What the Inbox does
The Inbox is your two-way messaging surface. Every customer reply to an SMS we sent (booking confirmation, reminder, campaign) lands here, grouped by phone number into a conversation thread. You reply, the customer gets it, the loop closes.
Navigate to: Sidebar → Inbox
The Inbox sidebar item only appears once you have at least one comms channel set up (active SMS pack, credit balance, WhatsApp connected, or any historical SMS). New businesses won't see it until they send their first message.
Screenshot: The Inbox showing the conversation list (left) and an open thread (right), with a customer reply and the reply box at the bottom
The Inbox showing the conversation list (left) and an open thread (right), with a customer reply and the reply box at the bottom
How conversations are grouped
Each unique customer phone number = one conversation. We collapse all messages — outbound, inbound, across all message types — into a single thread you can read top-to-bottom.
The conversation list shows:
- Customer name (when known) or phone number
- Most recent message preview
- Time elapsed
- Unread badge (purple) when there are unread inbound messages
Sending a reply
- Open a conversation by tapping it in the left list
- Type in the reply box at the bottom
- Press Enter to send (Shift+Enter for new line)
- The message goes out via the same SMS pipeline (ClickSend or Twilio depending on destination)
Screenshot: The reply box showing the typed message and the send button, with a "Costs 4 credits (AU)" hint underneath
The reply box showing the typed message and the send button, with a "Costs 4 credits (AU)" hint underneath
Auto-refresh
The Inbox refreshes itself every 5 seconds — no need to hit reload. New customer replies appear within 5-10 seconds of arriving.
Reply attribution
When you have multiple businesses (or eventually multiple customers replying to a shared number), Wemu attributes replies via:
- Most recent outbound — the business that texted this customer most recently gets the reply
- Customer match — if no recent outbound exists, we match the phone against your customers table
Most cases work cleanly. If you ever see an orphaned reply, it'll show up in the runtime logs as "unresolved" — let us know and we'll trace it.
Blocked replies
If a reply triggers a STOP keyword:
- The customer is added to your opt-out list
- The message is logged but not surfaced as a normal reply
- All future automated SMS to that number is blocked
You can review opt-outs in Settings → Notifications.