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Webhook sends the reply to your system",[1222],{"type":997,"attrs":1223},{"color":999},{"type":31,"attrs":1225,"content":1226},{"textAlign":869},[1227],{"text":1228,"type":943},"A webhook automatically notifies your application when the reply arrives.",{"type":31,"attrs":1230,"content":1231},{"textAlign":869},[1232,1234,1239],{"text":1233,"type":943},"Rather than repeatedly checking the SMS platform for new messages, your system receives the event through a ",{"text":1235,"type":943,"marks":1236},"configured callback",[1237],{"type":953,"attrs":1238},{"href":1076,"uuid":1077,"anchor":869,"target":776,"linktype":18},{"text":1240,"type":943},".",{"type":31,"attrs":1242,"content":1243},{"textAlign":869},[1244,1246,1252],{"text":1245,"type":943},"Kudosity's ",{"text":1247,"type":943,"marks":1248},"REST API and webhook capabilities",[1249],{"type":953,"attrs":1250},{"href":1251,"uuid":75,"anchor":869,"target":776,"linktype":18},"\u002Fproducts\u002Fconnectivity\u002Frest-api",{"text":1253,"type":943}," support incoming SMS notifications and delivery reporting, allowing messaging activity to feed back into existing workflows.",{"type":989,"attrs":1255,"content":1256},{"level":1181,"textAlign":869},[1257],{"text":1258,"type":943,"marks":1259},"4. AI classifies intent",[1260],{"type":997,"attrs":1261},{"color":999},{"type":31,"attrs":1263,"content":1264},{"textAlign":869},[1265],{"text":1266,"type":943},"Once the reply reaches your system, an AI agent can interpret the message and determine what the customer needs.",{"type":31,"attrs":1268,"content":1269},{"textAlign":869},[1270],{"text":1271,"type":943},"A response such as:",{"type":1011,"content":1273},[1274],{"type":31,"attrs":1275,"content":1276},{"textAlign":869},[1277],{"text":1278,"type":943},"\"Can we move this to Friday?\"",{"type":31,"attrs":1280,"content":1281},{"textAlign":869},[1282],{"text":1283,"type":943},"Might be classified as a rescheduling request. The workflow can then check available appointments or pass the request to the appropriate team.",{"type":989,"attrs":1285,"content":1286},{"level":991,"textAlign":869},[1287],{"text":1288,"type":943,"marks":1289},"Connecting replies to the original message",[1290],{"type":997,"attrs":1291},{"color":999},{"type":31,"attrs":1293,"content":1294},{"textAlign":869},[1295],{"text":1296,"type":943},"Accurate reply tracking depends on matching each inbound response to the right outbound message, customer and workflow.",{"type":31,"attrs":1298,"content":1299},{"textAlign":869},[1300],{"text":1301,"type":943},"Kudosity's reply callbacks can provide the original message ID, inbound response ID, mobile number, message content, timestamp and opt-out flag. Developers can use these details to link replies to existing records.",{"type":31,"attrs":1303,"content":1304},{"textAlign":869},[1305],{"text":1306,"type":943},"For unsolicited inbound messages, the system may need to match the sender number and receiving number to an existing customer record or conversation.",{"type":31,"attrs":1308,"content":1309},{"textAlign":869},[1310],{"text":1311,"type":943},"This prevents a reply from being assigned to the wrong campaign, booking or customer interaction.",{"type":989,"attrs":1313,"content":1314},{"level":991,"textAlign":869},[1315],{"text":1316,"type":943,"marks":1317},"What to store for each inbound SMS reply",[1318],{"type":997,"attrs":1319},{"color":999},{"type":31,"attrs":1321,"content":1322},{"textAlign":869},[1323],{"text":1324,"type":943},"A structured reply record makes it easier to automate responses, investigate issues and maintain accurate customer communication histories.",{"type":1081,"attrs":1326},{"id":1327,"body":1328},"783f297c-607a-42a7-bdb2-4db8a04b5fdb",[1329],{"_uid":1330,"style":875,"table":1331,"title":17,"footer":1442,"buttons":1445,"component":1441,"is_markdown":303},"i-1e9311fc-57dd-422a-b041-4141510ca833",{"tbody":1332,"thead":1431,"fieldtype":1441},[1333,1347,1359,1371,1383,1395,1407,1419],{"_uid":1334,"body":1335,"component":1346},"972bbd43-ce7a-4e76-bba5-e8f5da7bf9e2",[1336,1340,1343],{"_uid":1337,"value":1338,"component":1339},"26d4f21d-c93f-4aa7-8201-561873a59bdd","Reply ID","_table_col",{"_uid":1341,"value":1342,"component":1339},"8581c124-6046-437f-9e40-c5dd015264b4","Unique identifier for the incoming message",{"_uid":1344,"value":1345,"component":1339},"9dc2004a-07db-4718-b2df-f2ad4f006e66","Prevents duplicate processing and supports auditing.","_table_row",{"_uid":1348,"body":1349,"component":1346},"316eb998-ef97-46ee-897e-9466b8344711",[1350,1353,1356],{"_uid":1351,"value":1352,"component":1339},"b83ea41a-1bfb-49d1-bc34-444fbd714425","Original message ID",{"_uid":1354,"value":1355,"component":1339},"a9357445-9863-4e5f-8186-5b8e5afce609","Identifier of the outbound SMS, where available",{"_uid":1357,"value":1358,"component":1339},"d29a6114-2b52-4f10-ba43-238b785b4adb","Connects the reply to the original message or campaign.",{"_uid":1360,"body":1361,"component":1346},"9c5ac61c-3651-4c46-96e0-653bc84116a6",[1362,1365,1368],{"_uid":1363,"value":1364,"component":1339},"666334f7-5f2e-43dd-b135-be21a59e81c8","Customer number",{"_uid":1366,"value":1367,"component":1339},"d8839628-97f1-41b2-88ae-56e62ee0da5a","Mobile number that sent the reply",{"_uid":1369,"value":1370,"component":1339},"f6768883-b68b-4128-9d29-e394afa00348","Identifies the customer and helps match CRM records.",{"_uid":1372,"body":1373,"component":1346},"4e02f593-1ae0-4ad0-b112-b06b7d8f34b4",[1374,1377,1380],{"_uid":1375,"value":1376,"component":1339},"697eb218-bea1-4783-b78b-f40692876a77","Reply text",{"_uid":1378,"value":1379,"component":1339},"57c1ed6d-5160-4b38-a8ee-11bdfbe250e1","Exact customer response",{"_uid":1381,"value":1382,"component":1339},"334e984c-193d-4942-a1ad-a0201181024c","Provides the information needed for AI classification.",{"_uid":1384,"body":1385,"component":1346},"47ae57cc-9094-448d-b87f-232761d31981",[1386,1389,1392],{"_uid":1387,"value":1388,"component":1339},"75340b16-9c17-4d87-af31-037374d90d31","Timestamp",{"_uid":1390,"value":1391,"component":1339},"b1afa68e-62fe-4694-85aa-55f56b391626","Date and time the reply was received",{"_uid":1393,"value":1394,"component":1339},"e9addec1-5cea-44d6-8d40-466282895192","Supports conversation history and response-time tracking.",{"_uid":1396,"body":1397,"component":1346},"ef47515f-ab34-4723-a37c-82e5037454cc",[1398,1401,1404],{"_uid":1399,"value":1400,"component":1339},"a5bbc537-01ab-4226-be67-7320d3a2a8bf","Intent",{"_uid":1402,"value":1403,"component":1339},"f9d1f5ac-6d33-43ff-beb9-82084f6d8310","The meaning assigned to the response",{"_uid":1405,"value":1406,"component":1339},"9bf4580b-da0b-4944-b919-056df96be238","Determines which automated action should follow.",{"_uid":1408,"body":1409,"component":1346},"4357ffc0-e6f0-480f-b5eb-65b6dad0c6e7",[1410,1413,1416],{"_uid":1411,"value":1412,"component":1339},"30cbe2df-f127-4b9e-887d-dae073e3fab6","Workflow ID",{"_uid":1414,"value":1415,"component":1339},"06ebb57a-8c06-4066-bfd4-93eb1baf6981","Related booking, order, campaign or support process",{"_uid":1417,"value":1418,"component":1339},"b5338a5e-8468-4ddc-b917-7700289ae464","Keeps the reply connected to the correct business activity.",{"_uid":1420,"body":1421,"component":1346},"f72bfad5-7f17-4c43-9ffe-446dceced0b6",[1422,1425,1428],{"_uid":1423,"value":1424,"component":1339},"a93a70d7-f4db-4837-8f35-75d5b38dfbb6","Escalation status",{"_uid":1426,"value":1427,"component":1339},"94c88dd1-353a-48ff-84f0-6cac82244ce1","Whether human review is needed or completed",{"_uid":1429,"value":1430,"component":1339},"be81e7a5-5b13-4725-8c86-a31f9195bf01","Helps support teams identify unresolved requests.",[1432,1436,1439],{"_uid":1433,"value":1434,"component":1435},"e1a3bfdd-05e1-4099-a0e0-d7f2751a8ab3","Field","_table_head",{"_uid":1437,"value":1438,"component":1435},"5f31bdf7-761a-460b-9888-c0cc5fc8e7ea","What it records",{"_uid":17,"value":1440,"component":1435},"Why it matters","table",{"type":28,"content":1443},[1444],{"type":31},[],{"type":31,"attrs":1447,"content":1448},{"textAlign":869},[1449],{"text":1450,"type":943},"It is also useful to record the receiving number, classification confidence and final outcome.",{"type":31,"attrs":1452,"content":1453},{"textAlign":869},[1454],{"text":1455,"type":943},"Customer messages may contain personal or sensitive information, so businesses should apply appropriate access controls, retention rules and data handling practices.",{"type":989,"attrs":1457,"content":1458},{"level":991,"textAlign":869},[1459],{"text":1460,"type":943,"marks":1461},"Common SMS reply intent categories",[1462],{"type":997,"attrs":1463},{"color":999},{"type":31,"attrs":1465,"content":1466},{"textAlign":869},[1467],{"text":1468,"type":943},"AI-powered SMS workflows become more useful when responses are classified consistently.",{"type":31,"attrs":1470,"content":1471},{"textAlign":869},[1472],{"text":1473,"type":943},"Common intent categories include:",{"type":1475,"content":1476},"bullet_list",[1477,1490,1501,1512,1523,1534,1545,1556],{"type":1478,"content":1479},"list_item",[1480],{"type":31,"attrs":1481,"content":1482},{"textAlign":869},[1483,1488],{"text":1484,"type":943,"marks":1485},"Yes or confirmation:",[1486],{"type":1487},"bold",{"text":1489,"type":943}," The customer accepts an appointment, confirms an order or agrees to a proposed action.",{"type":1478,"content":1491},[1492],{"type":31,"attrs":1493,"content":1494},{"textAlign":869},[1495,1499],{"text":1496,"type":943,"marks":1497},"No or cancellation:",[1498],{"type":1487},{"text":1500,"type":943}," The customer declines, cancels or indicates they no longer want to proceed.",{"type":1478,"content":1502},[1503],{"type":31,"attrs":1504,"content":1505},{"textAlign":869},[1506,1510],{"text":1507,"type":943,"marks":1508},"Reschedule:",[1509],{"type":1487},{"text":1511,"type":943}," The customer requests a different appointment, delivery or service time.",{"type":1478,"content":1513},[1514],{"type":31,"attrs":1515,"content":1516},{"textAlign":869},[1517,1521],{"text":1518,"type":943,"marks":1519},"Question:",[1520],{"type":1487},{"text":1522,"type":943}," The customer needs additional information before taking action.",{"type":1478,"content":1524},[1525],{"type":31,"attrs":1526,"content":1527},{"textAlign":869},[1528,1532],{"text":1529,"type":943,"marks":1530},"Complaint:",[1531],{"type":1487},{"text":1533,"type":943}," The customer expresses dissatisfaction or raises a service issue.",{"type":1478,"content":1535},[1536],{"type":31,"attrs":1537,"content":1538},{"textAlign":869},[1539,1543],{"text":1540,"type":943,"marks":1541},"STOP or opt-out:",[1542],{"type":1487},{"text":1544,"type":943}," The customer asks to stop receiving certain business messages.",{"type":1478,"content":1546},[1547],{"type":31,"attrs":1548,"content":1549},{"textAlign":869},[1550,1554],{"text":1551,"type":943,"marks":1552},"Unknown:",[1553],{"type":1487},{"text":1555,"type":943}," The reply is unclear, incomplete or cannot be classified confidently.",{"type":1478,"content":1557},[1558],{"type":31,"attrs":1559,"content":1560},{"textAlign":869},[1561,1565],{"text":1562,"type":943,"marks":1563},"Sensitive request:",[1564],{"type":1487},{"text":1566,"type":943}," The customer raises a matter involving personal information, financial circumstances or another issue requiring additional care.",{"type":31,"attrs":1568,"content":1569},{"textAlign":869},[1570],{"text":1571,"type":943},"Not every response should trigger an automatic reply. A clear confirmation can usually be processed without intervention. A complaint, sensitive request or unclear message may need a person to review it.",{"type":989,"attrs":1573,"content":1574},{"level":991,"textAlign":869},[1575],{"text":1576,"type":943,"marks":1577},"AI reply handling workflow",[1578],{"type":997,"attrs":1579},{"color":999},{"type":31,"attrs":1581,"content":1582},{"textAlign":869},[1583],{"text":1584,"type":943},"Once a message has been classified, the workflow needs a clear rule for what happens next.",{"type":1081,"attrs":1586},{"id":1327,"body":1587},[1588],{"_uid":1589,"style":875,"table":1590,"title":17,"footer":1644,"buttons":1647,"component":1441,"is_markdown":303},"i-7652bb33-68c6-44fd-a03e-ae45cdcb7d3e",{"tbody":1591,"thead":1637,"fieldtype":1441},[1592,1601,1610,1619,1628],{"_uid":1593,"body":1594,"component":1346},"89ff3d4c-cc10-4fa0-88f4-70b825abb029",[1595,1598],{"_uid":1596,"value":1597,"component":1339},"f566b552-1664-4a66-8e26-24820b57b549","Simple confirmation",{"_uid":1599,"value":1600,"component":1339},"8a7a90d8-de3a-4a50-b14b-5765e074610d","Update the relevant booking, order or CRM record and send an approved acknowledgement if needed.",{"_uid":1602,"body":1603,"component":1346},"f27a9a68-0a81-47f1-a8cd-a31ed25a9ae8",[1604,1607],{"_uid":1605,"value":1606,"component":1339},"9e8043b3-66ea-4063-8cc3-918b139d99bc","Customer question",{"_uid":1608,"value":1609,"component":1339},"f1ea9674-2ac9-4464-a1bc-572c162bcaa3","Retrieve approved information and respond if the answer is clear and within the agent's permissions.\n",{"_uid":1611,"body":1612,"component":1346},"5d85f994-7360-426d-845e-fc0eecd6fdc8",[1613,1616],{"_uid":1614,"value":1615,"component":1339},"985eb5be-53af-487b-a317-eb083b8ddf22","Complaint",{"_uid":1617,"value":1618,"component":1339},"4862e494-6e74-4968-98ea-32aca0d23b7a","Create or update a support case and escalate to a human agent with the conversation history.",{"_uid":1620,"body":1621,"component":1346},"08e4faa0-2dce-4f39-a99b-03728c02edaf",[1622,1625],{"_uid":1623,"value":1624,"component":1339},"9b13d634-ff11-4990-b1a4-ca6dc74a9531","STOP or opt-out",{"_uid":1626,"value":1627,"component":1339},"73425dab-9d46-4be1-9cfe-3d7c3c39dead","Immediately suppress relevant marketing sends, update consent records and log the request.",{"_uid":1629,"body":1630,"component":1346},"ddca32bc-7bc7-44c7-a8ab-36b6300fd26c",[1631,1634],{"_uid":1632,"value":1633,"component":1339},"e4bce266-6a6d-4494-b5e4-a7493d608876","Unknown reply",{"_uid":1635,"value":1636,"component":1339},"a1f9cf0f-774f-43bb-8b55-ea925edbcc49","Ask a limited clarifying question or transfer to a person if the intent remains unclear.",[1638,1641],{"_uid":1639,"value":1640,"component":1435},"0deb2c41-03ad-4d48-a44a-8cd6fdf76918","Reply type",{"_uid":1642,"value":1643,"component":1435},"b22f1c17-c91c-4d66-9a81-d3c5fcda0078","Recommended AI action",{"type":28,"content":1645},[1646],{"type":31},[],{"type":31,"attrs":1649,"content":1650},{"textAlign":869},[1651],{"text":1652,"type":943},"For example, an AI agent might send an appointment reminder. The customer replies:",{"type":1011,"content":1654},[1655],{"type":31,"attrs":1656,"content":1657},{"textAlign":869},[1658],{"text":1659,"type":943},"\"I can't make Thursday. Do you have Friday?\"",{"type":31,"attrs":1661,"content":1662},{"textAlign":869},[1663],{"text":1664,"type":943},"The webhook captures the response, the system links it to the original booking and the AI classifies the message as a rescheduling request.",{"type":31,"attrs":1666,"content":1667},{"textAlign":869},[1668],{"text":1669,"type":943},"The workflow can check available times, offer a suitable alternative and update the booking once the customer confirms. If no suitable appointment exists, the request moves to a team member.",{"type":31,"attrs":1671,"content":1672},{"textAlign":869},[1673],{"text":1674,"type":943},"The value is not simply automated replies. It is keeping the conversation connected to the underlying business process.",{"type":989,"attrs":1676,"content":1677},{"level":991,"textAlign":869},[1678],{"text":1679,"type":943,"marks":1680},"Handling STOP replies and Australian compliance",[1681],{"type":997,"attrs":1682},{"color":999},{"type":31,"attrs":1684,"content":1685},{"textAlign":869},[1686],{"text":1687,"type":943},"Opt-out handling should sit outside discretionary AI classification wherever possible.",{"type":31,"attrs":1689,"content":1690},{"textAlign":869},[1691],{"text":1692,"type":943},"Explicit keywords such as STOP should trigger deterministic suppression rules, rather than relying on an AI agent to interpret whether the customer wants to unsubscribe. Other wording, such as:",{"type":1011,"content":1694},[1695],{"type":31,"attrs":1696,"content":1697},{"textAlign":869},[1698],{"text":1699,"type":943},"\"please don't contact me again\"",{"type":31,"attrs":1701,"content":1702},{"textAlign":869},[1703],{"text":1704,"type":943},"should also be recognised and reviewed as an opt-out request.",{"type":31,"attrs":1706,"content":1707},{"textAlign":869},[1708],{"text":1709,"type":943},"Under Australia's Spam Act 2003, commercial electronic messages generally require consent, sender identification and a functional unsubscribe option. ACMA requires unsubscribe requests to be honoured within five working days, although immediate suppression is the safer operational approach.",{"type":31,"attrs":1711,"content":1712},{"textAlign":869},[1713],{"text":1714,"type":943},"Businesses should also ensure their sender setup supports the advertised unsubscribe method. Alphanumeric sender IDs generally cannot receive SMS replies, so a reply-capable number or another compliant unsubscribe mechanism is needed.",{"type":31,"attrs":1716,"content":1717},{"textAlign":869},[1718],{"text":1719,"type":943},"These controls matter when AI agents are generating follow-ups or running campaigns automatically. Once a recipient opts out, the workflow must prevent further marketing sends covered by that request.",{"type":989,"attrs":1721,"content":1722},{"level":991,"textAlign":869},[1723],{"text":1724,"type":943,"marks":1725},"Track replies, delivery and failures together",[1726],{"type":997,"attrs":1727},{"color":999},{"type":31,"attrs":1729,"content":1730},{"textAlign":869},[1731],{"text":1732,"type":943},"Inbound replies provide useful context, but they do not tell the whole story.",{"type":31,"attrs":1734,"content":1735},{"textAlign":869},[1736],{"text":1737,"type":943},"An AI-powered SMS workflow should also track outbound delivery reports and failed messages. These events answer different questions:",{"type":1475,"content":1739},[1740,1751,1762],{"type":1478,"content":1741},[1742],{"type":31,"attrs":1743,"content":1744},{"textAlign":869},[1745,1749],{"text":1746,"type":943,"marks":1747},"Delivery tracking:",[1748],{"type":1487},{"text":1750,"type":943}," Did the message reach the recipient, where delivery confirmation is available?",{"type":1478,"content":1752},[1753],{"type":31,"attrs":1754,"content":1755},{"textAlign":869},[1756,1760],{"text":1757,"type":943,"marks":1758},"Reply tracking:",[1759],{"type":1487},{"text":1761,"type":943}," Did the customer respond, and what did they say?",{"type":1478,"content":1763},[1764],{"type":31,"attrs":1765,"content":1766},{"textAlign":869},[1767,1771],{"text":1768,"type":943,"marks":1769},"Failure tracking:",[1770],{"type":1487},{"text":1772,"type":943}," Was the message rejected, undelivered or affected by another issue?",{"type":31,"attrs":1774,"content":1775},{"textAlign":869},[1776],{"text":1777,"type":943},"Combining these signals allows the workflow to make better decisions.",{"type":31,"attrs":1779,"content":1780},{"textAlign":869},[1781],{"text":1782,"type":943},"For example, an appointment reminder that fails may require another contact method. A delivered reminder with a rescheduling reply should trigger a booking update. 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