Skip to main content
Every SMS conversation shows up under CRM → Conversations, message by message, as it happens. Opening the page needs clients read; the SMS tab of the composer needs SMS write. The SMS tab is selected automatically when the contact has an active SMS session.
Conversations page with the list on the left showing an SMS row marked AI agent handling; the thread header reads SMS Session, AI handling, the Lumina badge and the agent's name; the composer banner reads The agent is handling this conversation. Your first reply takes it over and stops the AI, with Take control, Close session and Take over & send

A live Lumina thread while the AI is handling it

​
Reading a thread

The header shows SMS Session, a status pill, the engine badge, the agent’s name and — when a person has stepped in — Handled by a human. Bubbles are labelled Customer on the left, and on the right either the agent’s name or Human agent. Outbound rows carry a delivery icon; a failure shows Failed to send or Not delivered, and there’s no retry. Tool executions render as their own bubbles. System notes appear as centred pills:
  • The AI handed this conversation to the team
  • X has taken over this conversation
  • Conversation auto-assigned to Y (round-robin)
  • SMS sent to <number>: <body> and SMS to <number> was NOT sent (<error>): <body> — from the Send SMS tool
  • Transferred from X to Y, Couldn’t transfer to Y — reason. The current agent kept the conversation., Transfer to Y was undone — reason. X kept the conversation. and Transfer limit reached (5) — the current agent keeps the conversation — from the transfer tool
  • WhatsApp notice sent to Y (+57•••••4567), WhatsApp notice to the assignee not sent: reason and WhatsApp notice to Y failed: error — from the WhatsApp notice on handoff
Keyword confirmations and auto-close notes display in English, even in the Spanish interface.

​
When the AI asks for help

A Handoff tool moves the session to Human handling, shows Transfer (“Needs human attention”) on the row in the list, assigns someone round-robin from the tool’s pool, and — if AI handoff summary is on — writes an internal AI summary for the team. With the WhatsApp notice on, the assignee also gets a WhatsApp message.
The Transfer flag on the row means a handoff to a person. A transfer to another AI agent doesn’t set it — the AI keeps handling the conversation.

The Handoff tool

How the trigger, the pool and the summary are set up.

​
Taking over

Press Take control, or write a reply and press Take over & send. Either way:
  • The AI stops immediately — you’ll see Conversation taken over — the AI has stopped.
  • Your replies leave from the agent’s number.
  • Texts the customer sends while a person is handling are stored but not answered by the AI.
  • A reply without taking over is refused: the first reply is what takes the conversation.
Thread header with the Human handling pill and Handled by a human, the takeover system note, the banner You're handling this conversation — the AI has stopped replying, and the Return to AI, Close session and Send buttons

After taking over: the AI has stopped, you're replying

​
Returning to the AI

Return to AI resumes the same agent on the same session — Returned to the AI agent.
There’s no per-contact hold on SMS. The contact panel shows a Keep on human support checkbox (“New conversations from this client stay with a human instead of the AI”), but it only applies to WhatsApp conversations — on SMS it has no effect. Nothing stops the AI from handling this customer’s next SMS conversation.

​
Closing

Close session ends the thread — SMS session closed. Sessions also close on their own:
  • from the inactivity timeout (AI-handled sessions),
  • from the 24-hour backstop (any session, human-handled included),
  • from the End Chat tool,
  • from a STOP keyword.
If a customer texts again after STOP, a new session opens but every reply is blocked: the thread shows “Message not sent: this contact has opted out of SMS messages from this number.” See Compliance. When a session closes, several things happen at once: credits settle, the disposition tag is classified, sentiment and a summary are produced, contact memory is extracted, and Salesflow fires — on resolved entries and the SMS Chat Completed stage trigger. Sessions closed by STOP skip the analysis. The footer then reads “This session has ended”.

​
What doesn’t exist

  • Retrying a failed send.
  • Editing or deleting messages.
  • A hold that keeps future SMS conversations with a person (the checkbox in the contact panel is WhatsApp-only).

​
Next step

Outbound chats and Salesflow

Now the agent texts first.