Overview
The SMS Inbox is a real-time messaging hub that allows your team to manage inbound and outbound SMS conversations with leads.
The interface is organized into up to four columns:
- Filters
- Conversations
- Message Thread
- Lead Details
On smaller screens, the layout automatically collapses into a single-column mobile view. On desktop, the Conversations and Lead Details columns can be resized by dragging their dividers.
Accessing the Inbox
Go to:
Marketing → SMS → Inbox
Permissions
| Role | Access |
|---|---|
| Admin | Full access |
| Super User | Full access |
| User SMS | Full access |
| User SMS Limited | Full access |
Note: Users can only access data for organizations they have permission for. Attempts to view or send messages outside of assigned organizations will be rejected.
Inbox Layout
Filters Column (Desktop Only)
The Filters column allows you to refine which conversations are shown.
Status Tabs
- Open — Active conversations awaiting response
- Unread — Conversations with new inbound messages
- Closed — Resolved conversations
- All — All conversations regardless of status
Phone Filter
Filter conversations by a specific organization phone number.
Useful for organizations with multiple SMS lines.
Lead Phone Search
- Search using a valid phone number
- Invalid or partial numbers are ignored
- If no results are found, you’ll see an option to start a new conversation
Assigned To
Filter conversations by assigned team member.
Defaults to Anyone.
Theme Switcher
Change the inbox color theme using the four dots in the top-right:
| Theme | Description |
|---|---|
| Green (default) | Multi-tone palette |
| Sky Blue | Blue-gray tones |
| Gray | Neutral tones |
| Coral/Plum | HeavySet brand colors |
Your selection is saved in your browser.
Conversations Column
Displays all matching conversations, sorted by most recent.
Each conversation includes:
- Avatar — Lead initials or last two digits of phone number
- Lead name or phone number
- Status — Open, Closed, or Outbound Only
- Last message preview
- Timestamp
- Unread indicator
Click a conversation to open it.
Starting a New Conversation
You can start a new thread in two ways:
Option 1: Compose Button
- Click the paper-airplane icon
- Enter a phone number
- Select a sending number
- Click Open
Option 2: From Search
- Enter a valid phone number in the Lead Phone Search
- Click Start new conversation
The conversation is created after the first message is successfully sent.
Message Thread Column
This is the main conversation view.
Header
Displays:
- Lead name or phone
- Avatar
- Conversation status
Actions:
- Close / Reopen — Toggle conversation status
- Assign — Assign to a team member
- Optional: Notify assignee via email
Message Types
| Type | Alignment | Description |
|---|---|---|
| Outbound (User) | Right | Sent by a team member |
| Outbound (AI/Campaign) | Right | Sent automatically |
| Inbound | Left | Message from the lead |
Message Status Indicators
- Pending — Message queued (can be canceled)
- Failed — Message could not be delivered
Attachments:
- Images display inline
- Other files show a View attachment link
AI Suggested Reply
Click the ✦ (sparkle) icon to generate a reply based on conversation history.
The suggestion appears in the compose box for review before sending.
Sending Messages
- Type your message in the input field
- Click Send or press Enter
- Choose the sending phone number if multiple are available
Lead Details Column (Desktop Only)
Shows detailed information about the selected lead.
Basic Information
- Phone number
- Address
- Lead/Prospect ID
CRM-Enriched Data
Loaded after selection (may take a moment):
- Source / Source Type
- Product
- Disposition
- Sales Rep
- Market Segment
- Hear About
- Home Year
- Appointment details
Opt-In / Opt-Out
- Opt Out — Prevent future messages
- Opt In — Re-enable messaging
Mobile Layout
On screens under 768px:
- Filters are hidden
- Status tabs appear at the top
- Selecting a conversation opens the thread view
- A back arrow returns to the conversation list
- Lead Details are not shown
Real-Time Updates
The inbox updates automatically via WebSocket:
- New messages appear instantly
- Conversations reorder in real time
- Sent messages display immediately after confirmation
- Status and assignment updates sync instantly
Updates are only pushed after being saved to the database, ensuring accuracy.
Permissions & Data Access
- All requests are validated against user permissions
- Users only see data for authorized organizations
- Users without permissions will see an empty inbox
- Super Users can access all organizations
FAQs
Why does CRM data take time to load?
CRM data is fetched in real time and depends on the CRM’s response speed.
Can I filter by multiple phone numbers?
No. The phone filter supports only one number at a time.
What happens when I close a thread?
The thread moves out of the Open tab but can be reopened anytime.
What does "Outbound Only" mean?
The conversation has only outbound messages and no replies from the lead.
Can I cancel a pending message?
Yes, but only if it hasn’t been processed yet.
Why does the Opt Out button change color?
- Green = Opted in (active)
- Red/default = Opted out
Can I message someone who hasn’t texted us before?
Yes. Use the compose button to start a new conversation with any valid number.
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