How SMS messaging works
Every building gets a phone number guests can text. Here’s how inbound and outbound texting works in Rezi.
Texting is Rezi’s primary channel. Each building has a dedicated local phone number. Guests text that number; Rezi answers; and you can see and join any conversation from the dashboard.
SMS is the primary channel for a simple reason: it’s the one communication tool every guest already has and already checks. No app to download, no portal password to forget, no notification settings to fight. A guest who can text a friend can text their building, and that low friction is why adoption happens naturally instead of requiring a campaign.
Inbound: guest texts in
When a guest texts the building number, Rezi reads the message, searches the knowledge base, and replies, usually in under two seconds, in the guest’s language. You see the full thread in the Interactions view.
Behind that two seconds, a lot happens: Rezi identifies the sender (an existing guest, an upcoming guest, or a new inquiry), understands the request, retrieves the right facts from the knowledge base, and decides whether to answer, ask a clarifying question, flag an emergency, or escalate to you. Unknown numbers aren’t rejected, they’re treated as potential guests inquiring about a stay and handled accordingly.
Outbound: you or the AI text out
Rezi sends outbound texts for confirmations, follow-ups, and broadcasts. You can also jump into any conversation and type a reply yourself, Rezi steps aside when you take over.
The handoff between you and the AI is designed to be seamless from the guest’s side: your reply arrives in the same thread, from the same number, and when you’re done the AI quietly resumes handling routine follow-ups. There’s no “transferring you now” friction, the guest just experiences one continuous, responsive conversation.
Where everything lives
Every conversation, AI-handled or human-handled, text or call transcript, is stored in the Interactions view, searchable by name, number, or keyword. This becomes your system of record: when there’s a question about what was said, who reported what, or when a notice went out, the answer is one search away. Delivery status for each outbound message is tracked too, see delivery receipts.
Messaging is built in
Messaging is handled by Rezi under the hood. You don’t need any carrier account, numbers and delivery are handled for you, and the usual reliability and compliance rules are taken care of. See SMS compliance.
Can guests send photos?
Does texting cost guests anything?
Can I text a guest first, before they’ve ever texted in?
What happens if two guests text at the same time?
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