The Snoozed Numbers tab allows you to temporarily prevent your AI Receptionist from responding to text messages from specific phone numbers. This is useful when a member of your team is actively communicating with a patient or when you want to pause AI interactions temporarily.
You can access the Snoozed Numbers tab by navigating to:
New Settings → AI → AI Receptionist → Snoozed Numbers
Note: Snoozing a phone number only affects SMS conversations. It does not prevent the AI Receptionist from answering voice calls.
What Are Snoozed Numbers?
When a phone number is snoozed, the AI Receptionist temporarily stops responding to text messages from that patient.
This helps prevent duplicate conversations or conflicting responses when a staff member has taken over communication.
Patients can be snoozed automatically when a conversation is escalated or manually by your team.
Manually Snoozing a Number
To manually pause AI responses for a patient:
Select Add Number.
Enter the patient's phone number.
Choose the desired snooze duration.
Save your changes.
Once added, the AI Receptionist will stop responding to SMS messages from that phone number until the snooze expires or is removed.
Why This Is Useful
Manually snoozing a number is helpful when:
A staff member is handling a patient conversation.
A patient requests to communicate directly with the office.
Sensitive conversations require personal follow-up.
You want to temporarily prevent automated responses.
Managing Snoozed Numbers
The Snoozed Numbers list allows you to monitor every phone number currently paused from AI text conversations.
For each snoozed number, you can review information such as:
The patient's phone number.
The associated patient name (when available).
The remaining snooze duration.
The reason the number was snoozed.
From this page, you can also update or remove a snooze as needed.
Editing or Removing a Snooze
If a patient is ready to resume communicating with the AI Receptionist before the snooze expires, simply remove the snooze from the list.
You can also update the snooze duration if additional time is needed before AI responses should resume.
Once a snooze is removed or expires, the AI Receptionist automatically resumes responding to SMS conversations with that patient.
When Should You Snooze a Number?
Consider snoozing a phone number when:
A staff member has taken ownership of the conversation.
The patient has requested to stop automated responses temporarily.
Follow-up requires personalized communication.
An issue is being investigated and automated messages could create confusion.
In general, snoozing should be used as a temporary measure while your team communicates directly with the patient.
Best Practices
To get the most out of Snoozed Numbers:
Snooze numbers only when staff are actively managing the conversation.
Remove snoozes once follow-up has been completed so patients can continue interacting with the AI.
Review the Snoozed Numbers list periodically to ensure old snoozes are not left active longer than intended.
Use the shortest snooze duration that fits your workflow whenever possible.
Keeping your Snoozed Numbers list up to date ensures patients receive timely responses while allowing your team to take over conversations whenever a personal touch is needed.