> For the complete documentation index, see [llms.txt](https://docs.shortcutco.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shortcutco.com/readme/messaging-inbox.md).

# Messaging (shared inbox)

Messaging is a shared SMS inbox for your whole office — every text conversation with customers in one place. Open **Messaging** in the left sidebar. [Open Messaging →](https://shortcutco.com/inbox)

<figure><img src="/files/xwW8TLlI9jJMruBYpVqa" alt="Messaging inbox with conversation list and open SMS thread"><figcaption><p>Every customer text conversation in one shared inbox.</p></figcaption></figure>

## What you can do

* **See every conversation** — filter by **All / Unread / Flagged**, or search by name or message.
* **Reply to inbound texts** — customers can text you back; replies land here, not on someone's personal phone.
* **Start a new conversation** — click **New message** and search leads, prospects, or customers.
* **Jump to the person** — open the customer profile straight from a conversation.

## Notifications

Choose how you're alerted about new replies at **settings cog → Operations & Compliance → Inbox Notifications**:

* **Push notifications** — mobile alerts for new inbound replies.
* **Email notifications** — email fallback for new inbound replies.

## Good to know

* If a customer has **opted out** of SMS, the conversation says so and you can't text them until they opt back in (they can text START to rejoin). The opt-out also stops your [automations](/readme/automations.md) from texting them — every trigger, scheduled automations, the day-before job reminder, and [review requests](/readme/automations/review-requests.md). Those sends show as **skipped**, not failed. Email is unaffected.
* Automated texts (invoices, reminders, automations) and [Dispatch batch messages](/readme/dispatch/messaging-from-dispatch.md) are separate sends — the inbox is for conversations.
* The first time your team uses Messaging you'll be asked to accept the messaging terms — the phone carriers require this.

<details>

<summary>Still stuck?</summary>

Email <hello@shortcutco.com> with the customer name and a screenshot of the conversation.

</details>