> 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)

Text customers from a shared team 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="https://2299783971-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FOhi7KtJ4vY1pDKwWu5SV%2Fuploads%2Fgit-blob-0086e24d8eccaa5dacfa2709be1a9fcba538539b%2Fmessaging-inbox.png?alt=media" 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 in **Settings → General → Notifications**: switch **Push** on or off for **New customer message**. It's a push alert on your phone from the [mobile app](/readme/mobile-app.md); there's no email version of this one.

## 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 automated texts to them, including your [automations](/readme/automations.md), the day-before job reminder, and [review requests](/readme/automations/review-requests.md). Those texts 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.
* **Call** and **Send SMS** on a customer's profile (in their phone number, or **⋯ → Send SMS**) use your own phone's or computer's calling and texting apps, not this inbox. To text from your company's Shortcut number, start the conversation here with **New message**.

<details>

<summary>Still stuck?</summary>

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

</details>