SMS Inbox Overview

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The SMS Inbox, part of the Communication Planner, provides a centralized way to manage, send, and track SMS communications with Contacts. This functionality replaces the legacy TX SMS tool.

Within the SMS Inbox, users can view all SMS conversations to which they have access, filter unread and all messages, and review individual message threads. Each conversation displays visual indicators (message tags) that show whether a message was sent as part of a Campaign or as a Quick Message. You can also view and send SMS from Contact records.

Administrators can create and manage multiple SMS Inboxes, assign phone numbers and messaging services, control user access, and configure email notifications for unread messages.

Overall, the SMS Inbox integrates SMS messaging into the broader Communication Planner experience, allowing teams to efficiently manage conversations, maintain compliance, and streamline communication workflows.

Note: We only display SMS messages that are part of an existing outbound conversation thread, not messages that arrive as a cold, inbound message.

SMS Inbox Terminology

Term	Description
1:1 Messaging vs. Bulk Messaging	1:1 messaging is a direct, individual SMS conversation between a user and a single Contact, sent manually from the SMS Inbox. Bulk messaging is a bulk SMS message sent to many Contacts at the same time, such as messages sent as part of a Campaign.
Campaign Message	SMS sent as part of a bulk or automated campaign.
Cold, inbound message	A cold, inbound message is an unsolicited text sent to your number that is not associated with any prior outbound message or active conversation thread in your system. In other words, it is the very first message a contact sends you without you having messaged them first, and without an existing outbound campaign, workflow, or conversation record tying that SMS to a previous interaction.
Inbox	A container that organizes SMS messages by phone numbers and messaging services. Distinct from an individual conversation or thread.
Message Tags	Visual indicators showing how a message was sent (Campaign vs. Quick Message).
Messaging Service	A logical grouping of phone numbers tied to SMS delivery (e.g., via Twilio).
Outbound message	A text message sent from your institution or organization to a contact. This message is initiated by your system (for example, via a campaign, workflow, or one‑to‑one send) and can be used to inform, remind, or engage the recipient.
Phone Number (SMS)	Individual numbers assigned to an Inbox and Messaging Service.
Quick Message	SMS sent as part of bulk sending, outside of a campaign.
SMS Conversation/Message Thread	A chronological exchange of SMS messages with a single Contact.

Best Practices for Configuring Inboxes

Inboxes organize SMS messages. We recommend using at least two messaging services to separate phone numbers used for campaign (bulk) messaging from those used for 1:1 communication with students.

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If a student opts out of receiving texts from a phone number, they opt out of the entire messaging service. Texts from all other numbers associated with that messaging service will also be blocked.

More than two messaging services can be leveraged to further segment by department. The same considerations apply (keep bulk and 1:1 numbers separate). One or more numbers from the same messaging service can be routed to an inbox.

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After setting up your inboxes, you must configure the Twilio settings for each Messaging Service to ensure incoming replies are routed to the Communication Planner SMS Inbox. See Updating Twilio Messaging Service(s) in the Implementing Communication Planner article.