From Bright Pattern Documentation
Prep Ahead for Replies
If you expect SMS responses and/or callbacks from the recipients of your campaign message, you will want to configure a separate inbound chat service and/or voice service to receive them and make sure that their hours of operation (HOPs) allow for enough time to process possible responses after your outbound messages are sent.
Chat services can utilize bots, agents, or both, and voice services can be directed to agents. For more information on creating inbound services, see section Chat Service Configuration and section Inbound Voice Service Configuration.