This was one of the challenges my company faced when building a product that enabled SMS as a support channel. SMS conversations never "end" in the way that we

This was one of the challenges my company faced when building a product that enabled SMS as a support channel. SMS conversations never "end" in the way that webchats do and also have a different ebb-and-flow. Completing a "call" involves spurts of near real-time messaging along with large time gaps (hours or days). Our early customers also spent a lot of time convincing their own customers that they were talking to real humans and not bots. Traditional call-center metrics were tough to apply though CSAT improvements were dramatic and almost instantaneous. Despite the lack of features compared to web chat, people really responded to SMS. I'm sure that was due to convenience (people are in their SMS/messaging client anyway) and that our customers staffed the lines with real people, rather than bots.