Monitor Live SMS Conversations in the Fit4Life Inbox

The Operations Inbox gives you a live window into every SMS conversation your AI bot is managing. From a single screen you can read ongoing threads, reply manually, and take over from the bot whenever a patient needs a human touch. Navigate to /live/inbox to open it.

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What you see

The Inbox is split into two panes. Thread list (left pane) Every active SMS thread appears as a row showing:

• Customer name: resolved live from the customer record linked to that phone number, so a renamed customer always shows their current name. An unrecognized number shows as Unknown with its phone number.
• Last message preview: the most recent inbound or outbound message, truncated to one line.
• Relative time: how long ago the thread was last active (for example “2h”, “3d”, “Jun 25”). Hover for the exact timestamp.
• Status badges: AI (the bot is handling it) or You (a staff member took over), a red Opted out tag when the customer texted STOP, and an amber Needs reply tag when the customer’s last message is waiting and the bot is not handling it.

Opted-out and stale threads are de-emphasized and sorted to the bottom so active conversations stay on top. Message pane (right pane) Select any thread in the left pane to load the full conversation history on the right. Messages are ordered oldest-to-newest, wrap cleanly (including long payment links), and the pane auto-scrolls to the bottom so the latest exchange is always visible.

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Filter and triage the list

Above the thread list is a row of filter chips (each with a count):

• All: every thread.
• Needs reply: threads where the customer sent the last message and the bot is not in control, so they are waiting on a human.
• AI: threads the bot is currently handling.
• Unknown: texters who are not yet in your customer list (for example new leads or test numbers).
• Opted out: customers who texted STOP.

Combine a filter with the search box to narrow quickly. Search matches customer name, phone, and message text.

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Customer context panel

When you open a thread from a recognized customer, a context strip appears above the conversation showing their lifetime value, order count, location, reorder-due date, and last order, plus a View profile link. This gives you the full picture of who you are talking to without leaving the Inbox.

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Unknown senders and adding a customer

A texter who is not in your customer list shows as Unknown with their phone number. To turn them into a customer, open the thread and click Add as customer. This opens the new-customer form with the phone number prefilled. Once saved, the thread immediately shows their name and context on the next refresh.

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Real-time updates

The Inbox polls for new messages every few seconds. Incoming replies and outbound bot messages appear without requiring a page refresh. The thread list re-sorts automatically so the most recently active conversation floats to the top.

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Sending a manual reply

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AI vs. human control

Each thread displays a status badge indicating who is currently driving the conversation. To transfer control, use the Take Over / Return to AI toggle in the message pane header. Transferring to Human pauses all bot replies for that thread immediately.

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Handling send failures

If a manual reply can’t be sent, an error banner appears above the composer with the reason. The message is not appended to the thread. To recover, re-send by composing the message again; if it keeps failing, check that the customer’s phone is a valid number and that the Twilio + Messaging Service configuration is active (see Deployment & A2P).