While this seems like a great move for agents, your key challenge will be fighting spammers trying to use it. On top of that, you're sending over P2P routes instead of A2P routes which is against the carriers' terms of service and will likely lead to numbers getting blocked.
It's a little different because they're building for iMessage instead of just SMS, but you might look at the comments on this launch: https://news.ycombinator.com/item?id=48267829
I think something will need to change here to give agents access to systems, but this doesn't really work with the way telecoms are currently set up.