Add SMS integration to ChatbotX to allow businesses to communicate with customers through SMS using ChatbotX-powered automated conversations.

Objective

Allow businesses to connect an SMS provider and use ChatbotX to receive, process, and respond to customer messages automatically.

Functional Requirements

• Connect an SMS provider to ChatbotX.

• Support provider-based authentication.

• Support inbound SMS messages.

• Send outbound SMS messages.

• Create and maintain customer conversations.

• Maintain conversation history.

• Maintain conversation context.

• Automatically respond using ChatbotX.

• Support AI-powered responses.

• Support predefined chatbot workflows.

• Allow human-agent handoff.

• Allow agents to take over an SMS conversation.

• Support opt-in and opt-out management.

• Support STOP/START and provider-required compliance mechanisms where applicable.

• Support message templates where required.

• Allow administrators to configure business hours.

• Trigger automated workflows based on incoming messages.

• Send notifications to agents.

• Track delivery status where supported.

• Track failed messages.

• Provide message and conversation analytics.

Technical Requirements

• Provide a provider-agnostic SMS integration layer.

• Support webhooks for incoming messages and delivery events.

• Securely store provider credentials.

• Implement retry mechanisms.

• Handle provider rate limits.

• Prevent duplicate webhook processing.

• Support message status tracking.

• Implement appropriate SMS compliance requirements based on the selected provider and country.

Acceptance Criteria

1. An administrator can connect an SMS provider.

2. Incoming SMS messages appear in ChatbotX.

3. ChatbotX can automatically process incoming messages.

4. ChatbotX can send SMS responses.

5. Conversation history is maintained.

6. Human agents can take over conversations.

7. Delivery status is tracked where supported.

8. Opt-out requests are handled correctly.

9. Failed messages are clearly identified.

10. Administrators can disconnect the SMS provider.