What is Two-Way Texting? Can It Be Automated?
Written by Pat Parkhill
Updated at August 4th, 2025
Two-Way Texting
Two-way texting is when an agent is enabled to interact with a customer over an SMS channel. Two-way texting can be between an agent and a customer, or can be automated.
Automated Texting
Conversation between a customer and an automated response system is possible within the SmartReach platform. Just as a customer can interact with an IVR, customers can interact and answer questions via SMS.
- Most information can be exchanged via SMS, with the exception of personal health information (PHI) or PCI information.
SMS can be a very powerful channel in contacting customers and encouraging self-service.
Here are some common use cases for automated and customer-to-agent texting:
- Customer service
- Inbound SMS
- Marketing
- Account information (non-collection)
- Reminders
- First party collections
- Two-way SMS
- Third party collections (via toll-free numbers only)