Customers get a quicker response when a conversation in Sendbird AI chatbot reaches the right channel. A new user message can prompt an SMS through Mobile Message, giving your team a practical way to follow up when a chat needs attention, share a next step, or continue contact outside the chatbot. You can also send a bot message back into a Sendbird channel when someone texts your business.

This connection runs through Zapier, so your team can set rules without writing code. Use New User Message to send SMS for selected conversations, or use Inbound SMS Received to pass a customer’s text into Sendbird with Send Bot Message. That creates a useful hand-off between conversational support and mobile communication, helping customers receive timely information while your staff spends less time checking separate platforms. The result is a clearer response path from AI chat to SMS and back again, based on the events your business chooses to act on.