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Gail SMS Frequently Asked Questions

All your questions answered about texting with Gail.

Getting Started & Setup

Do I need separate Gails for different languages?

No, Gail is multilingual. It auto-detects and responds in the customer's language. We've tested with Japanese, Russian, Spanish, and Polish.

Can I have multiple SMS Gails?

Yes, you can create specialized Gails (e.g., sales vs support), but one comprehensive Gail can handle multiple use cases.

Does the SMS Gail need use cases for everything?

Gail knows basic info from your portal (hours, address, FAQs). You need specific use cases for complex processes like quoting or detailed procedures.

How do I know if SMS channel is available in my portal?

After SMS approval, the SMS checkbox appears when creating a new Gail. If you don't see it, you haven't been approved yet.

Campaigns & Messaging

Can customers text back to outbound campaign messages?

Yes, but currently Gail doesn't remember the outbound context. This is our #1 priority for development.

How do I know when someone responds to a text?

Email notifications, same system as call notifications. 

Can I schedule text campaigns?

Yes, using the sequence function. There's currently a case-sensitivity bug being fixed.

Can I send texts to someone not on a contact list?

For mid-call and post-call SMS, yes (anyone who calls gets the text). For standalone texts outside campaigns, not currently.

Integration & Phone Numbers

Will SMS work with my existing business number?

Only if it's a Twilio number. Contact Damien at damien@meetgail.com to set up backend integration. Otherwise, you'll need to advertise the Gail number.

Can I use different numbers for calls and texts?

No, Gail uses one number for both voice and SMS.

What if I use call masking with a different caller ID?

Customers will see that caller ID number. If they try to text it back, it may not reach Gail. Use post-call SMS from Gail number instead, or have Gail provide the SMS number during calls.

When will Agency Zoom/Applied/EZLynx integration be available?

Agency Zoom integration is already available (recently refreshed). Applied/EZLynx integrations are targeted for later this year.

Compliance & Technical

What exactly do I need for TCPA compliance?

Either a checkbox or disclaimer on web forms indicating consent to receive recurring automated messages. Templates are available in Support Center → SMS Templates → Opt-in Language Templates.

Where do I register my number in the application?

Use your Gail line number (not your office number).

Can I protect against spam bots?

Two-factor authentication/CAPTCHA is not currently available but could potentially be built. We've noted this feedback.

What's the approval timeline for SMS?

The application process is straightforward if TCPA compliance is in place. Specific timeline varies.

Costs & Limits

What are the costs for SMS?

  • Application: Free
  • Base Subscription: Included with Gail Agent subscription
  • Monthly texts: ~4,000 texts included (limit being finalized)
  • Overage: Additional costs apply if exceeding monthly limit

Is there an additional cost for Gail GPT-Only users?

Yes, SMS would be an additional cost for Gail GPT-Only users.

What has no additional costs?

  • Setting up SMS assistants
  • Creating text templates
  • Running campaigns (within limits)
  • Post-call/mid-call SMS (within limits)

Features & Capabilities

What SMS features are available now?

  • Inbound SMS: 24/7 customer texting to your Gail number
  • Outbound campaigns: Personalized text campaigns to contact lists
  • Mid-call SMS: Automatic texts mid-call based on outcomes
  • Post-call SMS: Automatic texts after calls based on outcomes
  • Keyword triggers: Auto-responses to keywords like "QUOTE", "CLAIM", "SURVEY"
  • Multilingual support: Auto-detection and response in customer's language

What's coming soon?

Coming Weeks (High Priority):

  • Conversation context memory (#1 priority)
  • Email notifications for SMS conversations
  • Knowledge Base feature for easier document uploads

In Development:

  • Conversation hijacking (manual reply within portal)
  • Image/PDF support over SMS
  • Web chatbot integration (currently in beta)
  • Enhanced tool calling with AMS systems

What are the current limitations?

  • Monthly text limit: ~4,000 texts (being finalized)
  • No real-time notifications when customers respond (coming soon)
  • Cannot manually reply within portal yet
  • Cannot initiate single texts outside of campaigns (could be built)
  • No conversation context memory yet (top priority)
  • Must use Gail/Twilio number (not RingCentral, Lightspeed, etc.)

Document & File Limits

What are the file size limits?

  • Stated limit: 100 pages
  • Comprehensive thinking style supports: 400-500 pages
  • 5MB per file type (feedback noted that this is too small)
  • May be documentation issue vs actual technical limit - being investigated

Support & Resources

How do I get help with SMS setup?

  • General Support: support@meetgail.com
  • Support Center: Available via portal (Support Center button)

Where can I find SMS templates and resources?

Access via Support Center in your portal:

  • Opt-in language templates
  • Message templates
  • Use case examples