Best Practices for Handling SMS in Oracle Service Cloud

We are currently using Oracle Service Cloud and are looking to streamline our SMS communication process with customers. Specifically, when a customer sends an SMS with a simple greeting like "Hi" or "Hello," we do not want to create an incident immediately. Instead, we want to initiate a conversation to gather more information before creating the incident.

Our desired workflow is as follows:

1. Customer sends an SMS with "Hi" or "Hello."
2. The system responds by asking the customer to provide their name.
3. Once the customer provides their name, the system asks for a description of the problem.
4. Additional necessary information is collected in a similar manner.