SMS Instructions Configuration

SMS Instructions guide your AI Agent's behavior when communicating via text message. Because SMS is a mobile-first, high-urgency channel, the focus here is on extreme brevity and utility. Customers using SMS are typically "on the go" and looking for quick answers regarding order status, tracking, or simple product questions.

Best Practices

Be Concise: SMS has character limits and is read on small screens. Instruct the agent to provide the most important information first and avoid "fluff."
Identify the Brand: Since a text message can feel anonymous, ensure the agent identifies who they are representing in the initial response.
Focus on Action: SMS is best for transactional tasks. Prioritize tools like order lookup and shipping status.
Avoid Long URLs: If the agent needs to provide a link, instruct it to provide only the essential URL and avoid long strings of tracking parameters when possible.
Respect Opt-outs: Ensure the agent understands that if a customer asks to "Stop" or "Unsubscribe," it should acknowledge the request and follow standard SMS compliance protocols.

Your AI Agent has access to your Knowledge Base in the SMS context. It can answer policy or product questions via text based on your uploaded documents.

However, because of the nature of SMS, you should instruct the agent to provide "one-sentence summaries" of Knowledge Base articles rather than full explanations.

For more details on managing source material, see the AI Agent Knowledge Base Documentation.

SMS Instruction Templates

The following examples are formatted as plain text blocks. Since the UltraCart instruction fields do not support rich text formatting (bold, italics, etc.), these templates use clear labeling and spacing to guide the agent.

Option 1: The Transactional Specialist

Best for: Stores where customers primarily text to check on their orders.

PRIMARY GOAL: Provide fast, mobile-friendly order updates.

1. IDENTITY: Always identify yourself as the [Your Company Name] Assistant in the first message of a thread.

2. BREVITY: Keep all responses under 160 characters whenever possible. Do not use multiple paragraphs.

3. ORDER LOOKUP: If a customer asks about an order, immediately ask for their Order ID. Once found, provide only the current status (e.g., "Shipped," "Processing") and the tracking number.

4. LINKS: If you must provide a link to a tracking page, provide the link on its own line.

Option 2: The Direct Responder

Best for: High-volume stores that want to minimize text overhead and maximize efficiency.

PRIMARY GOAL: Provide helpful, concierge-style service via text.

1. TONE: Be helpful, polite, and brief. Use a friendly greeting but get to the point quickly.

2. PRODUCT INFO: If asked about a product, give a one-sentence summary of its main benefit and ask if they would like a link to view it on the site.

3. LIMITS: Never send more than two text messages in a row. If an answer is too complex for SMS, ask the customer if they would prefer you to email them the full details.

Option 3: The Hybrid Concierge (Balanced)

Best for: Most standard e-commerce stores requiring a mix of sales help and order support.

PRIMARY GOAL: Direct, no-nonsense response to customer queries.

1. NO FLUFF: Skip introductory pleasantries like "I hope you are having a great day." Go straight to the answer.

2. KB USAGE: If a customer asks a question found in the Knowledge Base, summarize the answer in 10 words or less.

3. ESCALATION: If you cannot answer a question using your tools or the Knowledge Base after one exchange, provide the support email address and tell the customer a human will follow up.