AI voice agents in real estate are all about response time, coverage and quick follow-through. If your system can't answer calls immediately, qualify intent, book tours and update your CRM without manual cleanup, it's not helping you win more deals; it's adding another layer for you to manage.

This guide isn't for browsing tools. It's for operators deciding whether to commit to AI voice agents in 2026 and ship something that actually helps you scale. We compare 10 platforms based on how they perform after signup, how fast you can go live, what breaks under real lead volume, and what it takes to keep them working week after week.

Top 10 AI Voice Agents for Real Estate (2026)

The goal here is simple: Helping you choose an option that you can launch confidently, not replace after the first integration headache.

1. Plivo

When aiming to build and scale AI voice agents for real estate, you care about two things: reaching prospects first and converting more inquiries into confirmed showings. Plivo excels here since it gives you production-ready AI voice agents that place instant callbacks, answer listing questions from your data, and book tours directly on your agents' calendars. They operate reliably across phone, SMS, WhatsApp and chat without stitching together telephony, AI models and messaging vendors.

Plivo is the AI agent builder platform for voice-first, omnichannel experiences—built on a carrier-grade telephony network trusted by Uber, Meta, Zomato, and thousands of businesses worldwide. Business teams can launch agents without writing code using Vibe agent. Engineering teams can orchestrate custom voice agents in code with full control. The foundation is Plivo's global communications infrastructure spanning 190+ countries: 15+ years of proven reliable infrastructure, low latency, and the call quality enterprises demand.

Core Capabilities:

• Inbound & Outbound AI Voice Agents: Handle live calls end-to-end, qualify intent, route intelligently and escalate to human agents when needed.
• Multi-Channel Agent Coverage: Run the same AI agent across phone, SMS, WhatsApp and chat with shared context across channels.
• No-Code AI Agent Builder (Vibe): Build and deploy voice agents using plain-English instructions, no prompt engineering or coding required.
• Build your way: Business teams launch with no-code tools; engineering teams build custom voice agents with full-code control. You're never forced into a single way of working.
• Vertically Integrated Telephony (CPaaS): Voice runs on Plivo's own global telephony infrastructure, avoiding third-party carrier dependencies.
• Low-Latency Voice AI Stack: Integrated TTS, STT and LLM orchestration enables sub-500ms response latency, critical for natural voice conversations.
• Enterprise-Grade Reliability: Built on Plivo's proven CPaaS platform with 99.99% uptime, 15+ years of reliable infrastructure, and global carrier connectivity across 190+ countries.
• CRM & Workflow Integrations: Pull customer context in real time and write call outcomes back to CRMs and support tools automatically. Connect Follow Up Boss, kvCORE, BoomTown, Salesforce, HubSpot, Google Calendar, Outlook, and your MLS/IDX feed.
• You own the stack: You get to choose your speech-to-text (STT), text-to-speech (TTS), and LLM while keeping prompts and data portable and avoiding lock-in.

Best fit if you:

• Need real-time voice agents that can operate continuously at scale.
• Want to avoid stitching telephony, AI and messaging vendors together.
• Plan to deploy across multiple channels, not voice alone.
• Have defined workflows for lead qualification, routing or follow-ups.

Not a fit if you:

• Only need a lightweight voice demo, basic IVR or short-term experiment.
• Want a fully turnkey, real estate-specific tool with no configuration or workflow control.
• Don't plan to integrate voice agents into your CRM, data stack or operations.

2. Luron AI

Luron AI is best suited for teams that need 24/7 AI voice agents that never miss calls and qualify leads automatically. It supports multilingual conversations and keeps pacing tight across accents and speaking styles. The system handles inbound and outbound voice conversations in dozens of languages and automates bookings and follow-ups without human staffing.

Core Capabilities:

• Instant call answer & qualification: AI answers every call, gathers intent, and qualifies leads without hold times.
• Multilingual support: Handles AI conversations in 45+ languages to cover diverse lead sources.
• Inbound & outbound support: Manages both types of calls and can also run outbound follow-ups.
• SMS, chat & email automation: Extends voice agents to text and messaging channels for a unified engagement approach.
• CRM & integration options: Connects to existing phone systems via SIP trunking and can integrate with CRMs and ticket systems.

Best fit if you:

• Want 24/7 lead capture and qualification without adding staff.
• Need multilingual voice conversations for global or diverse markets.
• Expect to automate bookings, follow-ups and reminders on voice and messaging channels.
• Have a CRM or existing phone system you must integrate with.

Not a fit if you:

• Only need a simple inbound answering or IVR replacement without automation.
• Want a solution focused on voice only, with limited channel reach.
• Prefer fixed, transparent pricing tiers publicly listed.

3. Callers AI

Callers AI is a platform for automating customer conversations with human-like voice agents that handle both inbound & outbound calls and messaging channels, powered by your brand's data and tone. It's focused on scaling high-volume voice interactions while maintaining contextual continuity across channels in a single branded voice experience.

Core Capabilities:

• Omni-channel AI interactions: Voice agents run across phone, SMS, WhatsApp and chat from a central AI brain.
• Human-like voice calls: Agents answer and place calls in a natural conversational style.
• Lead workflows & use cases: Supports lead qualification, cold call automation, appointment confirmation, retention flows and more.
• 24/7 availability & language breadth: Designed to handle calls and messaging around the clock, in multiple languages.
• Context remembering: Conversations carry context across voice and messaging so follow-ups feel continuous.
• Integrations & automation: Connects to CRMs and tools (300+ integrations) so call outcomes can update your systems.

Best fit if you:

• Want both inbound and outbound AI calling with consistent, natural-tone responses across channels.
• Need an AI system that can qualify leads, confirm appointments and manage follow-ups automatically.
• Are scaling high call volumes 24/7.
• Prefer a central "brain" that keeps context across channels and workflows.

Not a fit if you:

• Only want a basic voice or outbound dialer with limited cross-channel logic.
• Need a tool focused exclusively on simple IVR or basic routing without AI conversation layers.
• Prefer a product you can set up and forget in minutes without upfront configuration or workflow definition.

4. SquadStack AI

SquadStack AI is best suited for teams that want AI-assisted sales and voice engagement workflows supported by configurable human-in-the-loop automation. It blends automated outreach and qualification with options to escalate to human agents where needed, helpful for revenue teams that are focused on pipeline speed.

Core Capabilities:

• Automated Lead Engagement: AI enabled workflows proactively contact prospects and qualify them using data-driven sequencing.
• Voice & Messaging Channels: Supports outbound dialing, ringless voicemail, SMS and multi-touch sequences.
• Human-in-the-Loop Escalation: Configurable handoffs to live agents when conversations need human judgment.
• Sales Workflow Automation: Built-in logic for lead routing, prioritization and follow-ups across channels.
• CRM Integration + Data Sync: Sync outcomes and engagement data back to CRMs like Salesforce, HubSpot, etc.

Best fit if you:

• Want inbound and outbound automated voice interactions with natural conversation flows and multilingual capability.
• Need AI that handles lead qualification, follow-ups and reminders as part of sales or customer engagement sequences.
• Are automating sales outreach and conversational workflows alongside voice calls.

Not a fit if you:

• Need an AI platform focused on low-latency, bespoke voice agent infrastructure tied tightly to your own telephony stack.
• Are building a multi-channel bot with CRM/telephony hooks and developer control from the ground up at scale.

5. Telgent

Telgent leans into MLS and portal context. It is best for businesses that want always-on voice AI calling with automated scheduling, intelligent call handling and quick setup. Its platform emphasizes immediate activation, seamless integration with existing phone systems and natural AI responses that handle calls, schedule meetings and engage customers day and night.

Core Capabilities:

• 24/7 AI voice calling agents: Always-on call automation that answers and routes customer calls at any hour.
• Lead engagement & scheduling: Automatically books appointments, meetings and showings based on natural language conversations.
• Inbound call handling: AI answers incoming inquiries, qualifies intent and routes prospects with minimal human intervention.
• Automated inquiry responses: Provides instant answers to property questions and responds to rental or sales leads.
• Integration with real estate systems: Works with Zillow, Realtor.com, MLS platforms, Follow Up Boss, kvCORE, BoomTown, Salesforce and HubSpot for CRM continuity.

Best fit if you:

• Need round-the-clock call handling that captures leads and books appointments without missing inquiries.
• Want your voice AI to integrate with core real estate tools and CRM systems so client details are synced automatically.
• Are focused on lead conversion and showing scheduling as part of your customer engagement workflows.

Not a fit if you:

• Only require basic outbound calling with simple scripts rather than inbound + scheduling automation.
• Expect a no-config, plug-and-play voice bot that requires zero setup or customization.
• Want a platform that handles only one channel (voice only) without extending into SMS/WhatsApp/chat automation.

6. AIOnCalls

AIOnCalls is positioned as a virtual receptionist that never misses calls or opportunities. Best for teams that want an always-on voice AI assistant that handles inbound and outbound calls around the clock, engages callers in natural language, qualifies leads, books appointments and updates CRM data.

Core Capabilities:

• 24/7 Inbound & Outbound Voice Handling: AI answers and places calls around the clock across all hours and holidays.
• Lead Qualification & Follow-Up Automation: Qualifies callers in real time and automates follow-ups via voice, SMS and email.
• Appointment Scheduling & Calendar Invites: Books appointments and sends confirmations during calls.
• CRM & Workflow Integrations: Integrates with CRMs like Zoho, HubSpot, GoHighLevel, Google Calendar for real-time lead syncing and activity logging.
• Multilingual Conversations: Supports multiple languages and can handle simultaneous call sessions.
• Live Agent Escalation: Transfers complex calls to human agents when needed.
• Real-Time Analytics & Transcriptions: Provides live call monitoring, transcripts, sentiment analysis and dashboards.

Best fit if you:

• Need an AI voice agent that never misses inbound calls and engages leads immediately, 24/7.
• Want automated lead qualification, booking and follow-ups in voice, SMS, and email without human staffing.
• Are integrating call outcomes and engagement data into CRM or calendar workflows.
• Operate in industries where speed-to-lead matters and missed calls are costly.

Not a fit if you:

• Only need simple IVR or on-premise call routing without conversational automation.
• Prefer a pure telephony or developer API platform without built-in AI conversational layers.
• Are looking for a voice agent with deep, specialized industry templates.

7. Brilo AI

Brilo AI is a business-focused AI phone and voice call agent platform that enables teams to automate real-time voice interactions across industries like real estate. It promises fast setup, natural human-like voice responses, 24/7 coverage, integration with business tools and built-in analytics, all without needing a technical team to get started.

Core Capabilities:

• 24/7 AI voice call agents: Always-on AI phone agents handle inbound calls and customer engagements at any hour.
• Human-like voice interactions: Conversational voice responses built to sound natural and engaging.
• Appointment booking & scheduling: Voice agents can book appointments with synced calendars and handle reminders.
• CRM and business integrations: Integrates with a broad range of business apps (6,000+ app connections claimed) to sync customer context and outcomes.
• Real-time analytics & insights: Live call transcripts, sentiment analysis, intent tracking and topic detection support actionable insights post-call.
• Lead qualification automation: Agents engage prospects, capture intent and route high-value leads in real time.

Best fit if you:

• Need 24/7 automated voice engagement that never misses inbound or high-volume calls for lead capture, scheduling or support.
• Need a platform that books appointments, manages follow-ups and drives customer engagement without manual management.
• Plan to integrate the voice agent with CRM, calendar tools and analytics pipelines to maintain context across systems.

Not a fit if you:

• Simply need a basic phone tree, IVR or traditional call routing system.
• Are focused solely on developer-centric API telephony without AI built in.
• Require industry-specific compliance guarantees (HIPAA, PCI, etc.) documented publicly.

8. VocalDesk

VocalDesk is an AI-enabled voice and contact automation platform that helps teams automate calling, lead follow-up, support interactions and scheduling. Its focus is on automated voice conversations and multi-channel engagement with CRM integration and configurable workflows that replace manual outreach tasks.

Core Capabilities:

• Automated Voice Conversations: Handles inbound and outbound calls using AI to engage, qualify, and route callers.
• AI-Driven Lead Qualification: Automated conversation flows that marks lead intent and priority.
• Appointment Booking & Reminders: Schedules meetings and sends reminders as part of automated flows.
• Multichannel Messaging: Engages customers across voice, text and messaging platforms.
• CRM & Workflow Sync: Connects with CRM systems and business tools to log interactions and maintain records.

Best fit if you:

• Want to automate call handling and lead follow-up without manual dialing.
• Need a solution that combines voice and messaging outreach with CRM context.
• Are focused on lead qualification and scheduling as part of broader sales engagement.

Not a fit if you:

• Only need basic call routing or IVR without AI handling.
• Require explicit developer control over telephony APIs.
• Rely on hard metrics like latency, concurrency limits or multi-region telephony SLAs.

9. Calldock

Calldock is an AI voice agent platform intended for instant lead engagement, automatic qualification and scheduling. Its system calls leads within seconds of form submission, conducts natural conversations and integrates with calendars and workflows to automate follow-ups and booking.

Core Capabilities:

• Instant lead callbacks: Calls website leads within ~60 seconds of a submission, boosting early engagement.
• Calendar booking: Agents can book appointments directly to your calendar during live calls.
• Multi-channel follow-up: Agents send SMS and email follow-ups as part of the call workflow.
• Seamless handoff & callbacks: You can trigger human handoffs in natural language and schedule intelligent callbacks.
• API, webhooks, & integration ecosystem: Support for APIs and pre-call webhooks lets you fetch context before calls and connect with Gmail, Google Calendar, Slack, Zapier and thousands more.
• Developer playground & documentation: Provides API documentation and code examples for triggered calls and automated workflows.

Best fit if you:

• Want immediate lead engagement that happens in seconds.
• Need voice agents that qualify, book and follow up automatically across voice, SMS and email.
• Plan to integrate voice engagements with calendar and business workflows.
• Need a voice agent that works with easy templates for common industries with minimal setup.
• Want a low-code or no-code setup that goes live with simple configuration.

Not a fit if you:

• Need proper inbound/outbound calling with API integration.
• Require deep telephony infrastructure control or enterprise telephony SLAs.
• Are building highly custom dialogue systems that need proprietary LLM tuning beyond the existing templates.

10. Ylopo

Ylopo is a digital marketing and lead gen platform built for the real estate industry. It combines lead capture, nurturing, AI voice calling, AI texting, branded websites and marketing automation into one system that integrates with CRMs and helps real estate teams generate and convert leads.

Core Capabilities:

• AI Voice Follow-Up: Automatically calls new and existing leads to qualify interest and connect them to agents.
• AI Text Conversations: Runs two-way SMS conversations to nurture leads until they're ready to talk.
• AI² Voice + Text System: Combines calling and texting into one coordinated follow-up engine.
• Automated Appointment Transfers: Delivers live transfers or booked appointments when leads are qualified.
• Lead Generation & Nurture: Includes PPC ads, remarketing and IDX websites to capture and feed leads into AI follow-up.
• CRM & Website Integration: Syncs AI conversations and lead activity with CRMs and branded real estate websites.

Best fit if you:

• Want lead capture with nurturing as a unified system rather than isolated voice interaction tools.
• Are a realtor or team that wants AI to automatically engage leads by text and phone, not just manage manual contacts.
• Need branded websites with IDX search and integrated lead capture feeding into automated follow-up.
• Plan to keep leads engaged over longer time horizons (e.g., 90-day voice follow-up).
• Value combined marketing + AI follow-up rather than a single channel (voice only).

Not a fit if you:

• Are looking for pure AI voice agent infrastructure like a telephony-first CPaaS platform.
• Need tools focused on enterprise-grade telephony performance, low-latency voice systems or custom telephony workflows.

What Matters Most in AI Voice Agents (Beyond the Basics)

1. Telephony Ownership vs. Vendor Stitching

Many AI voice tools rely on third-party telephony stitched together with AI layers. This often introduces latency, call drops and limited routing control at scale.

What to prioritize:

• Built-in telephony with direct carrier connectivity
• End-to-end control over call routing and quality
• Fewer external dependencies

Plivo runs on its own global CPaaS and carrier-grade telephony stack, removing third-party voice dependencies.

2. Real-Time Performance (Latency & Uptime)

Voice conversations break down quickly when responses lag or calls fail. Sub-second latency and high uptime aren't "nice to have"—they're mandatory.

What to validate:

• Sub-500ms voice response latency
• 99.99% uptime or better
• Real-time STT, TTS, and LLM orchestration

Plivo's vertically integrated Voice AI stack is designed for low-latency, real-time conversations on proven infrastructure.

3. Multi-Channel Context, Not Disconnected Bots

Leads move between calls, SMS, WhatsApp and chat. Treating each channel as a separate bot creates broken experiences and duplicate work.

What to look for:

• Shared context across voice and messaging
• Unified conversation history
• Seamless handoffs between channels

Plivo supports multi-channel agents that share context across phone, SMS, WhatsApp and chat from a single system.

4. Integration Depth (CRM, Calendars, Workflows)

Voice agents don't operate in isolation. Without deep integrations, they become another silo your team has to manage.

Prioritize platforms that:

• Read from and write to CRMs in real time
• Trigger workflows during live calls
• Integrate cleanly with calendars and support tools

Plivo integrates directly with CRMs and business systems, allowing agents to act on live data and update records automatically.

5. Built for Scale, Not Just Launch

Many tools work well for pilots but struggle under sustained call volume or multi-region deployment.

Ask:

• Can this run continuously without degradation?
• Are pricing and performance predictable as usage grows?
• Will this still work when channels or regions expand?

Plivo's AI agents are built on infrastructure that already powers enterprise-grade voice and messaging at global scale.

FAQs

What's the fastest way to go live without breaking existing operations?

Start with a single, contained flow like after-hours inbound calls or instant lead callbacks. Connect your phone numbers, CRM and calendar, define escalation rules and launch! You can expand coverage once live data validates the flow.

How do I ensure voice quality doesn't feel robotic or laggy?

Voice quality depends on latency and telephony control. Platforms with integrated telephony and real-time STT/TTS orchestration keep responses sub-second, which is critical for natural conversations that callers don't hang up on.

How does the agent stay accurate and compliant with real estate data?

The agent should pull from a restricted, curated knowledge source (MLS, IDX, listings) and operate within defined guardrails. When questions exceed scope like pricing nuance, legal terms, fair-housing-sensitive topics, it escalates to a human automatically.

What happens when call volume spikes or multiple leads call at once?

Calls don't fail—they should queue. High-intent conversations can be routed to live agents, while others are qualified, scheduled or followed up asynchronously. Every outcome is logged so nothing gets lost.

How does this fit into my CRM and follow-up workflows?

The agent reads live CRM data during calls and writes outcomes back automatically in the form of notes, disposition, next steps and booked appointments. Your team picks up conversations with full context instead of starting from scratch.

Try Plivo Free

Curious how an AI voice platform performs in your workflows, not just in theory? Plivo offers a free trial account with credits so you can experiment with voice, SMS, WhatsApp and chat services before committing. When you sign up, you get trial credits, can add a phone number and start testing features like real-time voice interactions and multi-channel engagement using APIs or visual tools like PHLO. This lets you validate performance, integrations, and call flows with your actual data—all without upfront cost.

Plivo's trial lets you test core capabilities immediately, making it easy to see how quickly you can build, launch, and refine agents that handle calls, qualify leads and update systems in real time.

Get started with your free trial now and begin building your first agent today.

1) Plivo — The fastest path to production-grade AI voice agents for customer support

A recent Gartner survey found that most customer service leaders plan to explore or pilot conversational GenAI in 2025—making a clear, near-term mandate to deliver something that works on the phone channel, not just in chat. That's your cue to build a reliable voice front door with an AI agent builder platform designed for voice-first, omnichannel experiences.

Why Plivo is #1

Plivo is the AI agent builder platform that lets you build your way. Whether you're a business leader who needs to launch fast or an engineering team building custom workflows, Plivo meets you where you are. Start with no-code tools that let non-technical teams deploy agents in hours. Go deeper with low-code orchestration for more control. Or build from scratch with full-code frameworks that integrate into your existing stack. You're never forced into a single way of working.

What it does for you

Plivo's Voice AI stack is modular by design. Want speed? Use the fully integrated platform—STT, LLM, TTS, and telephony—pre-configured and ready to go. Want control? Orchestrate your agents using code with Plivo's Agentic STT models and Telephony, alongside your preferred LLM providers. Want just the connectivity layer? Use audio streaming or SIP trunking and bring everything else yourself. You decide where Plivo ends and your stack begins.

Underlying it all is a reliable, carrier-grade telephony platform that scales for enterprises—global PSTN/SIP connectivity, number provisioning and porting, call routing with failover, recording with consent, and clean human handoff with full context into your CRM or help desk.

Segment-by-segment fit

If you're SMB, launch fast with no-code tools that let you deploy agents in hours, plus a simple dashboard and connectors for Shopify and Calendly. If you're mid-market, use low-code orchestration for more control, with a modular stack that lets you use what you need—swap in your preferred LLM, STT, or TTS. If you're enterprise, build with full-code frameworks that integrate into your existing stack, plus a modular Voice AI stack to pick-and-choose what you need, governance features (RBAC, audit transcripts, data residency), and contact center integration for high availability and reporting.

Start with Voice, go everywhere

Voice is the hardest channel to get right—and it's where Plivo leads. But the same flexible building experience extends to WhatsApp, SMS, RCS, and Chat. Build once, deploy across channels, and meet customers wherever they are.

Suitable for

• Fintech customer service: consent-first flows, secure keypad capture, dispute status, and callbacks.
• Healthcare scheduling: multilingual intake, appointment changes, escalations with a summarized handoff.
• Retail and logistics: order status, returns, delivery windows, and SMS/WhatsApp follow-ups.

No more choosing between a locked-in platform that's easy but limiting, or a DIY approach that's flexible but painful. Plivo gives you both—simplicity when you want it, depth when you need it.

Explore the Voice API, check pricing, review compliance, handle numbers & porting, browse case studies, or jump into the quickstart.

2) Google Dialogflow CX — Complex, branching flows without spaghetti

Key features

Dialogflow CX uses a flow-and-page model to capture state and branching, so you can manage multi-step intents like returns, warranty claims, and multi-factor verification without dozens of brittle intents. It supports voice and text and includes versioning, experiments, and test tools. For telephony, you can use partner gateways or SIP; for global reach, put Plivo at the edge and connect to CX.

Why it matters

Complicated support journeys need explicit state. CX gives you that structure. If your "Where's my order?" workflow forks based on identity checks, fulfillment method, and policy windows, you can keep logic readable and testable. CX also plays well with multilingual experiences and mixed initiative, so callers can change course mid-conversation.

Implementation steps

Start with a single high-volume journey and draw it as a CX flow. Add a fallback page with a short menu for noisy lines. Ground the bot in your knowledge base and order system, then add handoff rules. Put Plivo in front for numbers, routing, and recording consent, and pass summaries back to your ticketing system.

Suitable for

Teams with multiple brands or product lines, where branching grows quickly and consistency matters across regions.

3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own

Key features

Lex handles the speech and NLU for voice and text. Connect adds the contact-center fabric: routing, IVR, call recording, and agent desktop. It's a natural fit if your data and apps live in AWS and security prefers IAM-managed access. For global numbers or bring-your-own carrier control, front with Plivo and route into Connect.

Why it matters

Staying inside AWS accelerates procurement, security reviews, and monitoring. You can call Lambdas for tool use, search knowledge with Kendra, and use Connect metrics and contact flows your ops team already knows. That shortens time to value and concentrates governance in one place.

Implementation steps

Define one call flow in Connect (ID&V → status lookup → handoff). Build Lex intents from your top FAQs. Add Plivo for number management, routing, and failover. Send summaries back to your CRM or help desk. Keep a barge-in plan for noisy environments and a keypad fallback for payment flows.

Suitable for

IT-led programs where AWS standardization, auditability, and a single pane of glass for monitoring are priorities.

4) IBM Watson Assistant — Governance-first deployments in regulated industries

Key features

Watson Assistant supports omnichannel conversations with documented security and governance options, including deployment paths designed for regulated workloads. If your risk office leads the decision, IBM provides clear guidance on audit logging, data handling, and architectural choices. Add Plivo to handle PSTN/SIP, call consent prompts, and compliant recording policies.

Why it matters

Financial services and healthcare teams often need auditability from day one. When you need clear data-handling boundaries and deployment models that align with internal controls, IBM's documentation and support track help you pass reviews without months of back-and-forth.

Implementation steps

Map your data-classification rules to Watson's deployment options. Keep contact recordings and transcriptions in your approved storage. Use Plivo's routing and consent prompts to standardize intake across regions. Summarize calls into your case system for full traceability.

Suitable for

Organizations with heavy compliance needs, strict data residency, or formal audit trails for every customer interaction.

5) Cognigy.AI — IVR modernization with fine-grained voice control

Key features

Cognigy combines a visual designer with a voice gateway that supports streaming ASR, interruptibility, and transfer control. It integrates with multiple speech providers and enterprise systems like SAP and Salesforce. This lets you tune barge-in sensitivity, error handling, and handoff cues rather than living with a one-size-fits-all IVR.

Why it matters

If callers still hear a menu tree, you're wasting time and goodwill. Cognigy helps you replace rigid menus with natural conversations and graceful escalation. You keep the levers you need—timing, sensitivity, fallback prompts—so the agent feels human, not scripted.

Implementation steps

Start with the two intents that create the most queue time. Set barge-in thresholds conservatively and widen them after you test in live traffic. Put Plivo at the edge to manage numbers, recording policies, and failover. Send summaries with disposition tags to your CRM.

Suitable for

Enterprises with legacy IVRs, high call volumes, and a clear need to reduce effort without ripping out the contact-center core.

6) Salesforce Agentforce — CRM-native service automation where your team works

Key features

Agentforce brings AI agents into the Salesforce console and data model. Your service team stays in the view they know, while the agent handles common intents, drafts summaries, and routes cases. Add Plivo for calling so every phone interaction lands in Salesforce with the right context.

Why it matters

When everything you need to resolve an issue already lives in Salesforce, keeping the agent there shortens integration time and improves analytics. Supervisors can coach on the same dashboard and review case summaries, while admins maintain clear governance over data and automations.

Implementation steps

Pick one queue with repetitive calls. Tie identity checks to account data and warranties. Keep a "press 0 for a human" fallback and make sure the agent passes a clean summary with next steps. Use Plivo for the phone edge so call recordings and consent are consistent across regions.

Suitable for

Service teams that treat Salesforce as the system of record and want automation to feel native—not bolted on.

7) Zoom Virtual Agent for Phone — A 24/7 receptionist and concierge

Key features

Zoom's Virtual Agent for Phone handles greetings, routing, and the most common requests. You train it from existing docs and site content, then turn it on for after-hours or full-time reception. It's built for quick wins like appointment scheduling, store hours, and simple status checks with transfers when needed.

Why it matters

If reception lines clog your switchboard, a front-door voice agent can deflect simple questions without new headcount. As you add skills, you can expand from triage to completing tasks. For broader reach, connect Plivo to add global numbers and transactional notifications via SMS or WhatsApp.

Implementation steps

Start with greeting, business hours, and routing. Add appointment booking next. Keep live-agent transfers one click away. If you outgrow the PBX perimeter, bring Plivo in to manage numbers and cross-channel follow-ups.

Suitable for

Single-number switchboards, high-volume reception desks, and teams that need a quick, always-on front door.

8) Sierra — Enterprise "autonomous" agents with category momentum

Key features

Sierra focuses on enterprise-grade AI agents for customer service with an emphasis on agentic workflows. The leadership and market traction give executives confidence to back bigger bets. If you're evaluating multi-channel automation with rigorous SLAs, Sierra is a credible short-list option. Plug it into Plivo for reliable telephony, recording consent, and global routing.

Why it matters

Momentum reduces perceived risk. When you need cross-functional buy-in, a vendor that's already in enterprise production helps. You still need the phone edge right: numbers, routing, and failover that won't buckle under peaks.

Implementation steps

Define two end-to-end journeys (e.g., ID&V + order update; returns approval). Keep human handoff one step away and capture every call summary in your case system. Instrument containment and transfers, then iterate weekly.

Suitable for

Large teams planning multi-channel agents and looking for vendor accountability with clear deliverables and timelines.

9) Tidio (Lyro) — SMB eCommerce chat that pairs well with voice

Key features

Tidio blends live chat, an AI agent, and eCommerce integrations. It's a practical way to resolve repetitive questions, free up your team, and capture intent while buyers are on your site. Add Plivo for a simple order-status line and SMS/WhatsApp updates so customers get answers by phone as well as chat.

Why it matters

eCommerce teams need fast coverage more than complex architectures. You can start with FAQs, then add checkout and account questions. When phone calls spike—promos, holidays—route a basic voice flow through Plivo and keep your agent consistent across channels.

Implementation steps

Load your top FAQs and shipping policies, add a returns flow, and set clear handoff rules. For voice, route a single Plivo number to a lightweight agent that authenticates by order ID and ZIP code, then offers a callback option during peaks.

Suitable for

Lean teams that want to reduce repetitive chat volume now and add phone coverage without standing up a full contact center.

10) Robylon — Multi-channel AI agents focused on support teams

Key features

Robylon specializes in AI-driven customer support across voice, chat, email, and messaging. It integrates with help desks like Zendesk and Freshdesk, supports multiple languages, and offers analytics dashboards designed for service leaders. It's a pragmatic fit if your help desk is the hub of your operation.

Why it matters

You want human-like conversations that escalate cleanly. Robylon's positioning around support workflows means your ticketing, SLAs, and dispositions stay intact. For reliable calling, use Plivo for numbers, routing, and recording consent so your phone channel matches the quality of your chat channel.

Implementation steps

Start with account updates and appointment scheduling. Ground the agent in your help-desk knowledge base and macros. Track resolution time and transfer reasons; refine weekly.

Suitable for

Mid-market support teams who want a focused system that plugs into existing help-desk processes and expands to voice without heavy lifting.

How to run a safe, high-signal pilot in 30 days

Define success first

Pick three metrics: containment, transfer rate, and average resolution time. Write a one-line target for each and a go/no-go threshold. Everyone should know what "good" looks like before you take your first call.

Start with narrow, high-volume intents

"Where's my order?", appointment changes, returns, account updates. These are predictable, frequent, and measurable. Script your handoff sentence so agents never start from zero.

Build the right guardrails

Add a consent prompt, a keypad fallback for sensitive inputs, and a short backup menu for noisy environments. Keep the escalations simple: one route for billing, one for everything else.

Ground every answer

Connect the agent to your CRM/help desk and knowledge base. If the answer doesn't exist in your source of truth, escalate. Summarize every call into the ticket with disposition and next steps.

Iterate weekly

Review 20 call transcripts together. Fix the top three friction points. Update prompts and knowledge. Ship changes. Repeat.

FAQ

What's the fastest way to launch a voice agent without changing my stack?

Keep your telephony and routing on Plivo, connect your preferred conversation engine, and ground it in your CRM/help desk and knowledge base. Start with one number, one intent, and a simple fallback.

How should I measure success in the first 30 days?

Track containment, transfer rate, and resolution time. Listen for barge-in moments and interruptions—they reveal prompt and timing issues that you can fix quickly.

How do I implement consent, recording, and PCI/PHI safely?

Play a clear consent prompt before any recording. Use keypad input for payments or sensitive data. Store recordings and transcripts in approved systems and keep audit logs.

When is Dialogflow CX better than Lex, IBM, or Cognigy?

Choose CX for complex branching flows and multilingual journeys; Lex when your team standardizes on AWS; IBM when governance and deployment control are paramount; Cognigy when you're modernizing IVR with fine-grained voice settings.

How do I handle accents, noise, and barge-in in production?

Use a robust ASR, tune your barge-in sensitivity, and keep a keypad fallback. Test in noisy environments and shorten prompts. Summaries help human agents pick up without asking callers to repeat themselves.

Conclusion: Build the voice edge once, then scale what works

A measured result to anchor ROI. McKinsey reported that, at one company with thousands of agents, applying generative AI raised issue resolution and lowered handling time—small percentage gains that compound into real savings at scale. That's the kind of lift your leadership expects—and the reason to start with a focused pilot that moves one metric.

Bring your "brain" of choice, but keep the phone edge on Plivo so every call connects, every consent is captured, and every handoff carries context. Define three KPIs, pick one journey, and go live with a human fallback. Review transcripts weekly, then scale to the next two intents.

Ready to hear what real-time voice feels like? Build your agent or talk to an expert today.

Longer wait times, high call volumes, and language barriers in call centers often frustrate customers. Complex interactive voice response (IVR) menus only add to the problem, leading to customer dissatisfaction. That’s why companies are adopting smarter self-service solutions like artificial intelligence (AI) voice agents. In fact, experts predict the voice bot market will reach $98.2 billion by 2027, showing a clear trend toward smarter solutions to improving customer experience.

AI voice agents technology combines Natural Language Processing (NLP), machine learning, and voice recognition to transform customer interactions. It provides quicker, more efficient service and improves the overall customer experience.

In this guide, we'll explore what AI voice agents are, their key features, practical use cases, and tips on how to implement a voice agent in your business.

What is an AI voice agent?

An AI voice agent is a two-way conversational tool that communicates with the customer. It automates inbound and outbound calls without human intervention and transfers calls to a human agent when needed.

The biggest advantage? Callers can navigate an IVR by speaking naturally, without listening to long, complex menus or pressing numbers on a keypad.

Popular AI voice agent examples include Apple's Siri, Google Assistant, and Amazon's Alexa. These tools simplify interactions, provide instant answers, and automate tasks. In contrast, advanced bots like IBM’s Watson Assistant and Microsoft’s Cortana handle customer support, sales inquiries, and internal communications.

Types of AI voice agents

Here’s a breakdown of the four main types of AI voice agents and how they can benefit your business:

Rule-based AI voice agent

Rule-based voice agent use predefined sets of questions and rules to offer answers or perform tasks. Such voice agents handle routine tasks and customer FAQs. They answer all queries that fall under the if-this-then-that logic.

For example, an e-commerce site using a bot to guide customers in checking their order status or a banking site handling routine inquiries like balance checks, bill payments, transaction histories, etc.

AI-assisted voice agent

AI-assisted voice agents use machine learning and natural language to interpret conversations so they can analyze the context and grasp what the speaker means. This makes them far more capable and user-friendly than the conventional, rule-based voice agents.

Let’s suppose a user asks Alexa, 'What's the weather tomorrow?' and then follows up with, 'How about next week?' it remembers the context. This adaptability means customers don’t have to repeat themselves, creating a more contextual customer experience.

Conversational AI voice agent

Conversational voice agents make conversations using natural language. They’re more nuanced than AI-assisted voice agents as they can handle complex conversations using everyday language to create more personalized interactions.

Google Duplex, and IBM Watson Assistant, are examples of conversational voice agents. They can make phone calls, make reservations, and handle natural conversations with a human-like tone.

Voice-activated voice agent

These bots use voice commands to answer practical questions and perform routine tasks. They are more flexible than personal voice agents that adapt to speakers and perform customized tasks.

Such bots serve as digital assistants to AI-assisted bots like Siri.

How does an AI voice agent improve customer engagement?

A customer calling your sales team wants to feel valued and understood. An AI voice agent does that. It puts the customer at the center, creating a better experience and driving business benefits as a result. Let’s understand it with a few use cases. 

Use case: Get a quick update on order status, 24/7

Assuming the AI voice agent is integrated into your CRM, it greets the customer by name. Instead of navigating through a branched IVR to get their order status, the customer can simply say ‘order status’ and the voice bot pulls out the order details from the CRM and gives the user a real-time update within seconds.

Sheraz Ali, the Founder of HARO Links Builder states that their voice agent managed over 30% of customer interactions in one of their company projects and drastically reduced wait times.

“It also improved our response efficiency and led to a 20% increase in customer satisfaction scores and a reduction in operational costs within three months.” 

Benefits:

• Decreased waiting time.
• Limited IVR menu navigation.
• No human intervention is required.
• Quick response times.
• Reduced business costs.
• Tangible increase in customer satisfaction.

Use case: Improve language learning for students 

A language learning platform uses a voice agent to provide real-time translations and personalized tutoring. So the voice agent instantly supports students in any subject by translating and clarifying complex terms in their preferred language.

Benefits:

• Reduced requirement for multilingual staff.
• Increases inclusivity as the bot answers in the user’s preferred language.
• Language barriers are removed.

Use case: Improve patient outcomes in healthcare

It's easy to miss appointments or forget to deliver prescriptions to the patient’s home timely. A healthcare service can employ a voice agent to deliver personalized care and offer preliminary health assessments, medication reminders, and easy appointment scheduling, all according to the individual patient's needs.

Benefits: 

• Saves time by streamlining appointment bookings.
• Ensures medication adherence with timely reminders.
• Reduces workload for healthcare providers with automated support.

Use case: Streamline routine financial services 

Once integrated with the banking system, the voice agent automates routine financial tasks, provides instant account information, processes transactions, and delivers personalized financial advice around the clock.

Benefits:

• 24/7 access to financial services without wait times.
• Improves customer experience with quick, accurate responses.
• Automates routine tasks, freeing up staff for complex queries.
• Provides personalized advice to improve financial decision-making.

Use case: Get personal shopping assistance  

An e-commerce platform can use a voice agent to assist customers with product selection, provide personalized recommendations, and automate the sales process from start to finish.

Benefits:

• Delivers a personalized shopping experience 24/7.
• Boosts sales with customized recommendations.
• Reduces cart abandonment by guiding customers to checkout.
• Improves customer satisfaction with fast, accurate service.

Features of an AI voice agent

To understand why voice agents are so effective, let’s look at the key features that improve the overall customer service experience while streamlining business operations.

The best voice agents for businesses come equipped with:

Natural language understanding (NLU)

An AI voice agent understands user queries by converting speech into text using AI and NLP. It then forms an appropriate response and converts it back into speech using text-to-speech (TTS) technology. This ability to understand and respond in natural, conversational language sets AI voice agents apart from traditional IVR systems, which rely on rigid, menu-based responses.

Personalization capabilities

Customers want quick, personalized responses to their queries, unlike complex IVR systems that frustrate them with lengthy menus. An AI voice agent offers contextual conversations, adapting to the user’s intent. It detects speech cues, skips irrelevant interactions, and also transfers calls to the right agent.

Hence, when comparing voice agents to IVRs, the bot's ability to offer personalized interactions like a human outshines communication systems that follow even the best IVR practices.

Multi-language support

AI voice agents break down language barriers, supporting multiple languages to provide a more inclusive and accessible customer experience. Businesses can easily connect with diverse customer bases across the globe.

For instance, Plivo supports speech recognition in 27 languages and their regional variants. 

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Integration with other platforms and services

AI voice agents easily integrate with platforms like customer relationship management (CRM) systems, Enterprise resource planning (ERP) tools, and ticketing software. They access and update customer data in real time to ensure accuracy.

These bots also pull relevant details, automate follow-up actions, and sync with communication channels like email or chat. This creates a personalized and consistent customer experience across all touchpoints.

Benefits of voice agents

Let’s now look at the benefits of AI voice agents.  

Enhanced user experience

Many businesses have concerns over the quality of a voice agent for customer service. However, a voice agent answers queries quickly regardless of the time of the day. Speedy, reliable answers are important to providing excellent service, making voice agents an invaluable tool for businesses looking to improve customer satisfaction.

Additionally, businesses can:

• Handle routine queries and common tasks faster than human agents.
• Remove the need for users to navigate complex IVR menus.
• Manage high-volume calls without errors.

Better cost efficiency

An AI voice agent doesn’t just save time, it also saves money. It boosts user satisfaction and reduces support times by automating repetitive queries. This frees up staff for higher-value tasks, and interacting with customers after hours has improved lead conversion.

The direct benefits to businesses are:

• Reduces the need for a larger customer support team.
• Allows human agents to focus on complex, high-value inquiries.
• Engages users outside business hours to boost marketing return on investment (ROI).
• Lowers training costs and minimizes the risk of providing incorrect information.

Accessibility for users with disabilities

With over one billion people living with disabilities worldwide, voice agents make services more inclusive. They enable hands-free, accessible interactions, allowing customers with visual, motor, or cognitive impairments to engage with the business easily. This not only improves customer satisfaction but also broadens the company’s reach to a more diverse audience.

Data collection and analysis for improved services

Voice agents don’t just serve customers — they also gather insights. Use this data to analyze data and improve services, personalize marketing efforts, and make more informed business decisions.

24/7 availability

Unlike human agents, voice agents are always accessible. They ensure customers get help whenever they need it, contributing to a more consistent and reliable customer experience.

Future of AI voice technology

As IBM's data engineer, Chris Hay puts it, "We're entering an era where every mom-and-pop shop can have the same level of customer service as an enterprise." This statement captures the transformative potential of voice recognition technology.

AI voice chat applications benefit businesses of all sizes by delivering top-tier customer experiences. Tech giants are already paving the way. Microsoft has updated its Copilot AI with advanced voice capabilities, allowing it to handle complex queries with natural language reasoning, while Meta has introduced voice AI to its messaging apps.

AI voice assistants will move beyond smartphones, integrating into wearable devices like the recently unveiled Meta Orion augmented reality glasses. For businesses handling sensitive client relationships, this could mean smarter, empathetic bots that mirror the tone and approach of a human assistant.

Key upcoming trends:

• Hyper-personalization: Customized voices and targeted recommendations.
• Advanced problem-solving: Managing complex queries using natural language.
• Real-time analytics: Analyzing customer tone for deeper insights.

Yet, challenges remain. Arvind Rongala, the founder of a skill-management solution provider, shares, “There are still issues, especially with data privacy and ensuring interactions are human-like. In addition to resolving problems with bias in training data and regulatory compliance, businesses must strike a balance between automation and personalization. For example, adhering to GDPR regarding the storage of voice data can be challenging, but doing so is essential to fostering trust.”

Ultimately, businesses need to prioritize data security, explore multi-device integration options, and develop stronger contextual understanding for natural interactions.

Launch an AI voice agent with Plivo

Any scaling business needs a voice agent that's easy to integrate, globally accessible, and cost-effective without sacrificing quality.

Plivo checks all these boxes, offering seamless integration, seven global points of presence for low-latency interactions, and competitive rates starting at just $0.0040 per minute. It's ideal for businesses willing to scale while keeping operational costs in check.

In fact, Plivo can reduce operational costs by up to 40%.

Moreover, its commitment to reliability is backed by a 99.99% uptime guarantee, with failover capabilities that switch within two seconds if any disruptions occur.

You can launch voice agents with Plivo using just a few lines of code.

• Log in to your OpenAI Account: Secure your API key and RealTime API access.
• Log in to your Plivo Account: Sign up and get a voice-enabled number.

With integration options for leading speech-to-text (STT) and TTS providers like Deepgram and ElevenLabs, you can launch AI voice agents in multiple regions, including India, using local numbers.

Use Plivo-powered voice agents for: 

• Personal shopping assistance: Offer personalized recommendations, go through product selections, and close sales. 
• Healthcare automation: Improve patient outcomes with medication reminders, and appointment scheduling, and offer preliminary health assessments.
• Inclusivity in education: Break language barriers in learning with real-time translations and personalized tutoring across multiple subjects.
• Routine financial services automation: Provide instant account information, personalized financial advice, transaction processing status, etc. to customers.

With a 24/7 AI voice agent, your business can handle these tasks around the clock, ensuring that customers are never left waiting. Want to improve customer experience with Plivo? Contact us today.

SMS marketing works, but let’s be honest: it feels a bit outdated compared to modern apps.

But what if you could send rich, interactive messages with branded content, images, buttons, and carousels straight to your customers’ native messaging apps?

Rich communication services (RCS) makes that possible.

If you’re ready to explore how RCS marketing can transform your engagement strategy, this guide will walk you through everything you need to know. Let’s get started.

What is RCS marketing? 

RCS marketing uses rich communication services to send interactive, branded messages through a customer’s default messaging app. It’s a modern upgrade to SMS that lets businesses share images, buttons, carousels, and more — all without needing third-party apps.

A user on Reddit summed up this perfectly:

RCS lets you send messages that are visually branded with logos and colors while remaining interactive. This turns static updates into an app-like experience inside a message.

This shift is part of a broader industry move, led by Google and backed by major mobile carriers, to upgrade messaging infrastructure and make RCS the default standard on Android devices.

As support continues to grow, businesses are adopting RCS as part of their customer engagement strategy. Platforms like Plivo make that adoption easier with a reliable, enterprise-grade gateway to deliver rich, reliable RCS campaigns at scale.

RCS vs. SMS marketing: A quick comparison

Marketers today are looking for ways to deliver more interactive and visual communication, and RCS is clearly leading the way.

While SMS still works well for simple alerts, it lacks the creativity and engagement that RCS marketing offers.

Let’s take a quick look at RCS vs. SMS marketing.

4 key benefits of RCS marketing

RCS marketing makes messaging feel more natural for both you and your customers. And since you can see what’s working and what’s not, it’s easier to pivot your strategy and get better results.

Here are its four key benefits.

1. Improved user interaction

One of the biggest advantages of RCS marketing is how seamless it makes the experience for your customers. Instead of typing out replies or clicking a link to open a website, users can just tap a button right inside the message.

Want them to book a demo, check order status, or browse products? It’s all possible with just a tap.

Fewer steps mean less effort, and that leads to more people following through. In fact, individuals spend up to 37 seconds engaging with RCS messages, which is a lot longer than most other types of mobile messaging.

That extra time and interaction can make all the difference when you’re trying to convert interest into action.

2. Consistent brand experience

RCS marketing doesn’t just tell people who you are — it shows them.

Verified business profiles help people know they’re getting messages from the real brand. Every message shows your brand’s logo, name, colors, and a checkmark. These small details make it clear that the message is coming from a genuine source.

This consistency matters because 88% of people are more likely to buy from a brand they trust.

3. In-depth analytics

With RCS marketing, you can track open rates, button clicks, and how people interact with each part of your message.

You get clear visibility into what’s working and where users are dropping off. 

This makes it much easier to measure the return on investment (ROI) and fine-tune your campaigns. The more you understand how people engage, the better you can shape your messaging for results.

4. Higher conversion potential

RCS marketing makes it easier for customers to take action — whether that’s browsing products, booking a service, or making a purchase — all within the message itself.

With fewer clicks and no need to switch apps, the path to conversion feels effortless. And when it’s that easy, more people follow through.

For example, EaseMyTrip used RCS to run a post-COVID travel survey. They added quick-tap answer options and followed up with a thank-you coupon. The campaign saw a 4x higher click-through rate than email, 10x more survey completions, and a 2.7% increase in conversion rate.

5 major use cases of RCS marketing

Here are five major use cases showing how brands are using RCS marketing effectively.

1. Product promotions

RCS makes product promotions feel more like browsing a store than reading a message. Brands can send image carousels that customers can swipe through to explore new arrivals, check product details, and see what’s available without leaving their messaging app.

2. Abandoned cart reminders

The average cart abandonment rate is over 70%, which means most shoppers never make it to the finish line. RCS marketing can help bring them back by making the reminder more engaging and easier to act on.

You can send a message that shows exactly what they left behind, along with a clear button to complete the purchase. It’s visual, straightforward, and the entire experience stays within their messaging app.

3. Appointment confirmations and reminders

A PhD thesis from Manchester Metropolitan University found that forgetfulness is the most common reason people skip their appointments.

RCS makes it easier for both businesses and customers to stay on the same page. You can send a message that shows the appointment details along with a simple calendar view. Add buttons to confirm, reschedule, or cancel — all within the chat.

4. Customer surveys and feedback

Getting feedback is important, but most customers lack the time or patience to complete lengthy forms. RCS marketing makes it easier by allowing brands to ask short, targeted questions and receive quick responses.

Plus, the rich features of RCS let you include images, ratings, or multiple-choice options, making feedback feel more like a conversation.

5. Customer support follow-ups

After a support request is resolved, following up shows customers you care and helps close the loop on their experience. But if the follow-up message gets buried in an email inbox or goes unnoticed, that opportunity to connect is lost.

With RCS marketing, you can send a quick message to check if everything’s working fine. You can include helpful buttons like “Change Password,” “Manage Account,” or “Talk to Support.”

RCS marketing myths and realities

Despite RCS marketing’s growing adoption and proven results, some common misconceptions still hold businesses back from trying it. Let’s look at a few of the biggest myths and what’s actually true.

Myth 1: RCS marketing is too expensive

At first glance, RCS business messaging can seem like a pricey upgrade. Rich visuals, tap-to-action buttons, and branded layouts look premium, so it’s easy to assume they come with a hefty cost.

But cost alone doesn’t tell the full story.

What you get in return matters more. RCS drives significantly stronger engagement with higher click-through rates, increased interactions, and better overall outcomes.

Take Club Comex, the loyalty program of North American paint brand Comex. They sent two rich and interactive RCS campaigns to their members and saw a 10x higher click-through rate, which helped increase revenue by 115%.

That’s the value side of the equation. Better targeting and richer content mean more people click, engage, and convert.

Myth 2: RCS marketing doesn’t reach enough users to be worth it

This concern made sense in the early days of RCS, when adoption was still catching up. But the landscape looks very different now.

In June 2024, the 12-month growth of RCS users reached 36.3%, showing faster uptake than other messaging channels. More Android devices support RCS by default, and it’s being rolled out across more networks globally. Even Apple has announced support, which means RCS is on track to reach a massive number of smartphone users worldwide.

With that kind of growth and widespread support, the hesitation around RCS is starting to fade. Brands can confidently invest in RCS marketing knowing it will connect with more customers than ever before.

Myth 3: RCS gets treated like spam and ends up ignored just like emails

Unlike email, RCS messages appear directly in the user’s primary messaging app alongside personal conversations. They include rich media and interactive elements, making them more engaging and less likely to be ignored.

This creates a more natural, conversational experience that drives higher open and response rates than traditional marketing channels.

Why choose Plivo for your RCS marketing needs

With RCS, you can turn simple messages into rich, branded conversations that feel more like chatting than broadcasting.

Plivo gives you the tools to make that shift without the hassle. From verified messaging to smart automation, everything works together to help you connect better and respond faster.

When combined with AI Agents and a unified customer data platform, RCS becomes more than just messaging. You can deliver personalized experiences at scale, automate everyday interactions, and keep conversations flowing without lifting a finger.

Here’s what you get with Plivo’s RCS API:

• Real-time personalization: AI Agents tailor conversations using customer profiles and behavior triggers to improve engagement and conversions.
• Multi-channel fallback: If RCS isn’t supported, messages automatically switch to SMS to ensure delivery and maintain consistent communication.
• Conversational automation: AI Agents handle FAQs, process orders, schedule deliveries, and route complex queries within RCS.
• All-in-one messaging platform: Manage RCS, SMS, WhatsApp, Voice, and more from a single dashboard.
• Reliable performance: 99.99% uptime and global infrastructure keep your campaigns running smoothly.

With Plivo’s no-code tools, you can quickly launch AI-powered RCS messaging across channels and deliver a consistent customer experience from day one.

See how you can launch your first RCS marketing campaign with Plivo by requesting a demo today!

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Your customers are on WhatsApp but are your agents?

If you’re still relying on manual replies, scripted chatbots, or email follow-ups, you’re leaving response time and revenue on the table.

The smarter path? AI-powered WhatsApp agents. They’re full-service, no-code agents that can resolve issues, qualify leads, and send personalized offers 24/7.

In this guide, we’ll walk you through WhatsApp agent setup using Plivo and understand how these agents help you automate conversations that convert.

What is a WhatsApp AI agent?

A WhatsApp AI agent is an automation designed to operate over the WhatsApp Business API. Unlike scripted bots, agents are built to understand intent, pull in context from your internal systems, and complete business tasks like answering account-specific questions or initiating transactions.

Plivo’s WhatsApp AI agents can be trained to use your brand voice, integrated with your CRM or helpdesk, and customized to handle specific use cases, such as subscription renewals, cart recovery, refund processing, or customer onboarding.

They are accessible through a no-code interface and support a multilingual, omnichannel customer experience across WhatsApp, SMS, RCS, and voice.

What you need before setting up your agent

To go live with a WhatsApp agent, you need:

• A verified Meta Business Account
• An active WhatsApp Business Account (WABA) tied to a phone number
• Pre-approved message templates for outbound communication
• WhatsApp Business API access through a business solution provider (BSP) (Plivo offers this natively)
• A platform to design, train, and manage agents (Plivo Agent Studio)

Also read: How to Create WhatsApp Message Templates: A Complete Guide

Optional but recommended integrations:

• CRM (like Salesforce, HubSpot, or Zoho)
• Helpdesk (like Zendesk or Freshdesk)
• E-commerce or billing tools (Shopify, Stripe, etc.)

Step-by-step: How to set up a WhatsApp agent with Plivo

Follow this step-by-step guide for a smooth WhatsApp agent setup with Plivo.

Step #1: Choose your primary use case and define agent scope

Don’t build a generic bot. Start with why you’re automating. This could be handling support queries, sending order updates, re-engaging inactive customers, or managing subscription renewals.

Plivo provides a library of prebuilt AI agents for common use cases like cart recovery, lead qualification, appointment reminders, and product recommendations. You can choose to use one as-is or customize it to fit your business process. Each agent is compatible with WhatsApp and designed to operate across channels as needed.

Step #2: Build the agent using Plivo’s no-code platform

Since your API access is already set up, you can begin building your agent in Plivo’s Agent Studio. This is a visual, drag-and-drop builder where you create conversation flows using blocks that represent actions, responses, conditions, and triggers.

You can structure your flow to respond to specific keywords, match customer intent, route inquiries to different departments, or escalate to a live agent when needed. Each step in the journey can include media-rich responses like buttons, product carousels, quick replies, and file attachments.

Beyond logic design, you can also configure fallback rules for when the agent is unsure, and add human handoff conditions to ensure escalations happen smoothly with full context transferred to the live agent.

This step allows you to fully customize the agent’s tone, workflow, and logic to reflect how your brand communicates.4

Step #3: Train your agent with AI

Plivo supports integration with internal systems like your CRM, order management platform, inventory tools, or helpdesk. This means your agent can access real-time customer data, past orders, preferences, and policies to deliver personalized responses.

You can also connect your knowledge base, including FAQs, SOPs, product documentation, or policy articles. These resources train the agent to respond accurately and contextually, without needing scripted answers.

For natural language understanding, Plivo gives you the flexibility to choose the AI model that powers your agent.

Step #4: Test, launch, and monitor your agent

Once your flow is built and trained, run controlled tests:

• Check for flow accuracy and intent matching
• Review how it handles incomplete or unclear inputs
• Test human handoff and see if the agent transfers the full context

Plivo’s real-time dashboard lets you:

• Monitor delivery, engagement, and satisfaction metrics
• Track where users drop off in conversations
• Identify areas to improve agent logic or content
• Compare campaign and agent performance across channels

After launch, your agent keeps learning. As more customers interact, you’ll gather insight to improve how it responds or what paths it offers.

Plivo is purpose-built for WhatsApp AI agent deployment

Plivo’s platform is designed to help you move from idea to live AI-powered engagement without requiring engineering support or external consultants. When you use Plivo for WhatsApp agent setup, you get:

• Access to prebuilt agents for sales, support, and engagement
• Intuitive no-code builder (Agent Studio) that puts you in control
• Deep integration with your business systems for real-time, contextual replies
• Support for the best LLMs on the market, so your agent is trained with intelligence
• Built-in compliance with WhatsApp’s policies and global data laws
• Unified interface to manage messaging across WhatsApp, SMS, RCS, and Voice
• Enterprise-grade infrastructure with 99.99% uptime and expert onboarding support

Automate outcomes with WhatsApp agent setup in Plivo

Smart WhatsApp automation starts with smart setup. With Plivo's no-code platform, you can automate customer conversations, boost sales, and scale support — all without a development team.

Plivo offers the tools to build agents that reflect your brand, the infrastructure to scale securely, and the intelligence to adapt with your customer needs.

Whether you're trying to cut support wait times, recover abandoned carts, or drive upsells through personalized outreach, a well-built WhatsApp agent can make it happen, and Plivo makes it achievable.

Ready to get started? Request a free trial today!

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Remember when WhatsApp was just a simple messaging app? Launched in 2009, it was a tool for friends and family to stay in touch. 

Fast-forward to today, and WhatsApp has become a global powerhouse with over 3 billion monthly active users. Businesses worldwide leverage WhatsApp to connect with customers, share updates, and provide support.

Many businesses struggle to keep up with the growing volume of customer messages on WhatsApp. Manually handling inquiries, sending updates, or following up on leads can quickly become overwhelming and inefficient. 

This is where WhatsApp automation steps in.

By automating repetitive messaging tasks, businesses can reduce manual workload, respond faster, and deliver more personalized, timely communication. 

In this article, we'll explore what WhatsApp automation is, why it's essential for modern businesses, and how you can implement it to improve customer engagement and operational workflows.

What is WhatsApp automation?

WhatsApp automation is the use of technology to automatically send and manage messages on the platform, especially for business and customer engagement purposes.

It doesn’t require human intervention for every interaction. As a result, businesses can handle customer inquiries, deliver updates, and engage with prospects efficiently.

With WhatsApp business automation, you can:

• Auto-respond to FAQs and reduce ticket volume.
• Reduce customer support load with proactive messaging.
• Route complex support queries to live agents only when needed.
• Send order confirmations and delivery updates automatically.
• Share return instructions based on customer actions.
• Run re-engagement campaigns with smart timing.
• Integrate with Shopify, Magento, and more for real-time updates.
• Trigger workflows from CRMs or e-commerce platforms.
• Keep messaging compliant with auto opt-outs and logs.

Here’s a breakdown of the three main types of automated messaging on WhatsApp:

Key benefits of WhatsApp automation

By automating routine tasks, WhatsApp can help your business stay responsive and consistent across customer touchpoints. Here’s how it can benefit your business:

Reduce manual workloads and response times

When you automate WhatsApp interactions, every department, from marketing to customer service, runs more smoothly.

By automating routine tasks like order updates, FAQs, and customer inquiries, businesses can significantly reduce the manual effort required.

This means your team spends less time on repetitive tasks and more time focusing on high-priority interactions.

Increases the scalability of customer interactions

As your business grows, the number of customer interactions increases. Automation allows you to scale communication efforts without hiring additional staff or losing the personal touch.

Whether you're dealing with 50 or 5,000 customers, automated responses ensure that each inquiry is handled swiftly and consistently.

Enhances customer experience through personalization

Automated WhatsApp messages can be personalized based on customer data, creating a more relevant and tailored experience.

From addressing customers by name to offering product recommendations based on past purchases, personalization makes customers feel valued. This leads to higher engagement rates and improved loyalty.

Cost-effectiveness compared to manual processes

WhatsApp automation eliminates the need for large customer support teams and reduces the time spent on repetitive tasks.

This saves on operational costs and also leads to a more efficient allocation of resources.

5  popular use cases of WhatsApp automation across industries

Businesses everywhere are finding new ways to use WhatsApp automation. Here are five popular examples:

1. Customer support

Automating common FAQs and routine inquiries on WhatsApp helps customers get instant answers anytime. This reduces the number of tickets support teams have to handle, letting them focus on more complex problems.

2. E-commerce operations

Order confirmations, shipping updates, and delivery notifications keep customers informed every step of the way. Automating returns and collecting feedback via WhatsApp speeds up these processes and improves customer satisfaction.

3.Marketing and lead nurturing

Automated lead follow-ups ensure timely, consistent engagement with prospects, boosting conversion chances. Also, you can use personalized re-engagement campaigns to help bring back inactive customers with offers or updates tailored to their interests.

4.Event management and invitations

Automated WhatsApp invites, updates, and follow-ups keep your audience informed and engaged, boosting the attendance rate. This helps you stay connected and make every event a success.

5.Appointment scheduling and reminders

Timely reminders help customers remember appointments, reducing cancellations and improving the overall experience. Automation makes scheduling easier and more efficient for both businesses and customers.

Step-by-step guide to implement WhatsApp automation for your business

To successfully implement WhatsApp automation, follow these key steps that cover planning, setup, and optimization. 

Step 1: Define your use cases and goals

Start by identifying which business functions, such as order updates, customer support, or lead follow-ups, will benefit most from automation.

Set clear, measurable goals like: 

• Reducing response times 
• Lowering manual workload 
• Boosting customer engagement 

This will guide your automation strategy and help you track success.

Also, ensure compliance from the start. WhatsApp requires businesses to obtain explicit customer opt-in before sending messages. To stay compliant:

• Use clear, transparent language when requesting consent.
• Collect opt-ins through channels like website forms, checkout flows, or click-to-chat ads.
• Log and manage consent within your systems for audit readiness.

Data privacy and compliance are essential for building trust and maintaining long-term customer relationships.

Step 2: Choose the right WhatsApp business API provider

Select a platform that fits your specific needs. Look for features like:

• Robust CRM integrations
• Audience segmentation
• Flexible automation workflows

These capabilities simplify your communication and scale your efforts efficiently.

Make segmentation a priority, use tagging and grouping strategies to target the right customers with the right messages. 

With smart tagging and grouping, you can:

• Deliver personalized messages
• Engage the right people at the right time
• Improve conversion and retention

Step 3: Set up your WhatsApp business account

You must set up a verified WhatsApp Business account to use WhatsApp for automated messaging. This includes:

• Registering your business name and details.
• Verifying a dedicated phone number.
• Getting approval from Meta to use the WhatsApp Business API.

This ensures that your business is recognized as a legitimate sender.

Your WhatsApp API provider will typically assist with onboarding, including submitting documentation and setting up the technical aspects. 

Some platforms also offer pre-built tools to help you manage mobile number registration, display name approval, and message template submissions.

Step 4: Create and submit message templates

Start by designing message templates for everyday customer interactions, such as:

• Promotional messages (e.g., limited-time offers)
• Transactional updates (e.g., order confirmations, delivery alerts)
• Support messages (e.g., ticket updates or issue resolution)

Each template must follow WhatsApp’s formatting and content policies.

Once your templates are ready, submit them through your WhatsApp API provider for Meta’s approval. Only approved templates can be used for proactive messaging.

Step 5: Build automation workflows

Now that your account and templates are ready, it’s time to connect WhatsApp with the rest of your tech stack. Integrate with:

• CRM systems (to access customer data)
• Support tools (for query management)
• E-commerce platforms (to track orders and actions)

Use event-based triggers, like a new order, a cart abandonment, or a support ticket, to automatically send relevant messages.

Additionally, plan for human fallback. Automation can’t handle everything. Build intelligent workflows that escalate to a human agent when:

• A customer requests help
• The query is too complex
• Sentiment detection flags a negative experience

This keeps your support experience smooth, responsive, and frustration-free.

Step 6: Test, launch, and optimize

Start with a pilot campaign to ensure everything runs smoothly.

Track key metrics:

• Response time
• Open rate
• Conversion rate

Use these insights to refine your workflows, improve message content, and adjust targeting.

Best practices for WhatsApp automation 

Following some proven best practices is essential to get the most out of WhatsApp automation. Here’s what you need to know:

Tips for optimizing messaging frequency and timing

To keep your audience interested, it's vital to message thoughtfully and strategically. Here are some quick tips:

• Avoid over-messaging to prevent unsubscribes.
• Use analytics to identify when your audience is most active and receptive.
• Space out messages to keep it natural.
• Monitor response rates and adjust based on customer behavior and feedback.

Leverage data analytics for campaign performance 

By tracking metrics such as open rates, click-through rates, and response times, you gain valuable insights into what works and what doesn’t. Use this data to refine your messaging, target relevant audience segments, and optimize timing. 

Regularly reviewing analytics helps you make informed decisions that boost engagement and drive better results over time.

Compliance and customer privacy protection

To protect your customers and stay compliant, focus on these key areas:

Enhance customer communication with Plivo’s AI WhatsApp automation

The growing demand for instant, tailored communication on WhatsApp puts pressure on businesses to respond quickly. Customers expect fast, personalized replies around the clock, and doing this manually often leads to delays, inconsistent service, and missed opportunities. 

Finding a way to scale these conversations efficiently is critical for businesses looking to stay competitive.

That’s where Plivo comes in, an industry-leading omnichannel platform that automates and personalizes WhatsApp conversations, delivering timely responses at scale.

By leveraging Plivo’s WhatsApp AI agents, businesses can manage a wide range of customer communication tasks, from pre-sales inquiries to post-purchase support, without increasing their team size.

Here’s how Plivo can enhance your customer communication:

• Brand-aligned AI agents: You can customize the AI agents to reflect your brand’s voice, tone, and style. This makes all customer interactions align with your brand’s identity and deliver a personalized experience.
• AI customer service agent: Plivo’s AI agents work around the clock, ensuring your customers receive timely responses, regardless of the time zone. These agents process orders, resolve support issues, and answer questions.

• Natural, human-like conversations: With AI agents, you can engage in context-aware conversations, mimicking human interactions. They remember customer preferences and history to provide relevant responses like a human agent would.
• Simple, volume-based pricing: Plivo charges a flat fee per conversation rather than per message, making costs predictable and scalable. Volume discounts are available to lower your total spend as your messaging needs grow.

• Built-in compliance: Plivo ensures compliance with GDPR, HIPAA, PCI DSS, ISO 27001, and SOC 2 standards.
• Guaranteed message delivery with fallback options: The platform delivers billions of messages annually and uses SMS and voice fallback channels to ensure your customers always receive important communications.
• 24/7 availability: Plivo's AI agents provide instant, 24/7 assistance, answering questions, processing orders, and resolving customer issues.
• Multilingual support: With support for 70+ languages, Plivo’s AI agents can engage with customers globally and offer a multilingual customer service experience.
• E-commerce platform integrations: Integrate seamlessly with popular e-commerce platforms like Shopify, BigCommerce, WooCommerce, and Magento to deliver a unified customer experience across all touchpoints.

With Plivo’s vast carrier network spanning over 220 countries, businesses can significantly cut SMS costs by up to 70% while achieving threefold returns on investment. 

Many companies using Plivo CX have experienced remarkable results, earning an outstanding $71 for every dollar invested in their SMS marketing efforts.

Book a free demo today and see how Plivo’s AI WhatsApp agents can change your customer communication strategy.

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Stop sending texts into the void. If your SMS strategy still relies on generic, one-way blasts without personalization or interaction, you're leaving money on the table and missing genuine connections with your customers.

In fact, 71% of consumers respond more positively to two-way interactions with brands. They want a dialogue, not a monologue.

This blog will help you understand how to get started with conversational SMS, real-life use cases, and how to build a texting experience your customers will enjoy.

This guide reveals how to pick up conversational SMS, from real-world use cases to proven tactics that turn simple texts into meaningful conversations. 

What is conversational SMS? 

As noted, conversational SMS refers to two-way texting between your business and customers. Unlike traditional SMS blasts, which send the same message to thousands of people at once, conversational SMS invites engagement and, in many cases, a reply.

Therefore, it gives your customer a direct way to ask questions, confirm details, or solve an issue without waiting on hold or checking email.

For example, instead of sending “Your order has shipped,” you can ask, “Your order’s on the way. Need tracking info or support?” This small shift can drive action.

Plus, you can also rely on channels like RCS (Rich Communication Services), which supports images, buttons, and suggested replies, or WhatsApp, which allows branded two-way conversations on a global scale.

Key benefits of conversational SMS 

In 2025, 86% of customers prefer SMS as their go-to communication channel. But preference alone doesn’t drive results. It’s how you use SMS that makes the difference. 

Conversational AI helps you move beyond one-way updates to real, results-driven engagement. Here’s what you gain:

Speed up your replies

82% of consumers check their text notifications within just five minutes of receiving a text. And nearly a third check their text notifications within just 60 seconds of receipt. Conversational SMS is built exactly for this. 

It helps you reply instantly to common questions like, “Where’s my order?” or “Can I change the delivery address?”. And it doesn't even require a ticket number.

Make support easier

With this SMS marketing, people don’t have to dig through your site or repeat themselves. Everything stays in one thread, including returns, product questions, and delivery updates, so that it’s direct and friction-free for the users.

For example, a customer could text, “Does this shirt run small?” and get a personalized answer in seconds. 

Help people buy faster

Unanswered questions can kill sales. Conversational SMS gives you a chance to answer at the right moment when your customers are deciding whether to click “buy.”

Let’s say a customer asks, “Can I use this promo code on sale items?” A quick yes (or a helpful alternative) could be all it takes to close the sale.

Do more with fewer resources

Your support team doesn’t need to handle every message manually. Conversational SMS lets you automate repeat questions like “What are your hours?” or “How do I track my order?”That saves your team time and reduces burnout while shortening response times.

Build real trust

When customers know they can text you and get a real response, it builds credibility. That kind of reliability turns one-time buyers into loyal customers. And unlike email or ads, SMS feels personal and immediate.

Real-world use cases

It’s one thing to understand the benefits, but it’s another to see them in action.

Here’s how real brands are using conversational SMS to improve service, boost sales, and build loyalty: 

Order updates

Customers want to know what’s happening with their orders without having to ask.

Conversational SMS lets you send updates at every stage (order confirmed, shipped, out for delivery, or delayed).

For example, if a customer texts back, “Can I change the delivery address?” or “Will it arrive before Friday?”, you can respond in real time.

This takes the pressure off your support team and keeps the customer calm and informed.

Tip: Include a tracking link in your message. It cuts down on “Where’s my order?” texts.

Product recommendations

One-size-fits-all promos are no longer effective in this era of hyper-personalized services. Conversational SMS lets you send curated suggestions based on shoppers’ past purchases and even browsing history for minute relevance.

Instead of broad, one-way promos, you can tailor each message to what your customer is actually interested in. That makes your outreach feel helpful instead of pushy.

Take the message from Half Magic Beauty shown below. It introduces a new product variant with a clear visual and a message that responds to customer demand. It’s timely, specific, and visually engaging.

Cart recovery

Abandoned carts are lost opportunities if you do not reach out the right way. Conversational SMS gives you a direct way to bring shoppers back without sounding pushy.

The text message from Hello Molly shown below is friendly, personalized, and straight to the point. The customer gets a quick reminder that she left items in her cart, along with a link to complete the purchase.

This kind of timely nudge feels helpful, not spammy. It shows you’re paying attention and that you care about making the checkout process easier.

Welcome campaign

A well-crafted welcome message sets the tone for the entire customer journey. Conversational SMS lets you ask about preferences, share exclusive perks, or answer quick questions. This is a great opportunity to turn a new contact into a loyal customer from day one.

The example from Clinique is a great starting point. It immediately confirms the customer’s signup, sets expectations for future updates, and teases upcoming offers. 

The message also introduces an engaging brand moment by promoting a surprise from their Global Brand Ambassador and inviting customers to join them on Instagram.

Reminder text

Reminder texts are an effective way to keep your audience engaged and on schedule, whether for an event, an appointment, or a deadline.

The message from Becker’s Healthcare reminds recipients about the date and location of their upcoming annual meeting and includes a direct registration link. The tone is professional, clear, and action-oriented.

This type of SMS helps reduce no-shows, boosts attendance, and keeps your brand top of mind. Plus, including a clickable CTA makes it easy for recipients to act immediately without needing to search for more information.

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Upsells & cross-sells

Upselling and cross-selling are powerful tactics to boost customer lifetime value and maximize revenue without acquiring new customers. By recommending premium options or complementary products, brands can increase average order value and deepen customer loyalty

This message from Native is a classic upsell.

The customer has already purchased a product. Now, Native is encouraging her to join their subscription program to get that product delivered regularly with a discount of up to 25%. That’s an upsell: offering a higher-value option (subscription + savings) after a purchase.

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Features that make conversational SMS work 

If you want customers to reply, engage, and convert, your SMS needs the right tools. These are the features that make that happen.

AI chatbot integration for auto-replies

One of the key drivers of conversational SMS is speed, and that’s where AI chatbot integration shines. Automating responses ensures that customers get immediate replies, whether they’re asking a simple “Where’s my order?” query or requesting a product return. 

Chatbots can handle common questions, provide status updates, offer product recommendations, and escalate issues to live agents when needed. This reduces wait times, offloads repetitive tasks from human agents, and keeps customer satisfaction high even outside of business hours.

CRM and contact center integration

When SMS is synced with your CRM and contact center systems, it becomes a powerful relationship-building tool. Agents can instantly access customer profiles, previous interactions, and purchase history, allowing for highly personalized and context-aware conversations. 

For example, if a customer texts about a delay, the agent can immediately reference their order and respond with accurate updates. This seamless backend integration helps prevent repetitive questions, shortens resolution times, and enables consistent messaging across SMS, voice, email, and chat channels.

Opt-in/opt-out mechanisms for compliance

SMS platforms that support opt-in and opt-out management help you stay aligned with laws like TCPA, GDPR, and CAN-SPAM. 

These tools make it easy to capture explicit consent before sending texts, store that consent securely, and allow customers to opt out at any time with a simple keyword like “STOP.”

This not only protects your business legally but also demonstrates respect for your customers’ privacy preferences, boosting credibility and trust.

Personalization tokens 

Personalization tokens allow you to automatically insert specific details like the customer’s name, last purchase, shipping status, or loyalty points into SMS messages. 

For example, a message that says, “Hi Sarah, your order #1357 is out for delivery,” lands better than “Your order has shipped.”

Message templates for speed and consistency

Message templates let teams respond quickly without sacrificing accuracy or tone. Whether you send shipping updates, payment reminders, support instructions, or feedback requests, templates ensure every message is professional, brand-aligned, and typo-free. Plus, they help maintain a consistent customer experience no matter which agent is replying.

Best practices for a winning conversational SMS strategy

To get real results, brands need a smart, customer-first approach. Here are a few proven best practices to help you get the most out of your conversational SMS efforts:

Start with consent

Always get permission before you message someone. This builds trust and keeps you compliant with privacy laws. Without consent, your messages can feel intrusive and hurt your brand.

Be human

Customers are increasingly comfortable with bots, but they want human backup available when things get complex. Use clear language, a friendly tone, and a real name. A warm, human message is more likely to get a response.

Respond quickly

Customers expect fast replies. A delay of even a few hours can lead to frustration. Set response time goals and use alerts for incoming messages. Quick replies show customers that you value their time.

Personalize messages

Use customer data to tailor every message. Mention their name, recent orders, or past issues. Small personal touches can boost engagement and satisfaction.

Segment your audience

Don’t send the same message to everyone. Group customers by behavior, location, or loyalty. For example, first-time buyers may need onboarding tips, while repeat customers may want exclusive offers.

Track performance

Measure open rates, response times, and satisfaction scores. Are customers replying? Are issues getting resolved faster? Use this data to refine your messaging strategy and double down on what works.

Common mistakes to avoid 

Even with the best tools, mistakes happen. Want to get customer sentiment right? Avoid these common pitfalls that can derail your efforts.

Using SMS for one-way blasts only

Treating SMS as a one-sided channel limits its potential. Customers expect two-way communication. If you only send promotions or alerts, you miss the chance to engage, resolve issues, or build loyalty.

Overloading messages with too much info or links

Long texts with multiple links or instructions often get ignored. Keep it short. Focus on one clear message or CTA. For example, link to a single landing page instead of listing all your offers.

Ignoring replies or failing to follow up

If a customer replies and hears nothing back, it signals you weren’t listening. Missed replies damage trust. Set up alerts or auto-assignments, so your team can follow up fast.

Sending texts at odd hours

No one wants a marketing message at 3 AM. Respect time zones and customer preferences. Schedule texts during business hours or based on past engagement patterns. 

For US customers, send messages between 8 AM and 9 PM in the recipient's local time zone (required by TCPA law), with optimal engagement typically occurring between 9 AM and 11 AM and 5 PM and 8 PM on weekdays.

Create richer conversations with Plivo 

Ready to implement the conversational SMS strategies covered in this guide? 

As an all-in-one omnichannel communications platform, Plivo makes it simple to turn these best practices into real results.

From the AI chatbot integrations to the personalization tokens that make messages feel human, Plivo has built these capabilities directly into the platform:

• AI-powered auto-replies that handle common questions instantly
• Smart personalization using customer data and purchase history
• Compliance automation for TCPA and GDPR requirements
• Real-time analytics to optimize your messaging performance

Plus, you get all the foundational SMS features that make two-way conversations possible:

• Two-way messaging with keyword opt-ins/opt-outs
• Message templates and smart scheduling
• CRM integrations for personalized responses
• Global delivery across 190+ countries

Perfect for businesses ready to move beyond broadcast SMS and start having real conversations that drive results.

Turn every text into a conversation that converts. Book a demo now.

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Conversations are how people buy now. They don’t wait through long forms or callbacks anymore. Instead, they turn to quick, direct messages — whether they’re browsing products, asking about pricing, or checking delivery timelines.

Many teams already use live chat, chatbots, or automated messaging, but conversational marketing goes beyond those tools.

Unlike simple chatbots that follow preset scripts or automated messages triggered by generic rules, conversational marketing focuses on continuous, personalized, and context-driven interactions. It blends automation with real-time responsiveness to create a more natural dialogue that adapts to each customer’s unique needs.

In this guide, we’ll delve into how conversational marketing benefits your business, the limitations of using traditional tools, and how Plivo AI agents enhance your conversational marketing strategy.

What is conversational marketing?

Conversational marketing is a real-time, personalized approach to engaging customers through the communication channels they already use, like SMS, WhatsApp, RCS, website chat, and voice assistants.

Unlike traditional marketing, which pushes one-size-fits-all messages to broad audiences, a conversational marketing strategy creates two-way, context-rich dialogues that feel more like natural, human conversations.

Conversational marketing examples include a brand recommending products over WhatsApp, sending order updates via SMS, and answering follow-up questions through live voice support. Each touchpoint builds on the previous one, creating a consistent customer experience.

The role of AI and human agents in scaling and personalizing conversations

As customer expectations continue to rise, businesses are under pressure to deliver fast, personalized support without ballooning operational costs. The combination of AI and human agents helps companies balance speed, scale, and empathy in every customer interaction.

Here’s how they work together for a consistent conversational marketing strategy:

AI delivers scalable, 24/7 customer support

AI chatbots help businesses support customers around the clock. They handle repetitive tasks, such as answering common questions, qualifying leads, and guiding users through your funnel. AI keeps prospects engaged, reducing wait times and boosting conversion rates without extra headcount.

Plus, it delivers consistent messaging across communication channels and collects insights to refine your marketing and sales approach.

Human agents bring empathy and problem-solving

While AI handles routine conversations, human agents are crucial for the nuanced aspects of marketing, including building trust, addressing objections, and handling unique customer concerns.

When conversations get tricky, sensitive, or require complex solutions, humans step in to connect on an emotional level, nurturing prospects into loyal customers.

This human touch is more important than ever. In the U.S., even when people love a company or product, 59% will walk away after experiencing several bad interactions, and 17% will do so after just one. That’s why blending automation with empathy ensures every conversation feels authentic and valuable.

AI makes personalization easy at scale

AI leverages natural language processing (NLP) and machine learning (ML) to understand your customers’ behaviors, preferences, and past interactions. It can recommend products, customize offers, or deliver hyper-relevant messages all in real time.

These capabilities make every conversation feel like a one-on-one, even when you're engaging thousands. As AI learns and adapts, the marketing experience becomes increasingly intelligent, intuitive, and human-like.

Limitations of traditional conversational tools

Traditional conversational tools present challenges that can undermine customer experience and marketing effectiveness. These include:

Human teams can’t work around the clock

Human support teams face natural limitations, such as working hours, fatigue, and staffing constraints, that prevent them from offering 24/7 assistance. As a result, customer inquiries made outside of business hours often go unanswered or are delayed, leading to a poor customer experience and missed opportunities for engagement.

AI-powered systems also provide always-on support at scale, handling multiple conversations simultaneously.

Chatbots lack intelligence and context

Basic chatbots work using fixed scripts or rules; they don’t understand what users mean and can’t handle questions that don’t follow their script. The result is often repetitive or off-topic responses.

In fact, recent studies show that only 8% of people use chatbots, and just 25% of those said they would use that chatbot again.

Even though companies are spending more on chatbots, many still don’t help users get what they need. AI customer service chatbots that utilize NLP and ML are effective, but they still struggle to recall past interactions or pick up on subtle details in what people say.

Separate systems lead to poor personalization

When conversational tools operate in silos separate from CRMs, customer databases, or other business systems they lack the data needed to deliver personalized experiences. This disconnect results in generic interactions that overlook a customer's history, preferences, or previous interactions.

Without personalization, users feel like strangers each time they engage, which weakens trust and loyalty.

Integrating these tools with broader business systems is essential for delivering meaningful, context-aware conversations, but achieving seamless integration remains a significant technical and organizational challenge.

Slow responses kill conversions

When customers face long wait times, whether due to human agent limitations or sluggish bot performance, they’re more likely to drop off before converting. Traditional tools can fall short if they rely on backend processing or require escalating issues to human staff.

Conversational marketing helps by responding to routine questions, routing complex ones, maintaining engagement, and enhancing conversion potential.

Plivo’s AI agent framework for conversational marketing

Plivo’s AI agents work like expert team members for your business, available 24/7 to engage with your customers, assist them, and ensure satisfaction. These AI agents are trained on your brand’s information, like your products, customer history, and FAQs, so that they can have natural, personalized conversations.

They learn what customers need and give helpful, personalized responses. They also reflect your brand’s unique voice and can be customized to match your style and tone.

3 core capabilities of Plivo’s AI agents

Plivo’s AI framework has three key capabilities that align directly with your business’s growth journey. Each represents a specialized AI agent tailored to optimize critical customer touchpoints. Here’s a closer look.

1. Convert: Turning conversations into revenue

Sam is your digital sales professional, trained to qualify leads, recommend the right products, and nudge customers toward purchase completion. Capabilities include:

• Abandoned cart recovery: Detects when customers leave without completing a purchase and sends timely, personalized reminders with incentives or information to encourage them to return.
• Product queries and pricing questions: Provides instant, accurate answers 24/7, reducing friction and accelerating buying decisions.
• Multi-language support: Engages a diverse customer base, breaking language barriers with fluent, localized conversations.
• Always-on availability: Ensures potential customers are attended to regardless of time zones or business hours.

2. Engage: Orchestrating timely, personalized outreach

Campbell specializes in behavior-driven marketing automation, delivering personalized campaigns triggered by real-time customer behavior and lifecycle events. Key functions include:

• Behavioral triggers: Launches precisely timed SMS, WhatsApp, or chat campaigns based on user actions, such as browsing a product category or subscribing for updates.
• Lifecycle messaging: Sends personalized messages for birthdays, restocks, and post-purchase follow-ups, making customers feel valued and engaged.
• Cross-channel orchestration: Manages campaigns across multiple channels, ensuring consistent, on-brand communication without manual intervention.

Campbell enables businesses to maintain meaningful, proactive engagement that nurtures relationships, drives repeat purchases, and builds customer loyalty at scale.

3. Delight: Support that drives loyalty

Jolie is your always-on concierge, ensuring customers feel supported throughout the post-purchase journey. From onboarding to troubleshooting and returns, Jolie ensures high satisfaction and low churn rates.

Here are some capabilities:

• Onboarding assistance: Provides new customers with personalized guidance and answers to common setup questions.
• Post-sale support: Manages returns, exchanges, troubleshooting, and FAQs with instant solutions based on your business rules and knowledge base.

Sentiment detection and escalation: Utilizes AI-powered sentiment analysis to identify frustrated or dissatisfied customers, escalating complex issues to human agents before they escalate.

How Plivo AI agents work with the customer data platform (CDP)

Plivo’s AI-powered CDP is designed to unify, analyze, and activate customer data in real time, helping businesses create personalized and impactful customer interactions across various channels, including SMS, WhatsApp, voice, and chat.

Here’s a detailed breakdown of how it works:

Unified customer profiles in real time

Plivo’s CDP integrates customer data from multiple sources, including CRM systems, e-commerce platforms, support tools, and analytics services, into a single, unified customer profile. 

Every piece of customer information, from purchase history to browsing behavior, is brought together and updated. This “one customer, one story” approach ensures data is clean, connected, and ready to power personalized engagement.

The platform supports over 350 integrations with popular tools like Salesforce, HubSpot, Zendesk, Marketo, and more. This makes it easy to plug in and start managing your customer data without needing a dedicated IT team.

Behavioral segmentation and custom attributes

The platform uses behavioral segmentation to categorize customers based on their actions, such as purchases, message interactions, and engagement history. These segments update automatically, ensuring your targeting is always precise and current.

Additionally, you can define custom attributes for your business needs, such as subscription tiers, purchase frequency, or VIP status, to personalize messaging.

Real-time event tracking

Every customer action, whether it’s a click, a purchase, or a chat inquiry, is captured by Plivo’s real-time event tracking. This continuous stream of data feeds into the customer profiles, enriching them and triggering automated campaigns that respond immediately to customer behavior.

For example, if a customer abandons a shopping cart, Plivo can send an SMS reminder with a special offer to encourage them to complete the purchase.

AI-driven messaging across channels

Plivo’s AI agents use these rich, unified profiles to deliver personalized, consistent messages across multiple channels, including SMS, WhatsApp, voice, and chat. 

AI powers automated conversations and outreach that feel natural and data-driven, helping businesses engage customers at the right time with the right message.

Automatic campaign triggers

Plivo monitors customer activity and then sends reminders, onboarding messages, support follow-ups, or promotional offers at precisely the time the customer is most likely to respond.

Choose Plivo’s AI agents for conversational marketing

Conversational marketing is crucial for connecting with your customers and keeping them engaged throughout their entire customer journey. To achieve this effectively, businesses need reliable tools that can manage real-time interactions and deliver personalized experiences.

Plivo works for businesses of any size to convert leads and keep prospects engaged 24/7 with its AI agents. These agents (Sam, Campbell, and Jolie) act as an extension of your team and are always ready to help. Whether it’s bringing back people who left items in their cart, running timely campaigns, or offering real support, these agents handle it all.

Plus, Plivo’s CDP makes every conversation feel personal, relevant, and consistent without requiring extra work from your team.

Get started for free today and see how Plivo changes the way you connect with customers.

If you're used to the clear-cut pricing of SMS or email, rich communication services (RCS) will throw you a curveball.

There’s no universal rate card or neat pricing table for RCS.

Frustrating? Maybe. Is it worth it? Absolutely.

While businesses lose millions on ineffective channels, RCS is projected to generate $8.7 billion in revenue by 2029, and for good reason. It transforms plain text into rich, branded conversations with buttons, carousels, verified business profiles, and more — all inside your customer’s default messaging app.

This guide breaks down how RCS message charges work, why it’s worth navigating the complexity, and ways to make smart, cost-effective decisions for your business messaging strategy.

What is RCS pricing?

RCS pricing refers to the cost businesses pay for implementing RCS messaging services. The structure depends on three main factors: how many messages you send, which features you activate, and your carrier's rates.

Providers charge businesses based on messages delivered or offer bundled packages with different pricing tiers. RCS costs more than SMS because it includes rich media features, such as read receipts, suggested replies, and branded elements.

The higher costs often pay off through increased engagement and better user experiences.

RCS pricing reality

You won't find a standard RCS price list like you would for SMS or email. RCS doesn't work that way.

Mobile carriers control RCS pricing individually. That means, costs vary wildly between regions, operators, and even message volumes.

Your RCS campaign in the US might cost a completely different amount than the same campaign in Europe or Asia. Each carrier sets its own rates based on local market conditions, infrastructure costs, and competitive positioning.

What does this fragmented approach mean? You can't budget RCS like SMS. Each market requires separate cost analysis and carrier negotiations.

The 3-tier architecture determines RCS messaging costs

Mobile carriers use a three-tier system that directly impacts your costs based on message complexity and user engagement patterns. Let’s go over these tiers below.

Tier #1: Basic messages - Text-only communication

Basic messages are text only, limited to 160 characters — think SMS, but with RCS-style branding and verification. You pay per message sent, regardless of whether customers respond. Here’s what they work best for:

• One-time passwords
• Delivery notifications
• Quick alerts
• Simple promotional offers

The cost stays predictable. Send 1,000 basic messages, pay for 1,000 basic messages.

Tier #2: Single messages - Rich content and extended text

Single messages include multimedia content, rich cards, or text exceeding 160 characters. You still pay per message under non-conversational billing. These messages are ideal for:

• Product catalogs with images
• Video demonstrations
• Rich media announcements
• Detailed promotional content

Tier #3: Conversational messages - Session-based pricing

Conversational messages enable back-and-forth exchanges within 24-hour windows. When a customer replies to your message within 24 hours, a conversation session is initiated. During this session, you can exchange unlimited messages for one flat rate.

Carriers track these interactions as A2P (application-to-person) events when you send messages and P2A (person-to-application) events when customers reply. Under conversational billing, these events get bundled into conversation sessions rather than being charged separately.

You'll use conversational messaging for:

• Customer support interactions
• Product discovery and recommendations
• Booking processes requiring multiple steps

This creates the most complex pricing structure but offers the best value for extended interactions. If customers don't respond within 24 hours, you pay per individual message. However, if they do respond, you pay one conversation rate covering all messages in that 24-hour window.

TL;DR: RCS business messaging pricing

Here’s a quick summary to make RCS charges easier to understand.

What influences RCS messaging costs?

Your RCS costs come down to five main factors, each with a different impact on your total bill. These include:

1. Service provider and platform costs: Some RCS providers offer lower per-message rates but charge setup and maintenance costs. Others may charge higher but provide advanced features and customization options.
2. Cross-border messaging rates: International RCS costs more than domestic messaging. Rates change based on the recipient's location and your provider's carrier agreements.
3. Content complexity and media features: Rich media like images and videos may incur additional costs depending on file size, format, and quality. Features like read receipts, location sharing, or appointment scheduling can also add up.
4. Message volume and sending frequency: Providers charge per message or by monthly rates. More messages mean higher costs. Frequent sending (outside of the 24-hour window) also increases your bill.
5. Compliance and regulatory requirements: Regulations like the General Data Protection Regulation (GDPR) increase provider costs, which get passed to you. Some countries require providers to offer messaging services at specific prices, limiting pricing flexibility.

RCS vs. SMS vs. MMS vs. OTT: Which offers the best value for your investment?

You need to understand how RCS stacks against other messaging channels to make smart budget decisions. Here's the breakdown.

Take a look at what RCS brings to the table:

• RCS chat features work seamlessly in customers' default messaging apps without the need for additional downloads.
• Verified business branding replaces anonymous phone numbers.
• Interactive elements and rich media generate higher engagement than text-only SMS. 
• The platform reaches more people than fragmented OTT apps.

So, the real value here is that RCS combines app-level features with SMS's universal reach.

Choosing the right RCS business messaging provider

Brands are expected to spend $52.5 billion on RCS, equivalent to around 16% of the total digital ad spend. The opportunity is massive, but capitalizing on it starts with the right partner.

Here’s how you choose your provider wisely to capture this opportunity.

Calculate your message volume first

Count your expected monthly messages. Include promotional messages, order updates, and appointment reminders, and consider how often you'll send each type.

Your volume determines which pricing model costs less. Providers charge per message or offer flat monthly fees for unlimited messaging.

If you send over 10,000 messages monthly, subscriptions typically cost less; Or if you send fewer than the subscription break-even point, choose pay-per-message.

Compare pricing models and features

Evaluate what each provider includes in their base plan. Some offer basic message delivery. Others include chatbots, CRM integration, and analytics dashboards.

Match your business needs with the provider’s capabilities. For example, a simple notification service doesn't require advanced analytics. Nevertheless, if the purpose behind RCS is customer service operations, you’ll benefit from chatbot integration and detailed reporting.

Compare RCS and SMS returns

Calculate the return on investment (ROI) for both channels.

RCS costs more but offers engaging, interactive experiences, and you can track customer behavior with conversational analytics. On the other hand, SMS costs less and works for simple messaging, but it only provides basic delivery reports.

Consider multimedia content creation costs for RCS. If these costs exceed your expected returns, RCS may not be a suitable option for your business.

Ultimately, the choice depends on your business needs and goals. Assess your messaging requirements and evaluate returns for each option before moving forward.

Get started with Plivo for custom RCS pricing

Starting with RCS is simpler than you think, especially if you already use SMS marketing.

The key is picking the right messaging partner and focusing on use cases that align with your needs. Start with basic RCS messages before moving to conversational campaigns.

Plivo's RCS API integrates directly into your existing communication stack. You can start sending interactive, branded messages that boost engagement and drive conversions without overhauling your infrastructure. When RCS isn't available, messages automatically fall back to SMS at standard SMS rates.

You can pair RCS with AI Agents to automate FAQs, deliver personalized recommendations, and resolve queries around the clock. Our no-code solution lets you launch AI Agents quickly across multiple channels.

Talk to us to get a custom RCS pricing quote.

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