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The Inbox is where you manage two-way conversations with your contacts. Every reply a contact sends back is captured per list, so you can read incoming messages, filter the ones that need a human, and reply directly — all from one page.

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Opening the Inbox

Go to SMS → Inbox in the left navigation, then pick a list from the dropdown. The Inbox is scoped to one list at a time: you see the conversations between that list’s sending number and its contacts.

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The Conversation List

The left pane lists conversation threads for the selected list, newest activity first. Each row shows:
  • The contact’s phone number
  • A preview of the latest reply
  • When it happened
  • An unread badge if there are replies you haven’t opened yet
The list is built from the actual message trace, so any contact who has replied appears here regardless of read state.

Search by phone

Type a phone number to jump straight to that contact’s thread.

Sort newest / oldest

Toggle the sort order by most recent activity.

Paginate

Page through threads; choose how many to show per page.

Live updates

An open thread refreshes automatically so new replies appear without a manual reload.

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Reading & Replying

Click a thread to open the full conversation in the right pane — the outbound messages you sent and the contact’s replies, in order. Type your message and send to reply on the list’s number.
You can only reply to contacts who are still eligible. If a contact has unsubscribed, is blocked, or the list is inactive, the reply box is disabled and the reason is shown.
When you open a thread, its replies are marked as read and the unread badge clears.

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Filtering

Two toggles sit above the conversation list. They are additive filters — the list always shows your conversations; these just narrow it.
Show only threads that have replies you haven’t opened yet. Use this as a worklist: clear it as you respond.
Combine both toggles to get the shortest possible worklist: unread, human replies only.

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Replies Everywhere Else

Inbound replies aren’t only in the Inbox — they flow into the rest of the platform:

Contact conversation history

Every contact’s full message history (sends + replies) is visible from the contact’s detail view.

Reply-based audiences

Segment contacts by what they replied, when they last replied, and how many times — then target them in a campaign or journey.

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Compliance

Replies are subject to the same rules as any outbound message. Message and data rates may apply, and all messages are sent in compliance with TCPA restrictions. A contact who replies STOP (or another opt-out keyword) is unsubscribed automatically and can no longer be messaged — see Compliance & TCPA.

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Next Steps

Reply-Based Segmentation

Build audiences from inbound replies

Contacts Overview

Subscription status and message history