> ## Documentation Index
> Fetch the complete documentation index at: https://fit4lifecare.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Fit4Life OS Frequently Asked Questions

> Answers to the most common questions about Fit4Life OS: the SMS bot, orders, exports, the AI assistant, and clinic data management.

Whether you are just getting started with Fit4Life OS or running a busy clinic day, these answers cover the questions operators ask most often. If you don't find what you need here, open the in-app AI assistant or contact support.

<AccordionGroup>
  <Accordion title="Do SMS bot orders automatically charge my customers?">
    No. When a customer places an order through the SMS bot, the bot generates a Clover invoice and sends the customer a payment link. The order only commits once the customer pays that invoice. A conversational "yes", or any other text reply, never charges anyone. No money moves until the customer completes payment through the Clover link.
  </Accordion>

  <Accordion title="What happens when a customer texts STOP?">
    The bot permanently opts that number out of all outbound messaging. No further messages are sent to that number, even if the customer has a pending order in progress. To resume communication, the customer must text START to re-opt in.
  </Accordion>

  <Accordion title="Can the bot see other customers' data?">
    No. Every bot tool call is scoped strictly to the sender's phone number. When a customer texts in, the bot can only look up orders, account details, and history that belong to that specific phone number. It has no mechanism to query or surface another customer's information.
  </Accordion>

  <Accordion title="Can someone text the bot claiming to be me (the owner) to get business data?">
    No. The SMS bot has no concept of an "owner" or "admin" role, and its tools include nothing financial or cross-customer. Revenue, margins, the customer roster, and business-level analytics are only accessible from the authenticated `/live` OS dashboard, never over text. Even if someone texts claiming to be the practice owner, they receive the same customer-scoped experience as anyone else.
  </Accordion>

  <Accordion title="A customer says they never got my reply, what do I check?">
    Open the Inbox and confirm the reply shows a sent status. If it does, work through these common causes:

    * **Opted out**: The customer may have previously texted STOP. They must text START to re-enable delivery.
    * **Number / config**: Confirm the customer's phone is valid and that the Twilio Messaging Service is configured.
    * **Message length**: Fit4Life OS automatically splits long messages and transliterates non-GSM-7 characters to stay within carrier limits, so a single oversized SMS can no longer be dropped.
  </Accordion>

  <Accordion title="Why doesn't my order show up in Finances or P&L?">
    Orders in `pending_payment` status are intentionally excluded from all revenue analytics. The platform only counts an order as revenue once the customer pays the Clover invoice and the order commits to `paid`. Check the order's status in the Orders view, if it reads `pending_payment`, it will appear in reports as soon as payment is received.
  </Accordion>

  <Accordion title="How do I export a customer list to share with my accountant?">
    Navigate to **Reports**, then select the **Customers** view. PII (names and phone numbers) is redacted by default; leave redaction on if your accountant does not need it. Choose your preferred format (**CSV** or **XLSX**) and click **Export**. The file downloads immediately to your browser.
  </Accordion>

  <Accordion title="Can the AI assistant edit my data without me knowing?">
    No. The assistant always presents a preview card showing exactly what it proposes to change before saving anything. You must click **Confirm** on that card to apply the change. If you close the card or ignore it, nothing is saved. The assistant will never silently write to your data.
  </Accordion>

  <Accordion title="How does the referral tree get built?">
    The referral tree is derived entirely from the **Referred by** field on each customer's profile. No referral data is inferred or fabricated. When you first set up the platform the tree will appear flat, it fills in as you record referral relationships by editing each customer's profile and selecting who referred them.
  </Accordion>

  <Accordion title="Why is the bot answering in categories instead of listing everything at once?">
    Your full product menu contains 37 items. Sending all of them in a single SMS would exceed carrier character limits, causing the message to be dropped or rejected. The bot routes broad requests by category so that every reply stays within the limit and arrives reliably. Customers can then ask for details on any specific category or product.
  </Accordion>

  <Accordion title="How do I add a customer that should be reachable by SMS?">
    Go to **/live/customers** and create a new customer record. Make sure you include their 10-digit mobile phone number in the phone field. The bot recognizes customers by their phone number, so as soon as the record is saved that customer can text in and interact with the bot, no additional setup required. (The bot is reply-only; it won't text them first.)
  </Accordion>

  <Accordion title="How long does my login session last?">
    Sessions last 24 hours from the time you log in. After 24 hours, Fit4Life OS redirects you to **/login** to enter the practice password again. There is no automatic extension.
  </Accordion>
</AccordionGroup>