SMS Inbox

Text your customers two-way from the dashboard over your connected Twilio number.

The SMS Inbox plugin lets your team text customers from the dashboard — every conversation in one inbox, with replies inline, over your own Twilio number.

It works like the customer-support chat, but over SMS: incoming texts land in the inbox, and you reply right there. Conversations are grouped by phone number and matched to a customer automatically when the number is on file.

This is a feature plugin — it reuses the Twilio connection you've already set up, so there's no extra credential to enter.

Before you start

Connect your Twilio account in Company settings first (account SID, auth token, and the number you text from). The SMS Inbox uses that same connection — you don't enter Twilio details again in the plugin.

Setup

Open Plugins → Browse Plugins and click Install on SMS Inbox.
(Optional) In the Configuration section on the setup page, add one or more separate inbox numbers — see Using a separate number below. Skip this to use your existing Twilio number.
In your Twilio account, set the incoming-message webhook (HTTP POST) for each number the inbox uses to the URL shown in the Configuration section:
```
https://api.resytech.com/v1/plugins/sms-chat/webhook/<your-token>
```
The setup page shows the full URL — including a token unique to your account — with a copy button.
Click Enable on the setup page.

Outbound texts work as soon as the plugin is enabled. Incoming texts only start appearing once the webhook above is set on your number.

The token in the webhook URL is an extra check unique to your account — it makes the URL harder to guess. It's belt-and-braces on top of Twilio's request signature, which is the real security. A token-less URL still works, so existing setups keep running.

Using a separate number

By default the inbox sends from and receives on your company's connected Twilio number — the same one your workflows use.

If you'd rather keep those apart — for example, a private number for automated workflow texts and a public number customers text — add the public number under Configuration on the setup page. The picker lists the SMS-capable numbers already on your connected Twilio account, so you just choose one (if the list can't be loaded, you can type a number instead). You can add more than one; each must be a number on the same Twilio account.

Receiving: point each number's incoming-message webhook (above) at the URL on the setup page.
Sending: replies always go out on the number the customer last texted, so the conversation stays on one number. When you start a new conversation and have more than one number, you pick which one to send From.

Using it

Open Plugins → SMS Inbox. The left panel lists your conversations (newest first, with unread badges); selecting one shows the thread and a box to reply. Use the new-conversation button to start a thread by entering a phone number — and, if you've set up more than one number, choosing which one to text From.

When an incoming number matches a customer on file, the conversation shows their name; otherwise it shows the raw number.

Permissions

Viewing the inbox is available to any staff member at a location with the plugin enabled.
Sending a message requires the SMS Inbox (send) permission. Assign it to the roles allowed to text customers. Without it, the inbox is read-only.

Good to know

The inbox is a shared company inbox — because your Twilio number belongs to your company, every conversation on that number is visible to any location that has the plugin enabled.
Each message is delivered through Twilio and counts toward your Twilio usage and billing.

Troubleshooting

If you can send texts but incoming replies never appear, the webhook is almost certainly missing or pointing at the wrong URL. Re-check it against the URL on the setup page — and remember the webhook must be set on each number the inbox uses, not just your default one.

If a separate inbox number won't send or receive, confirm it's a real SMS-capable number on the same Twilio account you connected in Company settings. Numbers from a different account won't work.