September 25, 2025 • SMS
We are excited to announce that the SMS inbox and two-way messaging is now available for SMS Marketing customers. Respond directly to customers who reply to your SMS campaigns and automations – nurture prospects, strengthen relationships, and drive revenue through real-time conversations.
Key Features
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Centralized inbox
View, manage, and reply to all SMS responses in one place with filtering, search, and conversation threading.
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Contact profile pane
View contact information, tags, lists, and automations they're part of directly in the inbox to better personalize your responses.
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AI reply suggestions
Generate on-brand responses using your Brand Kit, FAQs, website content, and conversation history. Customize tone by role (Greeter, Salesperson, Customer Support, or Front Desk) for different scenarios.
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AI conversation summaries
Get concise overviews of long conversation threads, including customer objectives, pain points, and next steps for seamless team handoffs.
Benefits
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Manage conversations at scale: All SMS replies flow into one inbox with filtering, search, and AI summaries so your team can move conversations forward without missing details or duplicating work.
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Respond faster with Active Intelligence: Instantly generate relevant, on-brand responses helping you respond to more customers faster with messages that convert.
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Strengthen customer relationships: Connect through timely, personalized conversations that build trust, drive sales, and increase customer loyalty.
Upgrade and/or Setup Instructions
This feature is available to customers on Plus, Professional, and Enterprise plans with the SMS Marketing add-on who have a registered, dedicated phone number in the United States, United Kingdom, and Australia.
If you already have a registered, dedicated number, SMS Inbox is automatically enabled for your account. To access the inbox, click on the Inbox icon in the left-hand navigation bar.
To enable Active Intelligence reply suggestions, navigate to Inbox Settings and toggle on the functionality.