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AI Behavior controls how much of the customer SMS workflow Avidra handles automatically — from follow-up replies to urgency classification.

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What you configure

SettingPurpose
AI enabledMaster toggle for AI participation across the workspace
AI persona / nameHow the AI identifies itself in conversations (e.g., “Sarah from Mike’s Plumbing”)
LanguageLanguage used in AI-generated messages (defaults to English)
Messaging behaviorAI-controlled messaging rules tied to the workspace

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How each setting works

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AI enabled

This is the master switch. When AI is enabled:
  • Avidra generates and sends AI replies to inbound customer texts
  • Threads are classified for urgency and qualification
  • Emergency detection is active
When AI is disabled:
  • Avidra still captures leads and records messages
  • No automated replies are sent
  • All follow-up must be manual

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AI persona / name

The persona controls how the AI introduces itself. A natural, business-appropriate name improves engagement. Good: “Hi, this is Sarah from Mike’s Plumbing” — feels like a real person at the business Bad: “Hello, this is an automated system” — impersonal, customers disengage

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Language

Set this to match your primary customer base. Avidra can generate replies in multiple languages.

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How it affects workflows

When AI is enabled and allowed by plan and billing state, Avidra can:
  • Send AI-generated opening or follow-up replies
  • Continue inbound SMS conversations automatically
  • Classify thread urgency and intent
  • Support lead qualification workflows
  • Detect emergencies and escalate
When AI is disabled, Avidra still preserves leads and message records, but automated conversational behavior is skipped.
AI behavior is not controlled by this setting alone. Actual reply behavior also depends on plan entitlements, billing state, conversation-level AI state, and message caps. See AI SMS Conversations for the full list of conditions.

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Common mistakes

Enabling AI globally does not guarantee every thread will auto-continue. Billing blocks, plan restrictions, and SMS caps can all prevent replies independently.
  • Enabling AI globally and assuming every thread will always auto-continue
  • Forgetting that billing or plan restrictions can still block AI replies
  • Changing AI behavior without reviewing fallback SMS copy in Workspace Profile
  • Setting the persona to something generic — make it match your brand

AI SMS Conversations

Full AI reply conditions and flow.

Workspace Profile

Fallback SMS copy and business identity.

Billing and Plan

Plan requirements for AI features.