Conversational SMS goes beyond one-way blasts to enable real two-way conversations with customers, often at scale using AI. Conversational SMS capabilities: - Customer questions answered - Order support via text - Product recommendations - Appointment scheduling - Feedback collection - Personalized interactions Automation approaches: - Keyword triggers - AI-powered responses - Human handoff for complex issues - Hybrid AI + human Benefits: - Personal, 1:1 feel at scale - Higher engagement than email - Customer preference for texting - Richer data collection - Higher satisfaction scores Use cases: - Customer service - Sales conversations - Subscription management - Appointment reminders - Personalized shopping