What is the text inbox?

When a customer texts your company's number, the conversation shows up in Dashboard → Inbox and on the customer's page as a thread. Reply by typing a short service message about their order, visit or bill, or pick a ready-made template. Typed texts go from your own number (or open Messages on your phone if you have none), only to customers who agreed to texts, never after a STOP, and never for offers or promotions — those need marketing consent and carrier approval.