey
While qualifying a lead, the AI can send a structured form or survey by text to gather detailed responses and accelerate the workflow.
5. Directions or Business Information
If the caller requests location details, business hours, or parking instructions, the agent can immediately send a Google Maps link or business info via SMS.
6. Conversation Summary or Confirmation Message
When a task is completed—like booking an appointment or submitting a ticket—the agent texts a confirmation message to the caller mid-conversation.
7. Escalation Link or Live Chat Option
If the caller needs to escalate or connect with a human agent, the AI can send a link to live chat or a callback form while continuing to guide them through the process.
8. Product Recommendation or Offer Follow-Up
During sales calls, the agent can send a curated bundle, promo code, or follow-up product recommendation to the user based on their expressed interest.
9. Missed Call Follow-Ups
If a user misses a previous call or doesn’t pick up, the agent can reference that context and send a real-time follow-up message during the conversation to re-engage them.
10. Booking Confirmations & Reminders
Agents can text confirmation details or send an upcoming appointment reminder while on a voice call with the customer.
11. Sales Nurture & Reactivation Flows
During a re-engagement conversation, the AI can send targeted follow-up messages or promotional offers designed to reactivate dormant leads or rewarm previous interest.
12. Post-Call Support Instructions
While assisting a user, the agent can proactively send instructions, links, or next steps via SMS to reduce confusion and ensure clarity once the call ends.
13. Chat-Style Lead Qualification via Text
In scenarios where voice engagement is partial or brief, the agent can trigger a text-based follow-up mid-call to continue qualification asynchronously—capturing interest without requiring continued conversation.
Standalone text-based agents allow you to create fully automated SMS conversations with no voice required. These agents can engage leads, deliver follow-ups, qualify users, and complete support flows entirely through text. They’re built using the same Retell Agent Builder and infrastructure as voice agents, with dedicated logic tailored to asynchronous, message-based interactions.
1. Open the Retell Agent Builder
2. Select “Create an Agent” and choose Chat Agent
3. Select your agent type
4. Add nodes and build out prompting or conversation flow just like AI voice agents
5. Use variables like {{first_name}}, {{email}}, {{booking_time}}, and more to personalize messages based on user data or previous call context.
6. Ensure all AI chat settings are set to your requirements
7. Test your conversation flow using Manual Chat or AI Simulated Chat
8. Deploy live and monitor usage in your Retell dashboard
1. Lead Qualification via Text
Initiate a conversation through SMS to collect key lead info like name, intent, location, and budget—all without requiring a call.
2. Missed Call Follow-Ups
When a call is missed or goes unanswered, a standalone SMS agent can initiate a follow-up message that continues the outreach in real time.
3. Booking Confirmations & Reminders
Automatically send appointment confirmations, reschedule options, or reminder messages through SMS without initiating a call.
4. Sales Nurture & Reactivation Flows
Run timed or trigger-based reactivation sequences via text—nurturing leads who’ve gone cold or re-engaging past customers with new offers.
5. Post-Call Support Instructions
Deploy SMS agents that follow up support interactions with instructions, tracking links, documentation, or return processes—no phone time required.
6. Abandoned Form or Cart Recovery
When a user drops off during an online process, a chatbot can reach out via SMS with a reminder, assistance, or incentive to complete the action.
7. Inbound Text-Only Customer Support
Let users text questions directly to a chatbot agent who can handle FAQs, triage issues, or route them to the right team—all without a voice call.
8. Payment Collection or Billing Reminders
Use SMS bots to send secure links for invoice payment, notify users of upcoming charges, or resolve billing issues quickly.
9. Event-Based Messaging
Trigger SMS agents to confirm registration, deliver logistics, or send day-of instructions tied to live events, webinars, or classes.
10. Time-Based Check-ins or Reengagements
Automate follow-ups at scheduled intervals (e.g. 3 days after delivery, 7 days post-purchase) to drive feedback, upsells, or service follow-through.
11. Onboarding Sequences
Use SMS flows to welcome new users, deliver setup instructions, and walk them through product onboarding step by step.
12. Waitlist Updates or Launch Notifications
Engage subscribers via SMS with product launch alerts, early access links, or updates on waitlist status—without needing email.
13. Internal Operations Alerts
Send SMS notifications to internal teams when a workflow event is triggered (e.g. “new lead qualified,” “agent unavailable,” “case escalated”).
Already have an up and running AI voice agent you want to use for chatting? We've made convert your existing AI agent into an SMS flow in one click using the “Convert to Voice Agent” toggle. This allows teams to repurpose logic and workflows across channels without duplicating build time, ultimately making it easy to adapt successful flows from voice agents to text agents effortlessly.
You can send outbound test messages and view message flow in context using Retell’s built-in simulation panel. Whether you’re fine-tuning logic or validating message personalization, the testing suite ensures everything works as expected before going live.
This testing suite includes:
With this system, teams can design, test, and launch multichannel agents all within a unified workspace—without relying on staging environments or dev tooling.
1. Expand Reach, Reduce Drop-Off
When calls go unanswered or leads ghost, SMS ensures there’s a second chance to convert or inform, without losing context.
2. Cross-Channel Personalization
Agents can now retain call context across channels, allowing your AI agents to respond and follow up in a way that feels coherent and personalized.
3. Full Workflow Orchestration
Automate tasks like confirming meetings, qualifying leads, sending links, and routing issues, without switching tools.
4. Compliant and Secure by Default
SMS messages sent through Retell adhere to your platform’s compliance guardrails (e.g., consent management, audit trails), making it safe to deploy in healthcare, finance, and enterprise settings.
What is Retell AI’s new SMS feature?
Retell AI’s SMS feature allows you to send ,automated text messages through your AI agents. You can build dedicated SMS workflows or embed SMS nodes inside voice call flows that enable seamless omni-channel communication across sales, support, and operations.
Can I use SMS and voice in the same workflow?
Yes. You can combine voice and SMS inside a single Retell agent. For example, if a user misses a call, the agent can automatically follow up with a personalized text message without breaking flow logic or duplicating builds.
Do I need a separate number or Twilio account to send SMS?
No. Retell AI uses your existing voice number to send SMS (local, toll-free, or branded). No additional SMS provider setup is required.
Can I personalize text messages with contact info or booking data?
Yes. You can use variables like {{first_name}}, {{email}}, {{booking_time}}, and more to personalize messages based on user data or previous call context.
How do I test an SMS or chatbot flow before launching it?
Retell provides a simulation suite that includes Manual Chat, AI Simulated Chat, and Test SMS. This lets you preview agent responses and message delivery in real time before publishing.
Can I convert an existing voice agent into an SMS agent?
Yes. With one click, you can convert a voice agent into an SMS-compatible flow. This saves time and lets you repurpose proven logic across channels.
What are common use cases for SMS agents?
Current customers are using SMS for missed call follow-ups, appointment confirmations, payment reminders, sales re-engagement, and support escalations.
Is SMS compliant with Retell’s enterprise security standards?
Yes. SMS functionality follows the same compliance protocols as voice, including data redaction, audit logs, and consent handling. It supports industries requiring HIPAA, SOC 2, and PCI-DSS readiness.
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