Faster Support, Now in a Channel Shoppers Use Most
Today, we’re expanding Remark’s Inbox Automation capabilities to support SMS conversations through Gorgias and Kustomer.
With SMS in the Inbox, brands can now assign inbound SMS support tickets directly to Remark's AI agents, enabling fast, conversational responses in one of the support channels shoppers use most.
Until now, Remark's Inbox Automation has helped brands automate and scale email support. This launch extends that same functionality to SMS, helping teams resolve more tickets automatically while meeting customers where they already are.
Bringing Brand-Aware Automation to SMS
SMS conversations often come with higher expectations for speed and responsiveness than email. By bringing Inbox Automation to SMS, brands can automate more support conversations while continuing to deliver support that feels natural and immediate to shoppers.
When inbound SMS tickets are routed to Remark’s AI agents through supported inbox providers, the AI automatically recognizes the communication channel and adjusts its response style to better fit the pace and tone of SMS conversations. From there, Remark handles the same types of support workflows brands already rely on Inbox Automation for, including resolving common ticket types, asking follow-up questions when clarification is needed, and escalating conversations only when human judgment should step in.
By handling repetitive, high-volume work automatically, support teams can stay focused on the conversations that require deeper attention and more nuanced decision-making.
What makes this automation possible is the foundation the system is built on. Remark learns from a brand’s products, policies, and existing customer conversations to respond the way a real support team would. That context allows the AI to deliver responses that are fast, accurate, and aligned with the brand’s voice, even in more immediate channels like SMS.
Available Now
As brands continue adding new ways for customers to get in touch, support teams need automation that can adapt alongside them. With SMS now supported though Inbox Automation for Gorgias and Kustomer, brands can extend the same AI-powered support experience beyond email and into one of the most immediate customer communication channels.
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