Now that you’ve created an Audience and launched your first Campaign, it’s time to manage replies and start new conversations from Inbox. Inbox lets you reply to incoming messages or start a new thread to engage and nurture customer relationships.
What You Can Do in Inbox
- Reply to existing messages from contacts in your Audiences.
- Start a New Conversation with any phone number.
- See customer context at a glance (Audiences, recent Campaigns, coupon status).
- Send SMS or MMS directly from the conversation.
Steps
1) Open Inbox
Go to Inbox from the main navigation to view all ongoing conversations.
2) Reply to an Existing Conversation
- Select a conversation in the left panel.
- Type your message in the message textbox at the bottom.
- Click Send SMS to reply.
- SMS tip: keep your message within the 160-character threshold.
3) Start a New Conversation
- Click New Conversation (top-left).
- Enter the phone number of the person you want to message.
- Type your message and click Send SMS to begin the thread.
4) View Contact Details & History
When you open a conversation, the right-hand panel shows:
- Contact info: phone number and name (if it exists in your Audience’s custom fields).
- Audiences: which Contact Audiences this person belongs to.
- Recent Campaigns: the last 5 Campaigns this contact received, with dates.
- Coupons: whether the contact has redeemed a coupon or not.
5) Send an MMS (Optional)
- Click the attachment option to add an image and send an MMS.
- MMS messages count as 2 credits per contact and may include up to 800 characters.
6) Billing Note
- You are not charged for incoming messages.
- You are charged for messages you send (SMS/MMS).
Best Practices
- Reply promptly to increase conversion and satisfaction.
- Personalize when you know the contact’s name or segment.
- Use MMS for visuals (menus, promos, product shots) when it helps close the loop.
- Track context in the right panel before replying to keep conversations relevant.
Troubleshooting
- Can’t send a message: Make sure the phone number is valid and you have an active connection.
- MMS won’t attach: Check the file type/size and try again.
- Not seeing a name: The contact may not have that field saved—update the contact record if needed.
