Two-way SMS handling

When a text arrives through Pidj, the agent reads the message, matches it to the contact record, and replies with the approved response your rule holds for that request. Simple asks, like a reschedule or a yes-or-no confirmation, resolve in the thread and update the record. Texts that carry a complaint, a question outside the script, or an opt-out go to a person, with opt-outs applied at once so no further messages reach that contact. The agent keeps the full exchange on the contact timeline so staff can pick up any conversation the agent hands over.

Appointment reminder queuing

Ahead of a booking, the agent reads the appointment record, applies your timing rule, and queues the reminder text through Pidj for the customer. Confirmations that come back update the appointment to confirmed; a reply asking to move the slot goes to the front desk to rebook. The agent notes every reminder it queued and whether the customer answered, so no one is texted twice. Reminders for sensitive appointments, or contacts with no clear consent on file, wait for a person to release rather than going out on their own.

Campaign reply sorting

After a Pidj text campaign goes out, replies come back, and the agent reads each one, sorts it against your rule, and moves responsive contacts to the stage the campaign names. Opt-outs and stop requests apply immediately and update the record. Replies that read as questions or objections go to a rep with the message quoted for context. The agent tallies how the campaign landed and notifies the owner, while leaving any ambiguous or emotional reply to a person instead of guessing what the customer meant by it.