The Inbox is where all of your one-on-one conversations take place. It provides a complete history of messages exchanged with each customer, including messages sent from campaigns, individual replies, and inbound texts. Think of it as your central communication hub for everything that is not a bulk campaign.
Key Features
Conversations View
Your Inbox displays all active conversations in a list on the left side of the screen. Each conversation shows the customer's name (or phone number if no name is on file), the most recent message, and a timestamp. Click any conversation to view the full message thread on the right side.
Sending a Message
To send a new message from the Inbox:
- Click the pencil icon to the right of the customers header to open the compose window.
- In the To: field, type the customer's name or phone number. If the customer exists in your account, their name will appear as a suggestion.
- Type your message in the text box at the bottom of the screen.
- Click the blue Send button on the bottom right.
You can also send MMS messages by attaching an image, PDF, or other media file before sending.
Adding a New customer from Inbox
If you are messaging someone who is not yet in your contact database, the platform will automatically create a new contact record when you enter their phone number in the To: field and send a message. You can edit their profile details afterward.
Contact Details Panel
When viewing a conversation, you can access the customer's full profile by clicking on their name or the details icon. From here you can:
- View and edit profile fields such as first name, last name, and email
- See custom field values associated with the customer
- View which groups the customer belongs to
- Check opt-in status and message history
Message Templates
Speed up your messaging by using pre-saved templates. Instead of typing the same responses repeatedly, create templates for common messages and insert them with a few clicks. Templates support personalization tags like {first_name} so each message feels personal.
To use a template, click the Templates icon in the message compose area, select your template, and it will populate the text field ready to send.
Emojis
Emojis are fully supported in both SMS and MMS messages. Click the emoji icon in the compose area to browse and insert emojis into your messages.
Search and Navigation
Search is available directly in the Inbox to help you find specific conversations quickly. You can search by:
- customer name
- Phone number
- Message content
- Keywords within conversations
Assigning Conversations
For teams with multiple users, conversations can be assigned to specific team members. This is especially useful for customer support workflows where you need to route inbound messages to the right person. Assigned conversations appear in that user's view, and alerts can be configured to notify the assigned user of new replies.
Tips & Best Practices
- Use message templates for frequently sent responses like directions, hours of operation, or welcome messages — this saves time and keeps messaging consistent across your team.
- Check your Inbox regularly or set up Alerts to receive notifications for new inbound messages so nothing falls through the cracks.
- When transitioning from another platform, send a brief introductory message from the Inbox to let customers know about your new number.
- Use the contact details panel to review a contact's history before responding — context helps you craft better replies.
Common Questions
Can I see messages sent from campaigns in the Inbox?
Yes. The Inbox shows a complete history of all messages exchanged with a customer, including campaign messages, scheduled sends, and individual replies.
Is there a character limit for messages?
Due to modern carrier capabilities, character counting is no longer a concern for standard messaging. Sending an SMS to a group and sending an MMS to a group should result in the same number of credits used.