> ## Documentation Index > Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt > Use this file to discover all available pages before exploring further. # The Conversations inbox > Follow SMS threads live, take over from the AI, hand back, and close 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 ## 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**. | Status | Meaning | | ------------------------ | ---------------------------------------------------------------------------------------- | | **New** / **Active** | The session is open | | **AI handling** | The agent is replying | | **Human handling** | A person is replying; the AI has stopped | | **Ended** / **Resolved** | Closed | | **Expired** | Closed by the 24-hour backstop | | **Error** | The opening SMS was refused. See [Outbound chats](/en/sms-agents/outbound-and-salesflow) | 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 : ` and `SMS to was NOT sent (): ` — from the [Send SMS tool](/en/sms-agents/send-sms-tool) 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 writes an internal AI summary for the team. 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 ## 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](/en/sms-agents/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 Now the agent texts first.