Message Agent

The Messaging Agent is an AI-powered assistant that automates routine communication with your pros. It handles confirmations, reminders, follow-ups, and coordination messages while keeping you informed and in control.

What the Messaging Agent Does

The Messaging Agent works on your behalf to handle time-sensitive communication that would otherwise require your constant attention. It can:

Send job confirmations - Automatically confirm jobs with pros when they accept
Send reminders - Remind pros about upcoming jobs at the right time
Follow up on no-shows - Reach out when a pro hasn’t checked in
Request photos and updates - Ask for job completion photos and status updates
Handle rescheduling - Coordinate when jobs need to be moved
Route incoming questions - Open a concierge ticket when a pro or guest messages you, instead of sending an automatic reply

Full Transparency: You can see every message the agent sends in your Messages inbox. The agent acts on your behalf but you always have visibility into what it’s doing.

“Pro Message Received” and “Guest Message Received” Triggers

In the Agent Section, you’ll notice two special triggers: Pro Message Received and Guest Message Received. These behave differently from other triggers like “Job Created.”

When a pro or guest messages you, the agent opens a concierge ticket instead of sending an automatic reply. A person on the concierge team handles the conversation from there. This is the same for both the pro message agent and the guest message agent.

Example: A pro messages via Smart Number asking when their next cleaning is. That message opens a concierge ticket rather than generating an automatic reply.

What You Can Configure

You can still set guidance the agent uses when it hands work to concierge:

Instructions — Guidance for how the conversation should be handled. Think of this as telling the agent your preferences (tone, what to prioritize, etc.). Note: this is guidance the AI tries to follow, not a guaranteed hard rule.
Blocked Actions — Hard stops that prevent certain actions no matter what. For example, you can block rescheduling or canceling jobs. This is the reliable guardrail for anything you absolutely don’t want done autonomously.

Blocked Actions vs. Instructions: Use Blocked Actions for anything critical — these are enforced. Use Instructions for preferences and style guidance, understanding the AI will try but may not always follow them perfectly.

How It Works

The Messaging Agent operates based on triggers and your configured preferences:

Event Detection - The agent monitors for events like job acceptances, upcoming job times, check-in delays, and pro messages
Context Analysis - It reviews the relevant details (property info, pro history, job specifics) to craft appropriate messages
Message Generation - Using AI, it creates natural, professional messages tailored to the situation
Delivery - Messages are sent via your preferred channels (SMS, in-app, or email)

Configuring the Messaging Agent

You can customize how the Messaging Agent behaves through your account settings. Options include:

Message timing - When reminders go out (e.g., 24 hours before, 2 hours before)
Tone and style - Professional, friendly, or casual communication style
Auto-response rules - Which types of messages the agent can handle automatically
Escalation triggers - When to notify you instead of responding automatically

Viewing Agent Activity

All messages sent by the Messaging Agent appear in your Messages section. You can filter to see only agent-sent messages and review the conversation history at any time.

Taking Over a Conversation

At any point, you can take over a conversation from the agent. Simply reply to any message thread and the agent will step back, allowing you to handle it directly.

Key Benefits

Save time - Reduce hours spent on routine coordination messages
Never miss a message - 24/7 responsiveness to pro communications
Consistent communication - Professional messages every time
Faster issue resolution - Immediate follow-up on delays or problems
Better pro relationships - Timely, clear communication builds trust