Problem:
SMS was the one channel x10 AI couldn't fully cover. When a guest texted, there was no reservation attached to the conversation: no property, no dates, no context. We now match reservation details to SMS numbers for all companies, and x10 can automate those texts for select companies once a match is made.
What it does now
- Matches the texter to their reservation. When an SMS comes in, we look up the guest's phone number and attach their next active reservation, with full reservation details, to the conversation automatically. If no future reservation is found, the existing match stays put.
- Shows the reservation details in the conversation view. No more cross-referencing across tools.
- Powers x10 autopilot end-to-end on SMS only when a reservation is matched. With a reservation match, x10 replies straight from the property's knowledge base for select companies.
- Filters voice messages out of the AI prompt. When building context for SMS autopilot, x10 excludes prior voice-channel messages in the conversation so the AI reads the text thread on its own.
- AI status visible on SMS. The autopilot indicator in the bottom-right now shows up on SMS conversations, so agents always know what x10 is doing.
Why it matters
This expands x10's AI coverage to SMS for select companies when we are able to match a reservation. This means higher AI coverage and a bigger share of inbound questions get answered automatically instead of queuing for an agent. More channels under autopilot = higher overall automation rate, and a clearer path to pushing AI coverage up across the board.
Huge shoutout to Nicolás, Giovanni and the team!