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SMS Inbox

Find incoming replies and turn an interested customer into the next conversation.

In the CRM: Messaging → Inbox

See who replied and to which number

Inbox lists incoming texts with the sender, the business number that received them, and the time. Use it to answer questions about an offer or follow up with someone who wants an appointment.

Anonymized examples. From is the customer; To is your receiving business number. Select the image to enlarge it.

Find and answer a message

  1. Use From for a customer number, ShortCode for the receiving number, Keywords for message text, or a start and end date.
  2. Choose GO. The page controls and 20, 50, 100 and 500 options change how many records you review.
  3. Read Incoming Text and check To, especially if you run several campaigns or brands.
  4. Open Action → SMS Reply. Review the recipient and sending number before sending your answer.
  5. Use Download Reports when you need an inbox record for review.

Carry the conversation forward

A prospect who asks “Can I book this week?” is ready for a specific answer. Confirm the service, offer the next booking step and keep the reply short. Give an AI agent clear business instructions when it handles the number.

For the shared workspace with SMS, social messages and website chats, open Conversations → Inbox. Messaging → Inbox is the incoming SMS record view.