> ## 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. # Handling replies > What happens when a customer responds to a reactivation message — and how the AI Receptionist takes it from there. Most of the value of reactivation isn't the send — it's what happens after. When a customer replies, the AI Receptionist takes over the conversation and (ideally) books the lead, all without you doing anything. ## What happens immediately on a reply 1. Customer's reply lands in your **Inbox** as a fresh conversation. 2. The conversation is tagged with the originating campaign so you can attribute it later. 3. The AI reads the reply in context: original send + reactivation campaign goal + your business profile. 4. AI drafts and sends a follow-up reply — usually within 5–10 seconds. 5. The conversation continues from there, normally. ## What the AI Receptionist tries to do For a reactivation context, the AI Receptionist is biased toward booking. If the customer says "yeah, I might have something for you," the AI Receptionist: * Asks clarifying questions about the job * Offers calendar slots if you have a calendar connected * Books the appointment and confirms If the customer is non-committal ("not right now, maybe later"), the AI Receptionist politely closes the conversation and tags the contact for a future touch. If the customer says STOP, we honor it — opt-out flag flips, future campaigns suppress, the conversation ends. ## Reactivation attribution We give each campaign a **7-day attribution window**. If a recipient replies and books an appointment within 7 days of receiving the reactivation message, the booking is attributed to that campaign. You see the attribution on the campaign results page. This matters for ROI math: "I spent 30 minutes building this campaign, sent to 200 contacts, got 6 bookings within a week — averaging \$X each — was it worth it?" ## Manually intervening If the AI Receptionist is mishandling a reactivation reply (or the customer is asking something the AI Receptionist doesn't know), take over the same way you would on any other inbox conversation: type a manual reply, or pause AI for that conversation. The campaign's results aren't affected by manual takeover — the booking still attributes if it happens. ## Replies from people NOT in the audience Occasionally a customer who got an old reactivation message replies weeks later. Those replies still come into your inbox, but they're not counted as campaign attribution (outside the 7-day window). ## STOP / unsubscribe Customers can opt out of reactivation messages specifically by replying STOP. This adds them to your org's opt-out list — they won't get future reactivation messages, AI auto-replies, or any other business-initiated SMS from your number. They CAN still send you a regular text (which routes to the inbox like any inbound), and the AI Receptionist can reply to that — STOP only blocks YOU initiating contact. ## Re-opting in If a customer who STOPped wants back on the list, they can text START or UNSTOP. We honor it instantly and they're eligible for future sends. ## Reading campaign results The campaign detail page (after the send fires) shows: * **Sent / Delivered / Failed** breakdown * **Replied** — count and conversations clickable to drill in * **Reactivated** — replies that resulted in pipeline movement * **Opt-outs** — anyone who STOPped during the window Tap any number to see the underlying conversations. So you can quickly review "show me the 6 reactivated contacts" and confirm they're real bookings. ## Next You're done with Reactivation. Next: The flip side of reactivation — capturing happy customers' reviews.