Review replies in the unified inbox Live

Work replies from per-number SMS and per-account email inboxes: respond, assign to teammates, and set statuses and dispositions.

Updated 1 min readMaintained by Landing Zone

Open this screen in Landing Zone →

Every reply to your outreach lands in the unified inbox — organized as a separate inbox per sending phone number for SMS and per connected account for email. From one place you can respond, hand conversations to teammates, and mark where each conversation stands.

Before you start

  • Outreach that can generate replies: a sent batch, campaign, or 1:1 message.
  • For SMS replies, a provisioned phone number; for email replies, a connected email account.

Steps

  1. Open Inboxes. You'll see a per-number inbox for each SMS sending number and a per-account inbox for each connected email account.
  2. Pick the inbox you want to work. Choosing by number or account keeps each conversation tied to the channel and identity the contact replied to.
  3. Read the conversation. Replies are threaded with the contact, so you see the full back-and-forth in context.
  4. Reply directly. Individual 1:1 replies from the inbox are manual messages — the 30-day SMS cooldown that applies to batches does not apply to them.
  5. Assign the conversation to a teammate when someone else should take it from here.
  6. Set a status and disposition. Mark where the conversation stands and what the outcome was, so your team can filter and follow up reliably.
  7. Let replies update send eligibility. An inbound SMS reply lifts the 30-day cooldown for that contact, so engaged contacts stay reachable in future batches.

Limitations

  • Inboxes are organized per phone number and per email account rather than as one merged stream — pick the inbox for the identity you sent from.
  • Opt-out replies (STOP and similar keywords, plus free-form revocation) are handled automatically: the contact is suppressed and a confirmation reply is sent. Don't message them again — see Handle opt-outs.

Frequently asked questions

Does replying to a contact affect future batches?

An inbound reply from the contact lifts the 30-day SMS cooldown for them, so they can be included in your next batch sooner.

Can my teammates work the same inbox?

Yes. Conversations can be assigned to teammates, and statuses and dispositions keep everyone aligned on what's been handled.