Advanced Conversation Management

Overview

Advanced Conversation Management provides powerful tools for manually intervening in AI text conversations when needed. These features allow you to view and edit the AI's conversation history, and reprocess messages that failed or encountered errors.

Use Cases:

• AI processing failed or timed out
• Contact's AI was accidentally disabled before response was sent
• Need to fix conversation context before reprocessing
• AI had an error (e.g., couldn't check calendar availability) that's now resolved
• Need to manually add context for the AI

Important: These are manual intervention tools for edge cases and troubleshooting. Normal message processing is completely automatic and doesn't require any of these features.

Accessing Advanced Tools

Step 1: Navigate to a conversation with a contact

Step 2: Click the (ℹ️ Metadata) on any message to open the metadata dialog

Step 3: Scroll to the bottom to see the "Advanced" section

Available Actions:

• View and Edit AI Conversation - Manage the conversation history
• Reprocess Current Message with AI - (Inbound messages only) Retry AI processing

Understanding Conversation History

What is Conversation History?

The AI maintains a conversation history that includes:

• All messages exchanged with the contact
• Context from previous interactions
• Custom context you manually add

This history is stored separately from your message thread and is what the AI uses to generate responses.

Why Edit Conversation History?

You might need to edit conversation history to:

• Remove irrelevant messages that might confuse the AI
• Add context the AI should know (e.g., you had a phone call with the customer, didn't reach a resolution, but want to add some back and forth messages so the ai is aware of that)
• Fix mistakes before reprocessing a message
• Clean up after errors or issues

Important: Editing conversation history only affects what the AI sees - it doesn't change your actual message records in the thread.

Viewing and Editing Conversation History

Opening the History Editor

Step 1: Click the info icon on any SMS message

Step 2: In the metadata dialog, click "View and Edit AI Conversation"

Step 3: The conversation history editor opens

Understanding the Display

Message Cards:

• Gray background - User messages (the contact)
• Blue background - AI Assistant messages
• Each shows timestamp and content

Message States:

• Normal - No pending changes
• Red background + "Marked for Deletion" - Will be deleted when you save
• Green background + "Pending Save" - Will be added when you save

Deleting Messages

To Delete a Message:

Step 1: Click the trash icon on the message

Step 2: Message turns red with "Marked for Deletion" badge

Step 3: Click trash icon again to unmark (if you change your mind)

Step 4: Click "Save Changes" to apply

Common Deletion Scenarios:

• Remove test messages
• Delete confused/irrelevant messages
• Clean up duplicate messages
• Remove messages that were generated but not sent

Adding Context Messages

Sometimes you need to add context that wasn't explicitly in the conversation.

To Add a Message:

Step 1: Click "Add Context Message" button at bottom

Step 2: Form appears (auto-scrolls into view)

Step 3: Select role:

• User - Message from the contact
• AI Assistant - Message from the AI

Step 4: Type the message content

Step 5: Click "Add Message"

Step 6: Message appears with green "Pending Save" badge

Step 7: Click "Save Changes" to apply

Example Context Messages:

User Role:

• "I am the homeowner"
• "My zip code is: 90210"

AI Assistant Role:

• "I understand you need HVAC repair"
• "I've noted you're interested in our premium service"

When to Add Context:

• Information was communicated outside the text thread
• Need to set specific context for AI's next response
• Want to prime AI with important facts

Reviewing Before Saving

Before clicking "Save Changes", review:

• ✅ Messages marked for deletion are actually irrelevant
• ✅ Added messages provide helpful context
• ✅ Order and flow make sense
• ✅ No critical information is being removed

Remember: Changes take effect immediately when you save and will affect future AI responses for this contact.

Saving Changes

Step 1: Review all changes (deletions show in red, additions in green)

Step 2: Click "Save Changes" button

Step 3: Wait for success message

Step 4: History reloads showing final state

Step 5: Click "Close" to exit

Reprocessing Messages

What is Reprocessing?

Reprocessing sends an existing inbound message back through the AI for a fresh response attempt.

When to Reprocess:

• AI processing failed or timed out originally
• AI was accidentally disabled before response was sent
• Error occurred (calendar availability, etc) that's now resolved
• You've edited conversation history and want AI to respond with new context

What It Does:

• Takes the existing message content
• Uses current conversation history (including any edits you made)
• Sends through AI for processing
• AI generates a new response
• Does NOT create a duplicate message in thread

Opening the Reprocess Dialog

Step 1: Click info icon on the inbound message you want to reprocess

Step 2: In the metadata dialog, click "Reprocess Current Message with AI"

Important: This button only appears for inbound messages (messages from the contact)

Pre-Reprocessing Checklist

Before clicking "Reprocess Message", verify:

✅ Text AI is enabled for this contact

• Go to contact page and check AI status
• If disabled, enable it first

✅ Should you actually re-process this message for a new response?

• Go to AI Agents > Text AI Logs
  • find the log for the inbound message (you can search by contact name, contact id etc.)
  • Did the AI turn itself off with a conditional tool action?
    • If so, are you sure that you want to regenerate a response?
    • If you do, you should probably edit that conditional tool's "condition" first to make sure it doesnt just do it again (make it more explicit about what the AI should be looking for)
  • Did the AI End the Journey with a conditional tool action?
    • If so, are you sure that you want to regenerate a response?
    • If you do, you should probably edit that conditional tool's "condition" first to make sure it doesnt just do it again (make it more explicit about what the AI should be looking for)
      • This should be accomplished by restarting a Journey for the contact
        • Then, you should add in context messages for the AI (when a journey ends, the AI's conversation history is cleared)
        • Then, mark the contact as DND for SMS (If you want to avoid sending the initial journey message again)
        • Then, on the contact page, in the "opportunities" card, click "Add to Journey" and select the appropriate journey (This will re-assign the appropriate AI agent and allow you to it to follow up when appropriate while working toward its goal of scheduling, qualifying, etc.)
        • Then, check the conversation for this contact. You should see a failed outbound message (you can click on the metadata and see it failed because DND is enabled)
        • Then, edit the AI's conversation history to include the messages back and forth that the AI should be aware of
        • Then, go back to the contact, and uncheck Do Not Text (disable DND for SMS)
        • Then, go to the conversation one last time. At this point you could regenerate the response with AI, or simply type out what you want to say and send it to the contact. AI will see this in its conversation history, and when your contact responds will be able to pick back up where you left off
  • Did a different user turn off the AI preventing the response?
    • On the contact page, look at the activity column (more recent activities toward the bottom)
    • If a team member disabled the AI, you will see who did it and when
    • Consult with your team on how to proceed

✅ Previous errors are resolved

• Calendar availability issues fixed
• Other errors, bad phone number etc, are fixed
• If you see an error that is not solvable by you, please screenshot the log, and alert [email protected], but you can still regenerate the response. Issue was likely transitory.

✅ Contact doesn't have excluded tags

• Check contact tags
• Remove any tags that would exclude them from AI

✅ Agent is active and properly configured

• Verify AI agent is active
• Check agent settings are correct

The dialog shows these reminders in an amber warning box.

Alternative to Reprocessing

Green info box shows:

"Encountered an error which is now resolved and you want to jumpstart the conversation again? Simply go back to the conversation thread, and send whatever message you would like to your contact. When they respond, the AI will see the message you sent, and their response and pick up where you left off! (Ensure AI is on before you walk away)."

When to Use This Alternative:

• Simpler than reprocessing
• Error is resolved and you just need to continue conversation
• You want to manually send a specific message

How It Works:

1. Go back to the conversation thread
2. Type and send your message to contact
3. When they reply, AI processes their reply normally
4. AI sees your manual message + their reply in context
5. Conversation continues naturally

Understanding the Reprocess Dialog

Message Preview: Shows the exact message that will be reprocessed.

Important Checks Section (Amber):

• Make sure Text AI is enabled
• Resolve previous errors first
• AI will use current conversation history
• Won't create duplicate messages

Alternative Approach Section (Green):

• Suggests manually sending a message instead
• Often simpler for getting conversation going again

Executing the Reprocess

Step 1: Verify all checks are complete (AI enabled, errors resolved)

Step 2: Click "Reprocess Message" button

Step 3: Wait for confirmation

Step 4: Dialog closes automatically on success

What Happens:

• Message is queued for AI processing (1 second delay)
• AI fetches current conversation history
• AI generates response based on message + conversation history context
• Response is sent to contact via SMS
• Process takes a few seconds total (longer if looking up availability or executing multiple tools, maybe 8-12 seconds)

After Reprocessing

Check Results:

1. Go back to conversation thread
2. Wait for AI response to appear (usually within 5-15 seconds)
3. Verify AI responded appropriately
4. Check AI agent logs if needed

If AI Doesn't Respond:

• Check contact page - is AI actually enabled?
• Check for excluded tags (tags are near the bottom of the first column on a contact page. Tags that are categorized as exclusion tags can be found in Settings > Text AI)
• Review agent logs for errors
• Try the manual message alternative instead

Common Scenarios

Scenario 1: AI Failed to Respond

Problem: Contact sent message but AI never responded.

Solution:

Step 1: Check why AI didn't respond:

• Was AI disabled for contact?
• Did agent have configuration error?
• Did a timeout occur?

Step 2: Is the correct agent assigned? Refresh either the contact or conversation page to see the currently assigned agent If Journey opportunity was ended/completed etc. and you want them chatting with the Journey agent, but they currently show 'default global agent', see steps above for re-initiating Journey. (Reprocessing checklist > Should you actually re-process this message for a new response?)

Step 2: Fix the underlying issue.

Step 3: Open message metadata > Reprocess Message

Step 4: Verify AI is enabled and click "Reprocess Message"

Result: AI processes message and sends response

Scenario 2: Calendar Error Resolved

Problem: AI tried to check calendar availability but encountered an error. You've now fixed the calendar (ie, made sure users are in calendar AI tried to access, Users have availability, If in AI Selection mode your instructions are correct and include a fallback calendar).

Solution:

Step 1: Fix calendar issue

Step 2: Open the original message metadata

Step 3: Click "Reprocess Message"

Result: AI retries with working calendar connection

Alternative: Send manual message saying "Do you prefer mornings or afternoons?" (or look up actual dates and times and offer them) and let contact reply to continue

Scenario 3: AI Disabled by Mistake

Problem: You accidentally disabled AI while contact was mid-conversation. AI never sent its response.

Solution:

Step 1: Re-enable AI for the contact

Step 2: Find the last inbound message from contact

Step 3: Open metadata > Click "Reprocess Message"

Result: AI generates and sends the response it should have sent originally

Scenario 4: Need to Add Missing Context

Problem: Contact mentioned something outside the text thread (phone call, email) that AI should know about.

Solution:

Step 1: Open any message metadata > "View and Edit AI Conversation"

Step 2: Click "Add Context Message"

Step 3: Select "User" role

Step 4: Type the context (e.g., "User called and confirmed they need emergency service tonight")

Step 5: Click "Add Message" then "Save Changes"

Result: AI now has this context for future responses

Alternative: Send a message yourself mentioning it, then let contact respond naturally. Example ("Thanks for chatting with me on the phone about your project. Let's get you scheduled. Does Wed Nov 12 at 4:30 PM Eastern time work for you?")

Scenario 5: Confused AI from Bad Messages

Problem: AI is confused due to test messages or irrelevant content in history.

Solution:

Step 1: Open any message metadata > "View and Edit AI Conversation"

Step 2: Mark test/irrelevant messages for deletion (click trash icon)

Step 3: Messages turn red with "Marked for Deletion"

Step 4: Click "Save Changes"

Result: AI's context is cleaned up, future responses should be more accurate

Best Practices

When to Use These Tools

Use Advanced Tools When:

• ✅ AI processing failed or encountered errors
• ✅ Manual intervention is needed for edge cases
• ✅ Testing and debugging agent behavior
• ✅ Need to fix conversation context

Don't Use When:

• ❌ Normal message processing is working fine
• ❌ You just want to send a message (just send it normally)
• ❌ Every conversation (this is for exceptions only)

Editing Conversation History

Best Practices:

• Review full history before making changes
• Only delete truly irrelevant messages
• Add context that's factual and helpful
• Save changes before reprocessing messages
• Don't remove important context accidentally

Avoid:

• Deleting large portions of context
• Adding made-up information
• Constantly editing for minor tweaks
• Removing critical conversation flow

Reprocessing Messages

Best Practices:

• Fix underlying issues first (enable AI, resolve errors)
• Always check the AI Text Logs before reprocessing a message to see why a response was not sent. (errors, AI turned itself off for a legitimate reason, etc.)
• Always ensure the right Agent is assigned to the contact (If the AI ended the Journey, the global agent will now be assigned, fix conversation history, add to Journey, see above in Reprocessing checklist)
• Consider manual message alternative for simple cases
• Check agent logs after reprocessing
• Only reprocess when necessary

Avoid:

• Reprocessing multiple times rapidly
• Reprocessing when AI is still disabled
• Reprocessing without resolving original error
• Using reprocess as normal workflow

Troubleshooting

Problem: Can't Find Advanced Section

Solution:

• Only appears for SMS messages
• Must click info icon on specific message
• Scroll to bottom of metadata dialog

Problem: Save Changes Button Doesn't Appear

Solution:

• No changes have been made yet
• Either delete messages or add new messages
• Button only appears when changes are pending

Problem: Reprocess Button Doesn't Appear

Solution:

• Only shows for inbound messages (from contact)
• Won't show for outbound messages (from you/AI)
• Only appears in SMS message metadata

Problem: Reprocessing Fails with Error

Common Errors:

"Contact does not have AI enabled or has DND SMS"

• Go to contact page and enable AI, uncheck DND SMS etc
• Retry reprocessing

"Contact has excluded tags"

• Check contact tags
• Remove excluded tags
• Retry reprocessing

"No AI agent assigned"

• Contact needs an assigned agent or account needs global default agent
• Fix agent assignment
• Retry reprocessing

Problem: AI Still Doesn't Respond After Reprocessing

Checklist:

1. Is AI actually enabled for contact? (Check contact page)
2. Does contact have excluded tags?
3. Is agent active and configured correctly?
4. Check AI agent logs for error messages
5. Try manual message alternative instead
6. Are messaging failing due to a bad/unreachable phone number (see metadata on outbound message, failure reason)

If Still Stuck:

• Review agent logs for clues
• Try sending manual message to test AI
• Contact support if agent appears broken

Problem: Changes to History Don't Seem to Work

Solution:

• Verify changes saved successfully (success message appeared)
• Changes only affect future AI responses, not past ones
• Refresh conversation history editor to see current state
• Check AI agent logs to see what history AI actually used

Monitoring and Logs

AI Agent Logs

View what actually happened when reprocessing:

Access: AI Agents page > Logs tab

Look For:

• Reprocessed message entries
• AI's response generation
• Any errors during processing

Use For:

• Debugging reprocess failures
• Verifying AI saw edited history
• Understanding AI's decision-making

Message Metadata

Each message shows:

• Delivery status
• Processing information
• Provider details
• Timestamps

Use For:

• Confirming message was sent
• Checking for delivery issues
• Debugging message flow

Related Features

• AI Text Agents - Configure and manage AI text agents
• Conditional Tools - Automatic AI actions based on conversation
• Field Extractors - Extract conversation data to contact fields

Summary

Advanced Conversation Management tools provide powerful manual intervention capabilities:

View and Edit Conversation History:

• Add missing context
• Remove irrelevant messages
• Fix conversation flow
• Prepare for reprocessing

Reprocess Messages:

• Retry failed AI processing
• Process messages after errors resolved
• Generate response after accidental AI disable

Remember: These are edge case tools. Normal AI operation doesn't require any of this - messages process automatically with no intervention needed.

Use these tools when things go wrong, not as part of regular workflow.