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After a lead is created, inbound customer texts continue as a tracked Avidra conversation. The AI handles the back-and-forth automatically — collecting service details, assessing urgency, and keeping the caller engaged until your team is ready.
AI SMS conversations are available on the Pro plan and above.

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How a conversation flows

1

Customer replies by SMS

The caller responds to Avidra’s initial text-back. This could be as simple as “Yes, I need help” or a detailed description of their problem.
2

Message is validated and matched

Avidra validates the Twilio webhook, identifies the workspace by the called number, and matches the message to an existing lead by caller phone number.
3

Conversation is updated

Avidra stores the inbound message, creates or updates the conversation record, and logs a conversation turn.
4

Thread is classified

Avidra evaluates the thread for urgency, intent, and qualification signals. Emergency keywords trigger immediate escalation.
5

AI generates a reply

If all guard conditions pass, Avidra builds and sends an AI-generated response through Twilio — continuing the conversation naturally.

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Example AI conversation

Here is what a typical AI SMS thread looks like after a missed call to an HVAC company:
Avidra: Hi, this is Cool Air HVAC. Sorry we missed your call — what can we help you with? Customer: AC isn’t cooling. It’s been running all day but the house is still hot. Avidra: That sounds uncomfortable. Is this a residential or commercial unit? Customer: Residential. It’s a central unit, maybe 8 years old. Avidra: Got it — residential central AC, not cooling properly. How urgent is this? Do you need someone today? Customer: Tomorrow morning would be fine. Avidra: Perfect. I’ll have the team reach out to confirm a time for tomorrow morning. Thanks for the details.
Your team receives a qualified lead with:
  • Service: AC not cooling — central residential unit
  • Urgency: Next-day (tomorrow morning)
  • Status: Ready for callback and scheduling

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When AI will reply

AI reply behavior depends on multiple conditions, not just a single toggle. All of these must pass:
ConditionWhat it checks
AI enabled globallyThe workspace has AI turned on in AI Behavior
Plan allows AI SMSThe workspace plan includes AI SMS conversations (Pro+)
Billing is activeNo billing blocks on the workspace
Conversation AI is onAI has not been disabled for this specific thread
Daily SMS cap not reachedThe workspace has remaining daily SMS allowance
Turn limit not reachedThe conversation has not hit the max AI turn count
Thread is not staleThe conversation has not been auto-closed due to inactivity

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When AI stops or skips replying

Check AI Behavior settings to re-enable. When globally disabled, all threads fall back to manual-only.
AI SMS conversations require the Pro plan or above. Upgrade in Billing and Plan to enable AI threads.
An inactive or blocked billing state prevents AI replies. Verify billing status in settings — this is the most common silent blocker.
Each plan has a daily SMS sending limit. The cap resets the following day. Check Usage and Limits for your plan’s cap.
Avidra limits the number of AI turns per conversation to avoid runaway threads. Once the limit is reached, the thread continues in manual-only mode.
Conversations with no activity for an extended period are automatically closed. A new inbound message from the same caller re-opens the thread.

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Urgency detection and handoff

Avidra classifies threads in real time and can trigger special handling:
SignalWhat happens
Emergency keywordsMessages mentioning gas leaks, flooding, electrical hazards, or medical emergencies are flagged immediately
High urgencySame-day or ASAP requests are marked as urgent so your team prioritizes them
Owner handoffWhen the AI cannot resolve the request or the caller asks to speak to someone, the thread is escalated
Qualified leadOnce service need, urgency, and timing are all captured, your team is notified the lead is ready
Emergency detection relies on keyword and context analysis. It is not a substitute for a dedicated emergency line. If your business handles true emergencies, keep a monitored phone line active.

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What to monitor

  • Inbound messages arriving with no AI reply — check billing and SMS cap first
  • Conversations auto-closing due to staleness — reduce stale timeout if needed
  • Unmatched replies that did not attach to a lead — inspect in the Conversations view
  • Thread quality — review AI replies periodically to make sure they match your brand tone
Review your AI conversations weekly. Look at the replies Avidra is sending and confirm they match the language and tone your customers expect. You can adjust the AI persona in AI Behavior.

Conversations

Monitor and manage SMS threads.

Notifications

Set up alerts for leads and emergencies.