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Send messages to users via SMS. Connect your agent to SMS for text-based interactions.

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Requirements

  • SMS provider account
  • Phone number (dedicated or virtual)
  • 10DLC registration (US compliance)
  • Agents attached to SMS channel

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Setup

1

Configure SMS Provider

  1. Sign up for your SMS provider account
  2. Get phone number from provider
  3. Fund account as required by provider
2

10DLC Registration

Required for US SMS. Steps:
  1. Create “Brand”
  2. Register “Campaign”
  3. Get approval (24-48 hours)
  4. Assign campaign to number
3

Configure Webhook

  1. Your SMS provider dashboard
  2. Phone numbers settings
  3. Messaging > Webhook URL
  4. Point to Noorle endpoint (provided in setup)
4

Add Channel to Agent

  1. Agents > Select agent
  2. Settings > Channels
  3. Click Add Channel
  4. Choose SMS
  5. Enter your SMS provider credentials
5

Test

  1. Text your SMS number
  2. Wait for response
  3. Verify it works
6

Deploy

Toggle Enabled. SMS active.

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SMS Features

  • 160 char limit - Auto-splits long messages
  • MMS support - Send/receive images (paid)
  • Group SMS - Send to multiple numbers
  • Scheduling - Queue messages (optional)

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Character Limits

Standard SMS: 160 characters Workaround for long messages: Agent automatically splits responses: 
Agent says: "This is a very long response..."
Delivered as:
[1/3] "This is a very long..."
[2/3] "response that is split..."
[3/3] "into multiple messages"

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User Identification

User identified by:
  • Phone number (inbound message source)
  • Context (conversation history)
Agent can personalize by number.

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MMS Support

Send images in responses (paid):
  1. Enable MMS in your SMS provider
  2. Agent includes image in response
  3. Delivered as MMS (image message)

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Rate Limits

  • 100 messages/hour per number
  • Up to 1000 threads
  • Burst: 10 messages allowed
Noorle enforces these automatically.

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Message Delivery Status

Track delivery status:
  1. Agents > Select agent
  2. Activity tab
  3. See delivery status for each message
Statuses:
  • Sent - Message delivered
  • Queued - Waiting to send
  • Failed - Delivery error

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10DLC Compliance

10DLC (10-digit Long Code) required for US numbers:
  • Brand Registration - Company info
  • Campaign Registration - Use case
  • Compliance - Truth in lending, government, etc.
Processing time: 24-48 hours

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Limitations

  • 160 character limit (splits automatically)
  • No rich formatting
  • No buttons or interactive elements
  • Phone number visible to all recipients (if group SMS)
  • Subject line not supported

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Troubleshooting

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SMS not received

  • Check phone number is correct
  • Verify 10DLC approved
  • Check SMS provider account is funded
  • Review provider logs

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Delivery slow

  • Typical: 5-30 seconds
  • Check SMS provider status
  • Verify agent responding
  • Network latency

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Messages split incorrectly

  • 160 char limit enforced
  • Each split = separate SMS
  • Check agent response length
  • Consider shorter responses

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Costs

For current pricing, see Pricing.

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Privacy & Security

  • Messages encrypted in transit
  • Phone numbers stored for conversation context
  • Compliance with SMS regulations
  • Privacy policy required

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Best Practices

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Keep Responses Short

SMS has 160 char limit. Keep responses concise.

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Confirm Identity

Ask confirmation before sensitive operations.

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Rate Limiting

Implement anti-spam (5 minute cooldown between user messages).

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Opt-In/Out

Provide way for users to opt out of SMS.

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Next Steps