The AI carrying the full conversation by SMS via Twilio.
A customer texts Luna and the AI triages, answers and books by text, kept to short single-segment messages (the readout under each reply shows the per-text cost). Because SMS can't carry photos, a remote photo review is handed to WhatsApp / the online form. Mock CRM only: nothing here touches Joe's live system.
CRM record · Lupa
What the AI sees before replying — the new-vs-existing signal.
New lead. No CRM record matches this number — the AI greets them fresh and gathers details through triage.
Writes to CRM this session (0)
Nothing yet — book an appointment and it appears here.
L
Luna
online · Text message · SMS
Type a message to start an SMS conversation.
Email outbox
Booking confirmations to the customer, photo-review alerts to the clinical team. (The chat message is the primary confirmation; email is the secondary.)
No emails sent yet.
Team alerts · review & handoff
Two things land here on the same alert: teeth photos for a clinician to review, and customers who ask to speak to a person. Neither blocks the chat — the reply is relayed back into the conversation when the team responds.
Nothing waiting — press 📷 in the chat, or ask the assistant to speak to a human.