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Marketing & Messaging

OpenAgent + Attentive

AI support meets your SMS subscriber list

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About Attentive

Attentive is one of the most powerful SMS marketing platforms for ecommerce, and the OpenAgent integration ensures your AI support agent can work in perfect sync with it. OpenAgent can read Attentive subscriber attributes and segment membership to personalize support conversations for known SMS subscribers. It can also handle inbound SMS support messages through Attentive's two-way messaging capability, letting customers text your brand number for help the same way they receive promotions. Support outcomes flow back into Attentive as custom attributes, so your SMS marketing team can follow up with targeted messages after a support interaction.

COMPATIBILITY
Channels
SMS
Integration methods
Attentive APITwo-way SMS messagingWebhooks

How it works together

Connect Attentive and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • Receive inbound SMS support via Attentive
    Customers who text your Attentive brand number with a support question are routed to OpenAgent, which handles the conversation over SMS using the same AI trained on your product catalog, policies, and FAQs.
  • Personalize using Attentive subscriber attributes
    OpenAgent pulls the subscriber's custom attributes from Attentive — such as recent purchase, segment, or VIP status — and uses that data to answer questions without asking the customer to re-identify themselves.
  • Write support outcomes back as custom attributes
    When a conversation ends, OpenAgent updates the subscriber's Attentive profile with outcome attributes such as issue type, resolution, and satisfaction signal so your SMS team has context for future campaigns.

Benefits

Support customers on the channel they already use

SMS has response rates far higher than email. By handling support over Attentive's messaging channel, OpenAgent reaches customers where they are most likely to engage quickly.

Keep SMS marketing and support data unified

Custom attributes written by OpenAgent let marketing suppress recent complainants from promotional sends or target them with a recovery offer, reducing churn from bad support experiences.

Automate 24/7 SMS support without staffing

OpenAgent handles the full first line of inbound SMS support around the clock, so your team only receives escalations and complex issues rather than repetitive order status and policy questions.

Frequently Asked Questions

No. OpenAgent only handles inbound support conversations and writes outcome data back to subscriber profiles. All outbound campaign messages are still managed by your Attentive team.

OpenAgent detects when a conversation needs escalation and can either notify a human agent through your connected helpdesk or send a message asking the customer to contact support via a different channel.

OpenAgent charges for conversations, not individual messages. SMS messages within a single support conversation are counted as one conversation regardless of how many back-and-forth messages it takes to resolve.

This integration is specifically designed for stores that already use Attentive as their SMS platform. If you need a standalone SMS support channel, OpenAgent also integrates with Twilio directly.

If a customer texts STOP, that signal is processed by Attentive according to their standard compliance flows. OpenAgent does not intercept or modify opt-out requests.

Related integrations

PostscriptTwilioKlaviyo

Connect Attentive to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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