Use Zapier to Build an AI-Powered SMS Support Workflow with touchSMS
You can use Zapier to connect OpenAI and touchSMS to create a simple, automated SMS-based customer support assistant. In this guide, we’ll show you how to build a workflow that uses AI to respond to customer queries via SMS, referencing content from your website or knowledge base.
🔧 What You’ll Need
- A Zapier account
- A touchSMS account with API access
- An OpenAI account (ChatGPT or GPT-4 model access), Google AI Studio or any other AI tool connecting with Zapier
- Your website or knowledge base URL
🪄 What This Workflow Does
- A customer sends an SMS to your touchSMS virtual number.
- Zapier captures the inbound SMS.
- Zapier sends the message content to your AI Agent with instructions to generate a helpful response.
- The response is sent back to the customer via SMS using touchSMS.
✅ Step-by-Step Instructions
Step 1: Purchase a Virtual Number in touchSMS
- Make sure you have a virtual number enabled.
Step 2: Create a New Zap in Zapier
Use the template below (configured with OpenAI as a sample) to tailor your AI Customer Support Service via SMS
https://zapier.com/webintent/create-zap?template=255636781
💡 Tips for Better Responses
- Add a help article link at the end of each AI response: e.g., “More info: https://support.touchsms.com.au/article/xyz”
- Keep responses under 320 characters to keep SMS communication cost-effective.
- Regularly train prompts based on the kinds of support questions you receive.
🛠️ Support
If you need help setting this up, contact us at support@touchsms.com.au.