Give replies a shared home
Incoming SMS can enter the unified Inbox as a customer conversation. Agents can read, assign and answer the request without forwarding messages between personal phones.
MESSAGE SMS
Text your customers.Answer what comes next.
Use text messages for timely business updates and supported opted-in messaging. Bring inbound SMS into the Inbox so customers can reach a team when the next question comes back.
Messaging setup, sender approval, usage charges and recipient consent apply.Business messagingReplies in InboxConsent and sender controls
01 / Two-way support01 02 03
A text should open a conversation.
An update is only useful if the customer can get help with it. Connected inbound SMS belongs beside the team’s other support requests.
See the customer’s context
Bring eligible related requests into view. A question about a delivery may belong to an existing ticket, so the team can pick up the issue instead of creating disconnected work.
Coordinate internally
Ask a colleague for help from the Team dock while keeping the customer’s message open. Internal discussion stays separate from the customer-facing reply.
02 / Opt-in & delivery01 02 03 Explore Message Verify
Reach people who asked to hear from you.
Messaging starts with a clear purpose and a permitted sender. Supported marketing-plugin flows verify the subscriber and record consent before a promotional send.
Collect a real opt-in
The supported plugin records the disclosure, source and verification associated with a subscription. A phone number found in an order record is not automatically an invitation to send marketing.
Respect the person’s choices
Opt-outs are checked before sending. Subscriber timezone and the supported sending window help keep promotional messages out of inappropriate hours.
Understand the result
Accepted, delivered and failed are different outcomes. Carrier acceptance is not proof of delivery, so use available reports and delivery events to understand what happened.
03 / Business senders01 02 03 Read messaging setup documentation
Get the foundation right before you send.
For supported US application-to-person messaging, register the business and campaign, connect the number and wait for the required approvals.
Register the business
Provide accurate brand information through the messaging setup. The registration status tells you whether the business is ready for the next step or needs attention.
Describe the use case
Campaign registration covers the purpose, sample messages and opt-in flow. A carrier registration campaign is not the same thing as a finished bulk-marketing automation.
Connect an eligible number
Attach an appropriate number to the approved configuration. Sender status, campaign eligibility, balance and sending limits determine whether an actual message may be sent.
THE EVERYDAY DETAILS
Messaging with the right controls.
Give the business a useful channel without hiding the requirements that make it work.
Support replies
Handle connected inbound SMS and customer replies in the shared Inbox. Assignment and context help the team coordinate its response.
Consent records
Supported plugin subscriptions include the consent disclosure and source. Preserve that context instead of treating a contact list as a permission list.
Verified subscribers
The marketing-plugin flow requires a recent phone verification before subscribing. The person confirms access to the destination rather than only typing someone else’s number.
Opt-out checks
A suppressed or unsubscribed number should not be silently re-enabled by replaying an old subscription request. A fresh permitted opt-in is a separate action.
Delivery visibility
Use available messaging reports to review volume, errors and opt-out signals. Investigate failed sends instead of promising guaranteed arrival.
Developer access
Use scoped API credentials and the supported messaging endpoints. Keep credentials on the server and handle retry and idempotency behavior in the integration.
MAKE IT YOURS01 02 03
Start with the message people expect.
Configure the sender
Complete the required brand, campaign and number setup. Review fees, country support and the sending use case before activation.
Connect the opt-in or workflow
Use a supported plugin or API flow and the appropriate consent and verification process. Prepare clear company-specific message content.
Test sending and replies
Send to an authorized test recipient, reply, and check the Inbox and delivery result. Verify the opt-out path before sending to customers.
BEFORE YOU START
A few useful answers.
Make the message useful.
Make the reply easy.
Messaging setup, sender approval, usage charges and recipient consent apply.