SMS Inbox Overview
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.
SMS Inbox Terminology
|
Term |
Description |
|---|---|
| SMS Conversation/Message Thread | A chronological exchange of SMS messages with a single Contact. |
| Message Tags | Visual indicators showing how a message was sent (Campaign vs. Quick Message). |
| Campaign Message | SMS sent as part of a bulk or automated campaign. |
| Quick Message | Manually sent 1:1 SMS message. |
| Inbox | A container that organizes SMS messages by phone numbers and messaging services. Distinct from an individual conversation or thread. |
| Messaging Service | A logical grouping of phone numbers tied to SMS delivery (e.g., via Twilio). |
| Phone Number (SMS) | Individual numbers assigned to an Inbox and Messaging Service. |
| 1:1 Messaging vs. Blast Messaging |
|
Best Practices for Configuring Inboxes
Inboxes organize SMS messages. We recommend using at least two messaging services to separate phone numbers used for campaign (blast) messaging from those used for 1:1 communication with students.
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 blast and 1:1 numbers separate). One or more numbers from the same messaging service can be routed to an inbox.
