SMS Line Routing Types
Routing Types
Each SMS line in Capacity can be configured with one of three routing types to control how inbound messages are handled. You'll find this setting inside the Guided Conversation Routing section of any individual line's detail page.
Incoming Catch-all
Any inbound text message — regardless of content — will automatically trigger the specified Guided Conversation. You do not need to configure keywords for this to work.
Best for: Lines where any contact-initiated text should immediately kick off an automated flow, such as an AI virtual agent for patient support or general inquiries.
Configuration: After selecting Incoming Catch-all, a Guided Conversations field will appear. Search for and select the Guided Conversation you want to trigger on any inbound message.
Important: Select the Inquiry variant of the GC to ensure it launches correctly when a message comes in.
Defined Keywords Only
A Guided Conversation will only launch if the inbound text matches a configured Keyword Responder.
Best for: Lines where only certain intentional inputs should trigger Guided Conversations.
Configuration: After selecting Defined Keywords Only, click Save & Go to Keywords to configure which keywords trigger which Guided Conversations on the Keyword Responders page.
📖 See also: Keyword Responders for full setup instructions on defining keywords.
Outbound-Only
No inbound routing is configured. The line can still send messages outbound — campaigns, API-triggered messages, transactional notifications — cannot receive inbound replies.
Best for: Dedicated campaign or notification lines.
Viewing Routing Across Lines
The Line Settings overview table shows routing configuration at a glance across all of your SMS lines:
| Column | What It Shows |
| Number | Phone number for the line |
| Name | Friendly name |
| Categorization | Informational, Transactional, or Marketing |
| GC Routing Enabled | Yes or No |
| Routing Type | Catch All, Keyword Driven, or Outbound Only |
| Enabled | Whether the line is active |
ℹ️ Note: Routing configuration changes take effect immediately for new inbound messages. Provisioning or deactivating a line requires assistance from the Capacity support team.