> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avidra.net/llms.txt
> Use this file to discover all available pages before exploring further.

# AI SMS Conversations

> Understand how Avidra handles inbound SMS, AI replies, qualification, and conversation safeguards.

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.

<Note>
  AI SMS conversations are available on the Pro plan and above.
</Note>

## How a conversation flows

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Conversation is updated">
    Avidra stores the inbound message, creates or updates the conversation record, and logs a conversation turn.
  </Step>

  <Step title="Thread is classified">
    Avidra evaluates the thread for urgency, intent, and qualification signals. Emergency keywords trigger immediate escalation.
  </Step>

  <Step title="AI generates a reply">
    If all guard conditions pass, Avidra builds and sends an AI-generated response through Twilio — continuing the conversation naturally.
  </Step>
</Steps>

## 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

## When AI will reply

AI reply behavior depends on multiple conditions, not just a single toggle. All of these must pass:

| Condition                 | What it checks                                                              |
| ------------------------- | --------------------------------------------------------------------------- |
| AI enabled globally       | The workspace has AI turned on in [AI Behavior](/configuration/ai-behavior) |
| Plan allows AI SMS        | The workspace plan includes AI SMS conversations (Pro+)                     |
| Billing is active         | No billing blocks on the workspace                                          |
| Conversation AI is on     | AI has not been disabled for this specific thread                           |
| Daily SMS cap not reached | The workspace has remaining daily SMS allowance                             |
| Turn limit not reached    | The conversation has not hit the max AI turn count                          |
| Thread is not stale       | The conversation has not been auto-closed due to inactivity                 |

## When AI stops or skips replying

<AccordionGroup>
  <Accordion title="AI is disabled globally">
    Check [AI Behavior](/configuration/ai-behavior) settings to re-enable. When globally disabled, all threads fall back to manual-only.
  </Accordion>

  <Accordion title="Plan does not include AI SMS">
    AI SMS conversations require the Pro plan or above. Upgrade in [Billing and Plan](/configuration/billing-and-plan) to enable AI threads.
  </Accordion>

  <Accordion title="Billing is blocked">
    An inactive or blocked billing state prevents AI replies. Verify billing status in settings — this is the most common silent blocker.
  </Accordion>

  <Accordion title="Daily SMS cap reached">
    Each plan has a daily SMS sending limit. The cap resets the following day. Check [Usage and Limits](/configuration/usage-and-limits) for your plan's cap.
  </Accordion>

  <Accordion title="Max turn limit hit">
    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.
  </Accordion>

  <Accordion title="Thread auto-closed as stale">
    Conversations with no activity for an extended period are automatically closed. A new inbound message from the same caller re-opens the thread.
  </Accordion>
</AccordionGroup>

## Urgency detection and handoff

Avidra classifies threads in real time and can trigger special handling:

| Signal                 | What happens                                                                                                |
| ---------------------- | ----------------------------------------------------------------------------------------------------------- |
| **Emergency keywords** | Messages mentioning gas leaks, flooding, electrical hazards, or medical emergencies are flagged immediately |
| **High urgency**       | Same-day or ASAP requests are marked as urgent so your team prioritizes them                                |
| **Owner handoff**      | When the AI cannot resolve the request or the caller asks to speak to someone, the thread is escalated      |
| **Qualified lead**     | Once service need, urgency, and timing are all captured, your team is notified the lead is ready            |

<Warning>
  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.
</Warning>

## 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

<Tip>
  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](/configuration/ai-behavior).
</Tip>

## Related pages

<CardGroup cols={2}>
  <Card title="Conversations" icon="messages-square" href="/using-avidra/conversations">
    Monitor and manage SMS threads.
  </Card>

  <Card title="Notifications" icon="bell" href="/configuration/notifications">
    Set up alerts for leads and emergencies.
  </Card>
</CardGroup>