tl;dr: Use SMS when the customer can reply asynchronously and the next step is simple. Use voice AI when speed, call coverage, or intake context matters more.
Voice AI is having a moment for good reasons. It can answer quickly, collect details, and keep the customer from hitting voicemail. But SMS still wins in a lot of everyday home service workflows.
Where SMS wins
SMS works well for missed-call recovery, quote follow-up, review requests, photos, address collection, and appointment reminders. It gives the customer room to reply without stopping what they are doing.
Where voice AI wins
Voice AI is strongest when a customer expects a real-time call experience. That can include after-hours intake, overflow call coverage, urgent lead screening, and situations where a conversation needs more context.
The practical answer
Most businesses should not treat this as either-or. Use voice to catch calls and SMS to continue the conversation. The best workflow often combines both.