Editing SMS Inbox & Two Way Messaging (section)

== SMS Inbox & Two-Way Messaging ==

The '''SMS Inbox & Two-Way Messaging''' feature enables SMS Marketing customers to engage with their audience through direct replies to SMS campaigns and automations. This real-time communication approach not only helps in nurturing prospects and strengthening relationships but also drives revenue by facilitating personalized conversations.

=== Key Features ===
* '''Centralized Inbox''': View, manage, and reply to all SMS responses in one place with filtering, search, and conversation threading. This allows for efficient communication management.
  
* '''Contact Profile Pane''': Access contact information, tags, lists, and automations that contacts are part of, directly in the inbox. This feature enhances the personalization of responses.

* '''AI Reply Suggestions''': Leverage AI to generate on-brand responses using your '''Brand Kit''', FAQs, website content, and conversation history. You can customize the tone by role—such as Greeter, Salesperson, Customer Support, or Front Desk—for various scenarios.

* '''AI Conversation Summaries''': Obtain concise overviews of long conversation threads, highlighting customer objectives, pain points, and next steps. This aids in seamless team handoffs.

=== Benefits ===
* '''Manage Conversations at Scale''': Centralizing all SMS replies in one inbox allows filtering, searching, and AI-generated summaries, enabling your team to advance conversations without missing key details or duplicating efforts.

* '''Respond Faster with Active Intelligence''': The instant generation of relevant, on-brand responses enables you to engage with more customers swiftly, leading to higher conversions.

* '''Strengthen Customer Relationships''': Timely and personalized interactions cultivate trust, promote sales, and enhance customer loyalty.

=== How to Access This Feature ===
The SMS Inbox & Two-Way Messaging feature is accessible to customers on the Plus, Professional, and Enterprise plans that have the SMS Marketing add-on, provided they possess a registered, dedicated phone number in the United States, United Kingdom, or Australia.

To access the SMS Inbox:
1. Ensure you have a registered, dedicated phone number.
2. Look for the '''Inbox icon''' in the left-hand navigation bar. Clicking it will take you to the SMS Inbox.

If you're looking to enable AI reply suggestions:
1. Navigate to the '''Inbox Settings'''.
2. Toggle on the functionality for AI reply suggestions.

=== Step-by-Step Instructions ===
1. **Access the SMS Inbox**:
   - Click on the '''Inbox icon''' in the left-hand navigation bar.
  
2. **Viewing Messages**:
   - Upon accessing the inbox, you will see all incoming SMS responses. You can use the filtering options or search bar to manage the conversations effectively.

3. **Replying to Messages**:
   - Click on any conversation thread to open it. Here, you can view message history and respond directly within the thread.

4. **Utilizing Contact Profile Pane**:
   - As you interact with a contact, the contact profile pane will display relevant information to help personalize your replies.

5. **Using AI Reply Suggestions**:
   - When composing a reply, suggestions will appear based on your brand’s tone and past conversations. Simply select an option or modify it to fit the context.

6. **Implementing AI Conversation Summaries**:
   - Long threads can be summarized using the AI conversation summaries feature, which will provide essential highlights for easier navigation and communication.

=== Configuration Options and Settings ===
- To streamline your SMS communications, consider configuring the following options:
  * '''Inbox Settings''': Adjust how you wish to manage and view your inbox.
  * '''AI Reply Suggestions''': Customize settings to determine the tone and context for AI-generated replies based on your customer interaction roles.

=== Best Practices and Tips ===
* **Be Personal**: Utilize the contact profile pane to reference specific details about each customer, making interactions feel more tailored.
* **Respond Promptly**: Aim to respond to messages quickly to keep the conversation flowing and maintain customer engagement.
* **Utilize AI Features**: Maximize efficiency by using AI reply suggestions and conversation summaries to save time and ensure consistent communication.
* **Monitor Conversations**: Regularly check the SMS inbox for new replies and manage them promptly to maintain a positive customer experience.

=== Common Use Cases with Examples ===
* **Customer Support**: A customer may respond to an SMS inquiry about their order status. Use the SMS inbox to address their concerns promptly and refer to their contact information for a personalized approach.
  
* **Sales Follow-Up**: After a marketing campaign, you can follow up with interested leads via SMS, responding to their questions using reply suggestions based on previous interactions.
  
* **Engagement Campaigns**: Use the inbox to interact with customers during promotional events, sending personalized messages based on their engagement and preferences.

=== Troubleshooting Section ===
* **Unable to Access SMS Inbox**:
  - Ensure your account is on a supported plan (Plus, Professional, Enterprise) and that you have a registered, dedicated number.
  
* **AI Reply Suggestions Not Appearing**:
  - Check that the AI reply suggestions feature is toggled on in the '''Inbox Settings'''.

* **Message Delivery Delays**:
  - If there are delays in receiving SMS, verify your phone number's registration status and check for any outages.

=== Related Features ===
* For more information on automating your SMS communications, see the documentation on [[Automation]].
* For insights on managing contact data effectively, refer to the [[Contact Lists]] documentation.

=== FAQ ===
1. **What is SMS Inbox & Two-Way Messaging?**
   - It allows SMS Marketing customers to engage directly with their audience through a centralized inbox for SMS replies and automated responses.

2. **Which plans are eligible for this feature?**
   - The feature is available to customers on the Plus, Professional, and Enterprise plans with the SMS Marketing add-on.

3. **How do I access SMS Inbox?**
   - Click the '''Inbox icon''' in the left-hand navigation bar after ensuring you have a registered, dedicated number.

4. **What is the AI reply suggestions feature?**
   - This feature helps you quickly generate relevant responses based on your brand's tone and past conversations.

5. **Can I customize the AI replies?**
   - Yes, you can adjust the tone and content of the AI replies based on the context and your business needs.

6. **What do I do if I’m not receiving any SMS replies?**
   - Ensure your dedicated number is active and that there are no issues with your SMS settings or account plan.

7. **What information can I see about contacts in the SMS Inbox?**
   - You can view information such as tags, lists, and automations that each contact is part of, allowing for personalized interactions.
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