Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt

Use this file to discover all available pages before exploring further.

When a customer texts your ServiceBooked number, the AI reads it, drafts a response, and sends — all within seconds. You can intervene any time.

​
How a typical conversation goes

  1. Customer texts your number with a question or request.
  2. AI receives it via webhook — instantly, no polling delay.
  3. AI checks context: who is this person? do we have history? what services apply?
  4. AI generates a reply using your business hours, services, knowledge base, and conversation history.
  5. AI sends the reply within ~5 seconds, from your business number.
  6. Customer replies again — back to step 2.
  7. At any point you can take over — type a manual reply in the inbox, and the AI defers to you.

​
The AI’s safety nets

A few cases where the AI explicitly doesn’t reply:
  • STOP / opt-out — customer texts “STOP” or “UNSUBSCRIBE”, we honor it instantly. They’re added to your opt-out list and we won’t text them again until they reactivate.
  • HELP — customer texts “HELP”, we send the standard “ServiceBooked helps service businesses respond to leads. Reply STOP to opt out” disclosure.
  • Outside business hours (configurable) — for some orgs, the AI replies anyway with a disclaimer (“we’re closed but I can take info”). For others it stays silent until you reply manually. Toggle in Settings → Business → AI hours behavior.
  • No subscription / past_due — if your billing isn’t current, AI replies pause. Customers get a polite “we’re unavailable right now” auto-message; you fix billing and the AI resumes.

​
Reading a conversation

Click any SMS conversation in the inbox to see the full thread. Each message is labeled:
  • Customer — incoming
  • AI — auto-generated outgoing
  • You — manual reply you typed
The AI’s reasoning isn’t shown in the thread (we don’t want to clutter the UX), but if you want to see why the AI said something specific, the conversation log on the back-end has reasoning attached. Talk to support if you need to debug a specific exchange.

​
Taking over the conversation

Three ways to intervene:

​
Type a manual reply

Just type into the message box at the bottom of the conversation view and hit Send. Your reply goes from your business number; the AI sees that you replied and stops auto-responding for that conversation.

​
Pause AI replies

For longer manual conversations where you don’t want the AI to chime in, click Pause AI at the top of the conversation. The AI stays silent until you click Resume AI or until the conversation has been quiet for 24 hours.

​
Mark resolved / close conversation

When the conversation is done, click Close. Future texts from this customer will start a fresh conversation thread.

​
Throttling and delivery

We rate-limit outbound SMS per-customer to prevent spam loops (e.g., a confused conversation where the customer keeps replying “What?” and the AI keeps trying). Maximum ~10 messages per side per hour to a given recipient. If a delivery fails (carrier filtering, dead number, etc.), we mark the message Failed in the thread. Most failures are caused by missing A2P 10DLC registration — see A2P 10DLC.

​
Language

The AI replies in whatever language the customer wrote in (when it can detect). For best results in non-English markets, set your default voice/AI language in Settings → Voice → Language.

​
Group SMS / MMS

Not currently supported — only one-on-one SMS. MMS messages (with images attached) are received but the AI doesn’t process the image; it’ll reply based on the text-only message.

​
Next

Web chat

The same AI but on your website widget.

Voice calls

Phone calls handled by the AI.