January 30, 2026 • SMS
We're excited to announce that SMS Inbox & Two-Way Messaging is now available to your entire team, not just account admins. Manage SMS conversations across your team with granular group and user-based permissions, enabling faster response times and delivering improved customer service experiences.
Key Features
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Group & User-Based Permissions
Grant SMS Inbox access to specific user groups and users through the familiar permission settings interface, giving you control over who can view and respond to customer conversations. -
Message Attribution
See which team member sent each message directly in the conversation view, providing accountability and context for all customer interactions. -
Typing Indicators
View when another team member is actively typing in a conversation, preventing duplicate responses, and improving team coordination.
Benefits
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Faster response times
Empower customer-facing teams to reply directly without waiting for admin involvement. -
Effective collaboration
Distribute SMS workload across your team while maintaining the right permission levels for each user. -
Better customer engagement
Enable those who know your customers best to manage conversations, creating more personalized interactions that drive loyalty and revenue. -
Launch campaigns and optimizations in minutes
Saving hours of work and delivering ROI sooner.
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.
To grant SMS Inbox access to your team:
- Navigate to Settings > Users & Groups
- Select the group you want to grant access to (e.g., "Customer Service Team")
- Open the Permissions tab
- In the SMS section, check the "SMS Two-Way Inbox" permission checkbox
- Save your changes
Group members will receive an email notification with a link to access the SMS Inbox. Once enabled, team members will see the SMS Inbox available in their navigation menu. Administrators maintain full access to the SMS Inbox by default.