Receive and respond to message replies
Use the channel of the original message to decide where to follow up. Email replies go to the configured reply-to inbox; supported inbound SMS replies are reviewed in Activity Messenger.
Email replies
Check the message’s reply-to address and monitor that mailbox in your usual email service. Changing a display name does not change the inbox that receives replies. See email reply-to settings.
Find SMS replies
Open Communications > All messages and use the received-message filter. A dashboard notification can also lead to new replies. Search for the contact by name or telephone number, then check the incoming message and its conversation context.
Availability depends on the sending number and reply setup. A reply-to telephone number is not the same setting as the outbound sender number; see SMS sender numbers and replies.
Respond or acknowledge
Use the message action to Reply and acknowledge when a response is needed. Review the conversation, write your response or insert a quick message, and check the destination before sending. Sending is a real SMS and can incur messaging charges.
Use Acknowledge when the message has been reviewed and no reply is needed. Acknowledging is not a reply to the client.
Respect subscription requests
Treat a request to stop messaging separately from an ordinary conversation. Review the number’s unsubscribe state before attempting another SMS. Do not use a manual change to bypass a recipient’s choice or a carrier restriction. A carrier-level opt-out may require the recipient to opt in again through the carrier-supported process.
For delivery failures, follow delivery troubleshooting; for reusable replies, see quick messages.
Interface reference
