The AI Receptionist helps manage patient conversations automatically—but you always have full control. This guide shows you how to monitor conversations, step in when needed, and manage the Snooze List.
Monitoring Conversations in the Message Center
Access the Message Center
Log in to your Practice by Numbers account
Navigate to your SMS messages.
Identify Active AI Receptionist Conversations
Look for patient names with a green dot
This indicates the AI Receptionist is actively responding to that patient
Check AI Receptionist Status
At the top of the Message Center, you’ll see the current status:
Live → The AI Receptionist is actively responding
Disabled → The AI Receptionist is not responding
After-Hours → The AI Receptionist (SMS) will be responding only in non-business hours
This status updates automatically based on your configured reply settings (e.g., business hours).
View a Conversation
Click on a patient’s name
Review the conversation thread
Message Types:
Blue messages → Sent by your team
Purple messages → Sent by the AI Receptionist
Patient messages → Standard text messages
Taking Over a Conversation (Manual Override)
If you need to step in and respond to a patient directly:
Open the active conversation
Click Manual Override
What happens next:
The patient’s number is added to the Snooze List
The AI Receptionist will stop responding
You can now take over the conversation manually
Managing the Snooze List
The Snooze List allows you to temporarily stop the AI Receptionist from responding to specific phone numbers.
Access the Snooze List
In the Message Center, click the settings/options icon (gear or three dots)
Select Snooze List
View Snoozed Numbers
You’ll see:
A list of phone numbers
Their remaining snooze time
Add a Number to the Snooze List
Click Add Number
Enter the phone number
Select a snooze duration:
24 hours
Forever
Custom
Confirm
Remove a Number from the Snooze List
Find the number in the list
Click Remove
Confirm
The AI Receptionist will resume responding to that number.
Edit Snooze Duration
Locate the number in the Snooze List
Click Edit or Modify
Update the snooze duration
Confirm changes
When to Use the Snooze List
Use the Snooze List when:
A patient requests to speak only with a human
You are handling a sensitive or complex situation
You want to temporarily pause automated responses
Key Takeaways
The AI Receptionist handles conversations automatically, but you remain in control
Use Manual Override to take over any conversation
The Snooze List prevents automated replies for selected patients
You can add, remove, or edit snoozed numbers at any time