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Every SMS the CRM sends and every SMS it receives — with triggers, timing, daily caps, exact copy, and the visual signals shown to agents.
Generated: 24 September 2026 · CUIN CRM
Every automatic SMS the CRM sends to a lead or contact. Each row shows the trigger, the timing, the daily cap, and the exact copy that goes out. Nothing outside this list is sent automatically.
#1Lead Assignment — Intro SMS
lead_assignment_introTrigger
A US lead is assigned to an Instant Canada agent for the first time (via Auto Send or manual bulk-assign).
Timing
Immediately after assignment.
Daily cap / idempotency
Max 1 assignment SMS per lead per 12 hours. This is the FIRST one.
Sender / Audience
The assigned agent (via Aloware Local Presence)
US phone numbers only (Canadian area codes excluded)
Exact message body
"Hi {{first_name}}, it's {{agent_first_name}} from CUIN. Calling shortly from our Vancouver, Canada office about your Canada application 😊"
Single GSM-7 segment (< 160 chars)
#2Lead Assignment — Follow-up SMS
lead_assignment_followupTrigger
Same lead is (re-)assigned to an agent 12h+ AFTER a previous assignment SMS was sent — e.g. morning intro didn't reach them and they're being worked again the same evening or next day.
Timing
Immediately, but only if 12h have passed since the last assignment SMS.
Daily cap / idempotency
Max 1 per 12h. Different copy from the intro so it doesn't look like a duplicate.
Sender / Audience
The assigned agent (via Aloware Local Presence)
US phone numbers only
Exact message body
"Hi {{first_name}}, {{agent_first_name}} from CUIN here again — trying to reach you about your Canada application. Calling you shortly from our Vancouver, Canada office 🇨🇦"
Single GSM-7 segment
#3No Answer — Personal SMS from agent
lead_no_answer_personalTrigger
The agent marks a lead's status as "no_answer" in the CRM.
Timing
Immediately after the status change.
Daily cap / idempotency
Max 1 per lead per 24 hours (so flipping status multiple times per shift doesn't spam).
Sender / Audience
The assigned agent
US phone numbers only
Exact message body
"Hi {{first_name}}, it's {{agent_first_name}} from CUIN. Tried reaching you about your Canada eligibility results. Text me back and I'll call you when it's a good time 🇨🇦"
Single GSM-7 segment
#4Auto-Reply — Voice verification required
auto_reply_voice_onlyTrigger
An incoming SMS is classified as "question" — the client wants to keep the conversation on SMS or is asking us a question by text.
Timing
Immediately, only once ever per lead/contact.
Daily cap / idempotency
Once per lifetime per lead. Idempotent — checked via SentSms history before sending.
Sender / Audience
System (from the shared Aloware line)
Any matched lead/contact regardless of phone country
Exact message body
"Thanks! For security we verify identity by phone only. We cannot handle your Canada application over SMS. We will call you shortly from Vancouver. CUIN"
Single GSM-7 segment
#5Manual SMS from agent
manual_agent_smsTrigger
Agent composes an SMS from the CRM (SMS templates modal or free text).
Timing
On agent action.
Daily cap / idempotency
None — agent discretion.
Sender / Audience
The agent who clicked Send
Any lead/contact/ContactCanada
Exact message body
"Free text or a chosen template."
Depends on content
Placeholders: {{first_name}} = lead's first name (fallback "there"). {{agent_first_name}} = agent's stage name if set, otherwise the first token of their full name.
Never sent: Marketing blasts, price offers, or any SMS to non-US numbers from the assignment / no-answer flows. Zadarma SMS is fully disabled — all outbound goes through Aloware.
Every incoming SMS is classified by AI into one of 8 intents. Below is exactly what the system does for each case.
| # | Intent | Example replies | Auto-reply? | Status change | Visual signal in CRM |
|---|---|---|---|---|---|
| 1 | interestedClient is eager for the call | "great", "sure", "call me", "please call", "sounds good", "yes", "waiting" | No | — | 💬 Green "Very Interested" badge next to lead name + 🟡 Yellow alert banner to assigned agent |
| 2 | callbackClient wants a call at a specific time | "call me at 3pm", "try tomorrow morning" | No | Lead → callback / Contact → Call back | 💬 Green "Very Interested" badge + 🟡 Yellow alert banner to assigned agent |
| 3 | questionClient wants to keep it on SMS | "please text me", "just text", "reply here", "who are you?", "what is this?", "sorry, I thought it was spam" | YES "Thanks! For security we verify identity by phone only. We cannot handle your Canada application over SMS. We will call you shortly from Vancouver. CUIN" | — | Auto-reply appears in SMS History |
| 4 | not_interestedClear rejection | "not interested", "no thanks", "not for me" | No | Lead → not_interested / Contact → Not interested | Status update visible on lead |
| 5 | stopExplicit unsubscribe | "STOP", "UNSUBSCRIBE", "remove me", "do not text" | No (Never harass — no auto-reply) | Lead → not_interested | Status update visible on lead |
| 6 | wrong_numberNot the right person | "wrong number", "who is this?", "I never signed up" | No | Lead → wrong_number | Status update visible on lead |
| 7 | auto_replyCarrier / out-of-office bounce | Auto-generated carrier messages | No | — | Logged only |
| 8 | otherAnything unclear | Ambiguous replies | No | — | Logged only — agent handles manually |
Confidence threshold
Status changes & auto-replies only trigger when AI confidence ≥ 70%.
STOP fast-path
Messages containing STOP / UNSUBSCRIBE / CANCEL are handled instantly without calling the AI.
Auto-reply idempotency
Each lead can receive the voice-verification auto-reply only once, ever.
Never demote qualified leads
If a lead is already qualified or converted, SMS classification will NOT change their status.
2-hour positive-signal guard
If the lead sent an "interested" SMS in the last 2 hours, a later "not_interested" / "stop" will NOT auto-change status — the agent decides.
Full audit trail
Every classification is logged on the SMS record + added to the lead's activity feed.
Aloware only
All outbound SMS goes through Aloware Local Presence. Zadarma SMS is disabled.
GSM-7 single segment
All automated messages are kept under 160 characters, plain ASCII (no em-dashes or smart quotes) so they never split into multiple segments.
| Signal | Where | When it appears | Meaning |
|---|---|---|---|
| 💬Green "Very Interested" badge | Next to lead's name | Client replied with interested or callback intent | 📞 Prioritize this lead — call them now |
| 🟡Yellow SMS alert banner | Top-right of CRM | Client sent any reply, incl. positive ones | Agent must open the lead and respond |
| 🖱️Hover on green badge | Lead card / detail view | Anytime badge is shown | Shows the actual client message + timestamp |