A reply comes in from a customer, and buried in that reply is a tone, whether they're happy, frustrated or somewhere in between, that a busy team does not always have time to weigh up message by message while the rest of the inbox keeps filling.

Mobile Message's inbound SMS trigger can pass that reply straight to TextKit, where a Zap runs it through detect sentiment or detect emotion in text before anything else happens. It also works further up the chain, ahead of Mobile Message rather than after it. When a Typeform entry or a Google Form response arrives, TextKit can analyse the written answer first, and Mobile Message can then send an SMS shaped by what it found, such as flagging a response that reads as frustrated or a lead whose notes sound genuinely keen.

None of this changes what TextKit does on its own, it still returns a sentiment or an emotion for a piece of text, nothing more elaborate. The value sits either side of it, a text reply or a form answer goes in, and a flagged result or a follow up SMS comes out, connected through Zapier rather than built into either platform. A team ends up reading the tone of a conversation without having to read every conversation in full.