Attentive Concierge is the most powerful — and most underutilised — feature in the Attentive platform. It enables two-way conversational SMS at scale with AI-assisted responses. We set it up properly: flows, AI training, response logic and human escalation — turning your SMS channel into a genuine customer relationship tool.
Standard Attentive SMS sends one-way automated messages (cart abandonment, promotions, post-purchase). Attentive Concierge enables two-way SMS conversations — customers can reply to messages and receive personalised responses via AI assistance or human agents. It transforms SMS from a broadcast channel into a customer service and relationship channel.
Attentive Concierge's AI analyses inbound SMS messages, classifies intent (order question, product inquiry, feedback, complaint) and suggests or automatically sends responses from a trained library. The AI learns from your approved responses and brand guidelines. For complex queries outside its confidence threshold, it flags for human review.
WISMO queries (where is my order?), order status, return initiation, product availability questions, subscription management requests and simple product recommendation questions are all suitable for automated Concierge handling. Complaints requiring empathy and complex custom requests benefit from human handling.
Attentive has integrations with Gorgias, Zendesk and Kustomer — passing two-way SMS conversations into your helpdesk queue with full context when human escalation is needed.
Attentive Concierge is included in Attentive's enterprise plans. Our implementation service — covering configuration, AI training, CRM integration and team training — typically takes 2–3 weeks and is scoped per engagement based on complexity.
Book a free Attentive Concierge configuration session and transform your SMS into a two-way revenue channel.