> ## 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.

# Monitor Live SMS Conversations in the Fit4Life Inbox

> The Fit4Life OS Operations Inbox shows every active SMS bot thread in real time, lets you send manual replies, and supports instant human takeover.

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.

<Note>
  The Inbox is the only place in Fit4Life OS where you can monitor and intervene in live bot conversations. Bookmark it so your front-desk team can reach it instantly.
</Note>

## 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.

## 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.

## 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.

## 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.

## 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.

## Sending a manual reply

<Steps>
  <Step title="Select the thread">
    Click the customer's row in the thread list to open their conversation.
  </Step>

  <Step title="Compose your message">
    Type your reply in the text box at the bottom of the message pane.
  </Step>

  <Step title="Send">
    Click **Send**. Your message goes out via SMS and is appended to the conversation history. Sending also auto-takes-over the thread (the bot stops auto-replying).
  </Step>
</Steps>

## AI vs. human control

Each thread displays a status badge indicating who is currently driving the conversation.

<CardGroup cols={2}>
  <Card title="AI" icon="robot">
    The bot is handling replies automatically. Incoming messages are processed and responded to without staff involvement.
  </Card>

  <Card title="Human" icon="user">
    A staff member has taken over. The bot will not send automated replies to this thread until control is returned to AI.
  </Card>
</CardGroup>

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.

## 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](/docs/architecture/deployment)).

<Note>
  Historically the most common "Send Failed" was a backend bug (a numeric thread key), now fixed. A genuine send failure now is a carrier/number/config issue, not the UI.
</Note>