Inbound message handling

LoopMessage receives replies from customers over iMessage through its API. An agent reads each incoming thread, matches it to the customer, and applies your approved rule to answer common questions like order status or opening hours. It posts the reply and records the exchange. Messages that carry a complaint, a refund request, or wording the rule does not cover are handed to a support rep, who reads the full thread and responds. The agent never guesses at intent it cannot map to an approved response, so ambiguous cases always reach a person.

Outbound messaging

The API sends iMessage texts to customers who have opted in. When an approved event occurs, such as a shipment update, the agent reads the trigger and the recipient, checks that consent is on file, and issues the message your team templated. It logs the send against the contact. Recipients with no consent, invalid numbers, or messages that fall outside approved templates are skipped and listed for a rep, who decides whether to reach out another way. Timing and template wording stay exactly as your team defined them.

Delivery status

LoopMessage reports whether a message was delivered, read, or failed. An agent watches these status events, reads the result, and updates the conversation record so the outcome is visible to your team. On a failed send it applies your rule, for example queuing one retry, then notes the attempt. Repeated failures to the same contact, or patterns that suggest a blocked number, are flagged for a rep to investigate rather than retried endlessly. The agent keeps status and history current so no customer message is silently lost.