I work for a large electrical utility in the U.S. and I hear you! We have a good handle on sending texts but we're not very good at receiving them. We've recently started using Lex on AWS to manage two-way conversations and our customers are loving it. They don't want to call overwhelmed call centers during an outage and be on hold hearing "your call is important to us" for 30 minutes and further draining their cell phone battery that they need for emergency use.