How a conversation works

Your assistant texts like a helpful person at your shop: short, warm and never pushy. These rules hold in every conversation, for every brand.

One question at a time

Each message is a sentence or two with one question. The assistant mirrors the customer’s tone and length, acknowledges how they feel before anything else, and never argues or pressures.

No link before the customer replies

The first message is short and personal, with no link, no code, no picture and no phone number. Links, checkout pages and codes come only after the customer writes back. That keeps the first text feeling like a message, not an ad, and it’s how texts keep landing in the inbox.

Every opener is written for that customer. Nobody gets the same template as everyone else.

An honest assistant

• It introduces itself by name: “it’s Mia from the Lumen team”. You choose the name in Settings › Store › Your assistant.
• If a customer sincerely asks whether they’re talking to a person, it says plainly that it’s your AI assistant and that a teammate can jump in any time. This can’t be turned off.
• It never claims to be human and never makes up personal details.

Only true facts

Prices, stock, shipping and policies come from your store and the facts in your brand profile. Discounts come only from your discount ladder. If the answer isn’t there, the assistant says it’ll check with the team and hands the conversation to a person instead of guessing.

Timing and limits

• Quiet hours: outreach only in the customer’s local daytime. Replies continue while they’re texting. See Timing and quiet hours.
• One follow-up at most if they don’t reply, then it stops.
• Consent first: nothing sends without recorded consent. See Who gets texts.

Opt-outs win, always

A customer who says STOP, or clearly asks to stop, is unsubscribed straight away. The conversation ends and nobody can text them from BubbleSMS again. See STOP and opt-outs.

iMessage and SMS

Customers on iPhone get iMessage, the blue bubble. Android customers get SMS once your carrier registration is approved.