What happens to the company's SMS number if you stop the AI agent?

With Muzau, the number stays with the company. When the SMS agent is archived, its number stays reserved for it, and the SMS customers send to it are still kept. The company's next SMS agent takes over the number, but not the old agent's conversations.

What do you do with customer SMS left on the phone of a salesperson who is leaving?

The SMS left on a salesperson's phone leave with them. Before they go, ask them to tell each customer concerned which number to use from now on, and to tell you what is still in progress. With a number dedicated to the company, the question no longer arises: the conversations stay with the company.

Can several colleagues reply from the same business SMS number?

Yes. With Muzau, when the agent hands over, the person who takes over replies from the conversation, and the SMS goes out from the agent's number, not from a phone. Opening Muzau to colleagues requires the Pro or Enterprise plan: you add each one by their email address.

How do you separate your work SMS from your personal number?

By giving customers a number that belongs to the company, and no longer your phone. With Muzau, the SMS sent to the company's 09 number are read in the browser: the agent replies there, on its own or after your approval, and your team takes over from that same number. Customers who still write to your phone are told once, with the new number.

Dedicated number

Do you need a dedicated number for your business SMS?

Yes, a dedicated number for your business SMS stops customer messages landing on a personal phone and leaving with the person. With Muzau, each SMS agent gets its own 09 number, which stays with the company even if the agent is archived. The agent answers incoming SMS, on its own or after your approval. When it does not know how to answer, it hands over to your team, who pick up the conversation from that same number.

Why customer SMS end up on personal phones

A customer keeps the number of the person they dealt with, and that is who they write to: “Can I come by on Thursday?”, “Did you get my document?”. The SMS lands on that person's phone, between two meetings or on a Sunday evening, and nobody else sees it.

The day that colleague goes on leave, changes role or leaves the company, the conversations stay on their phone, and the customer writes to a number where nobody answers any more. A dedicated number fixes this: it belongs to the company, several people read what arrives, and the customer keeps the same number when the team changes.

How the agent goes about it

Input: The SMS your customers send to the company's 09 number
It does: Answers on its own or after your approval, hands over to the team for the rest
It delivers: Readable conversations in Muzau, and a number that stays with the company

One number per SMS agent, which stays with the company

Each Muzau SMS agent gets its own 09 number when it is created: it is the one you give your customers, and it belongs to the company. If you archive the agent, its number stays reserved for it, and an SMS sent in the meantime is still kept. The next SMS agent in your company takes over the number, and customers who write to it reach that agent. The old agent's conversations, however, do not move to the new one.

The number's SMS are read in Muzau, by the whole team

A customer's SMS to this number form one conversation, whose latest messages the agent rereads before answering. It is read in Muzau, open in the browser, and not on a colleague's phone. Team messages are told apart from the agent's. With the Pro or Enterprise plan, you add your colleagues by their email address, and each one signs in with it. A colleague you remove loses access with their next action in Muzau; the number does not change.

When the team takes over, the SMS goes out from the company number

When the agent hands over, the person who takes over writes their reply from the conversation, in Muzau, and it goes out from the agent's number, not from their phone. See how to answer SMS from a computer.

Rules set for the SMS number, not for each phone

On a shared number, the rules are set in Muzau, not on everyone's phone. Each agent reply goes out on its own or waits for your approval in a “To approve” card, depending on your setting. A customer who replies STOP receives no more SMS from the company, from neither the agent nor the team: see what a STOP triggers.

Moving to a business SMS number: the steps

With or without an agent, a dedicated number only works if customers use it instead of personal phones.

Take stock. Ask everyone which customers text them on their personal phone, and what is still in progress with them.
Put the number everywhere a customer looks for it: email signatures, quotes, invoices, the website.
Get it saved. Suggest the customer adds the number to their contacts under the company name: they find it when they want to write, and recognise your replies.
Tell the customers who still write to a personal phone. One sentence is enough, sent by the person they know: “To text us, please use this number from now on: the whole team reads it.”
Decide who reads, and when. A shared number nobody looks at is worse than a personal phone. Name who takes over conversations, and within what time.
Write the usual answers in a sentence or two: opening hours, address, usual lead time, document to provide. Everyone then replies the same way.
Plan for departures. When someone leaves the team, remove their access the same day. The number and the conversations stay.

The personal link can remain: when the conversation passes to the team, the person the customer knows can reply from the same number, and sign with their first name. To see what an AI can take on at this number, see whether an AI can answer your customers' SMS.

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What it does not do

It does not take over the old agent's conversations: when a new SMS agent takes over the number, each customer's next SMS opens a new conversation.
It only replies by SMS to French mobiles, starting 06 and 07: an SMS from a landline or a foreign number is still received, and a card lets you know.
The number stays with the company as long as it has its Muzau workspace: deleting the company from Muzau frees its numbers.

Autonomous does not mean unchecked. You set the level of autonomy of every agent, its limits cannot be crossed, everything it does is recorded in a plain-language log, and one gesture stops it all.

Frequently asked questions

What happens to the company's SMS number if you stop the AI agent?: With Muzau, the number stays with the company. When the SMS agent is archived, its number stays reserved for it, and the SMS customers send to it are still kept. The company's next SMS agent takes over the number, but not the old agent's conversations.
What do you do with customer SMS left on the phone of a salesperson who is leaving?: The SMS left on a salesperson's phone leave with them. Before they go, ask them to tell each customer concerned which number to use from now on, and to tell you what is still in progress. With a number dedicated to the company, the question no longer arises: the conversations stay with the company.
Can several colleagues reply from the same business SMS number?: Yes. With Muzau, when the agent hands over, the person who takes over replies from the conversation, and the SMS goes out from the agent's number, not from a phone. Opening Muzau to colleagues requires the Pro or Enterprise plan: you add each one by their email address.
How do you separate your work SMS from your personal number?: By giving customers a number that belongs to the company, and no longer your phone. With Muzau, the SMS sent to the company's 09 number are read in the browser: the agent replies there, on its own or after your approval, and your team takes over from that same number. Customers who still write to your phone are told once, with the new number.

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