How SAMI reads and routes inbound texts
How SAMI classifies every inbound text and takes matching CRM actions like status changes, tasks, and replies.
When a lead texts one of your numbers, SAMI reads the conversation, decides what the message means, and updates the contact for you. This article explains how that classification works and what SAMI does with each result.
What happens when a text comes in
Every inbound text first lands in your Inbox and on the contact's Messages thread. If the sender's number isn't on file yet, SAMI creates a new contact for them so nothing slips through. When a lead who was being worked replies for the first time, their SAMI status moves to connected.
SAMI then looks at the whole conversation — not just the latest line — and sorts the reply into one of nine categories. From there it takes the matching action: changing a status, opening a task, scheduling a future touch, notifying your agent, or sending a reply.
Classification runs on the full message history, so SAMI weighs context. A short "no thanks" usually keeps a lead in outreach rather than stopping it — only a clear opt-out or strong disinterest pauses things.
The categories and what SAMI does
Each category maps to a specific set of CRM actions. Here is how SAMI routes the most common outcomes.
Continue
The lead is engaged or only mildly hesitant. SAMI sends a casual reply when one makes sense, and scheduled outreach keeps running. This is the default when nothing more specific applies.
Contact later or call now
When a lead agrees to a specific day and time, SAMI sets a do-not-contact-until date, creates a follow-up task for the assigned agent, and pauses automated outreach until then. A clear "call me now" request queues an immediate call instead.
Needs follow up
If the lead needs something an AI can't handle — a specific person, off-limits info, or a different callback number — SAMI sets the status to Needs Follow Up, creates an urgent task, and emails the assigned agent. No auto-reply is sent.
Unqualified or bad phone number
Leads working with another agent, outside a 12-month timeframe, or who say you have the wrong number are marked Unqualified or Bad Phone Number. SAMI cancels any active workflow enrollments so outreach stops.
Unsubscribe or angry
A real opt-out keyword or strong anger marks the lead Not Interested and adds them to your do-not-contact list. Texting and calling are switched off and workflows are cancelled. Opt-outs also get a compliance confirmation reply.
SAMI only stops messaging on a genuine opt-out or clear disinterest. Make sure your number is properly registered so replies and confirmations deliver — see your A2P registration in settings.
How an assigned SAMI Bot adds its own handling
If a contact is assigned to one of your SAMI Bots, that bot can layer extra handling on top of the standard routing. After the category action runs, SAMI checks the bot's outcome configuration for that result and fires any actions, email alerts, or text notifications you set up there.
This runs in addition to the built-in routing, so a bot never undoes a status change or task — it just adds your custom follow-up. Any auto-reply SAMI sends goes out from the bot's assigned number and is logged on the contact's Messages thread like any other outbound text.
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Last updated 2026-06-21