Just like on chat, a shopper reaching out via text message (SMS) can now verify their identity by providing their email or phone number (international format) and entering a one-time code sent by email or text. Once verified, AI Agent knows it's really them — and can go beyond answering questions to cancel orders, edit addresses, and take other real actions on their behalf.

Before, SMS was read-only for the AI Agent: any action that touched an order or subscription had to go to a human. Hard authentication removes that ceiling, so shoppers get resolutions on SMS instead of a handoff.

This is live for all merchants today, and it's the first step toward bringing the same capability to other channels, starting with social media.