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IMPORTANT DISCLAIMER
  • Every use case requires a prompt in order for the AI to converse (text with your customers).
  • To ensure that the quality of the texting AI, currently ONLY Avoca can add/edit the prompt.
  • Without a prompt, you are still able to use our text messaging, but you will be responsible to responding to customer messages manually.
Please reach out to your Avoca CSM once you finish configuring everything you see on this Help Guide so they can assist you in setting up the prompt.

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Prerequisites

Before getting started, ensure your Dashboard has the following pages enabled:
  • Texts
  • Workflows
If you don’t see the Workflows page, please contact your Avoca representative to have it enabled.

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Step 1: Creating a Use Case

A use case defines the purpose of your text messages and how the AI will interact with your customers.

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Create Your Use Case

1
Navigate to Settings > + Add
2
Next, select from one of our default use cases, or create a custom use case and click “Get Started” once you have selected one
3
Select the phone number you’ll be using for this Use Case.
  • Use the SCALED number that was provisioned for your account.
  • DO NOT use LIMITED numbers, those are for testing purposes only.

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Configure Text Settings

Basic Settings: Run through the configuration in the image above
  • Enabled: Toggle whether messages will be sent when a campaign goes live
  • Two-Way Texting: Enable this if you want the ability to respond to customer messages or take over conversations manually
  • Write notes to ServiceTitan Customer Profile: Enable to sync conversation history to customer profiles
  • Write text messages to ServiceTitan Job Notes: Enable to write each text message as a note on the related job
  • First Message Template:
Your first message should be clear and personalized. You can use dynamic fields (called Liquid Tags) to customize each message: Available dynamic fields:
  • customer_name
  • customer_phone
  • customer_email
  • customer_address
  • appointment_option_1, appointment_option_2, appointment_option_3
  • appointment_date_option_1, appointment_date_option_2, appointment_date_option_3
  • lead_source
  • lead_notes
Note: Customers will see the personalized values, not the field names.
Opt-Out Message: We recommend including an opt-out message in your initial message. Here are some examples:
  • “Reply STOP to unsubscribe.”
  • “To opt out of future messages, reply STOP.”
  • “You can stop receiving texts at any time by replying STOP.”
Tip:Include the opt-out message only in your first message, not in follow-up messages.

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Configure Escalations

Escalation Reasons Select when you want conversations to be flagged for human review. You can choose from common reasons or create custom ones.
How Escalations Work:
When a conversation is escalated, it will appear in the Escalated folder in your Conversations dashboard.

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Next Steps

Setting up a Workflow (Step 2)

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Need Help?

If you have questions or need assistance setting up your SMS campaigns, please reach out to your Avoca Customer Success Manager or reach out to our support team at support@avoca.ai
Last modified on February 19, 2026