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SMS Channel

In addition to WhatsApp, Kaanha AI supports two-way SMS messaging via Twilio. SMS conversations appear in the same chat inbox alongside WhatsApp messages.

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Activating SMS

SMS is activated as part of the Voice & SMS provisioning:
  1. Go to Settings → Voice
  2. Select your country
  3. Click Activate Voice & SMS →
Your organization receives a dedicated Twilio phone number for both inbound/outbound SMS and voice calls.

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Sending SMS

In the Chat inbox, use the channel switcher in the chat header to select SMS before sending. Alternatively, the API accepts a channel parameter: 
POST /api/conversations/[id]/messages
{
  "content": "Hi there! Your appointment is confirmed.",
  "channel": "sms"
}
SMS messages respect the contact’s smsOptedIn flag — opted-out contacts will not receive SMS.

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Receiving SMS

Inbound SMS messages are received via Twilio webhook: 
POST https://app.kaanha.ai/api/webhooks/twilio/sms
Inbound SMS:
  • Auto-creates a contact if not found (using the phone number)
  • Creates or continues a conversation with channel: "sms"
  • Appears in the Chat inbox alongside WhatsApp messages
  • Routes through the chatbot system (AI agents, flow bots)

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TCPA Compliance

Kaanha AI handles TCPA-mandated opt-out keywords automatically:
KeywordAction
STOP, STOPALL, UNSUBSCRIBE, CANCEL, QUIT, ENDOpt out — sets smsOptedIn: false, sends confirmation
START, SUBSCRIBE, UNSTOPOpt back in — sets smsOptedIn: true
HELP, INFOAuto-reply with support info
Opt-out records include smsOptOutDate and are permanent until the contact opts back in.

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SMS vs WhatsApp Opt-In

SMS opt-in (smsOptedIn) is independent of WhatsApp opt-in (optedIn):
  • A contact can be opted in to WhatsApp but not SMS
  • Opting out of SMS does not affect WhatsApp messaging

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Viewing SMS Conversations

In the Chat inbox:
  • Conversations via SMS show a purple SMS badge in the conversation list
  • The channel switcher shows SMS as the active channel
  • Message bubbles are identical to WhatsApp messages

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Deactivating SMS

To release your SMS number and close the Twilio subaccount:
  1. Go to Settings → Voice
  2. Click Deactivate
  3. Confirm
This releases the phone number. All SMS history is retained in Kaanha AI — only the connection is removed.