Two-Way Inbox

Let Customers Text You. Answer From One Inbox.

A shared team inbox for all your customer SMS conversations. No personal phones. No missed messages. Everything in one place for your front-of-house, reservations, or customer service team.

Shared team access
Full message history
One business number
90s
Avg SMS response time
90min
Avg email response time
∞
Message history stored
Multi
Team member access

How It Works

Your business gets a dedicated number that customers can text directly. Every incoming message lands in your shared team inbox — accessible from any device, by any team member you've given access to. Team members can reply, assign conversations, add internal notes, and mark threads as resolved. Conversations are stored and searchable, so if a customer has texted before, the history is right there.

STEP 1

Customer texts in

Customers text your dedicated business number. The message lands instantly in your shared team inbox.

STEP 2

Team responds

Any team member with access can reply, assign the conversation, or add internal notes.

STEP 3

History is saved

Every conversation is logged permanently. Search any customer's history at any time.

Real Conversations, Handled Professionally

How hospitality teams use the Two-Way Inbox to manage customer communication.

Late Check-In Requests

A hotel's reservations team receives a guest's late check-in request via text at 9pm, responds in two minutes, and notes it in the booking — without anyone checking a personal phone.

Catering Enquiries

A café receives a catering enquiry via text, assigns it to the manager, who replies with a quote within the hour.

Group Booking Management

A restaurant uses the inbox to handle table change requests and dietary queries leading up to a large group booking.

What's Included

Shared team inbox with multi-user access and permission levels
Conversation assignment and internal notes
Read receipts and delivery status per message
Message history and full conversation archive
Outbound messaging from the same dedicated number
Mobile-friendly interface for on-the-go staff
Opt-out compliance and contact management built in

Why a Shared Inbox Beats the Alternatives

Professional customer communication shouldn't depend on personal devices.

AlternativeTwo-Way InboxKey Advantage
Personal staff mobile phonesShared team inbox, full message history, no personal device requiredConversations are owned by the business, not an individual
Phone calls to handle queriesAsync text conversation — customers reply when convenientNo hold times; customers can send a message and go about their day
Email for customer enquiriesSMS has 90-second average response time vs. 90 minutes for emailFaster back-and-forth, especially for time-sensitive requests

Frequently Asked Questions

Give Your Team a Professional SMS Channel

Included in all plans from $59/month. No per-message fees.