> For the complete documentation index, see [llms.txt](https://docs.cymbal.co/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cymbal.co/help/text/inbox-two-way-sms.md).

# Inbox (two-way SMS)

Use Inbox to read and reply to fan SMS messages in Manager when your org has a phone number.

**Inbox** is Cymbal's two-way SMS thread view. Fans text your Cymbal number; your team reads the conversation and replies from Manager.

{% hint style="info" %}
**When does Inbox appear?** The **Inbox** tab shows in the sidebar only after your organization has at least one **phone number** provisioned. Until then, finish [Phone Number Registration](https://docs.cymbal.co/help/setting-up-cymbal/sms-setup/phone-number-registration).
{% endhint %}

## How to open Inbox

{% stepper %}
{% step %}
Go to [Inbox](https://manager.cymbal.co/inbox) in the Manager sidebar.
{% endstep %}

{% step %}
Choose a conversation to open the contact's SMS thread.
{% endstep %}
{% endstepper %}

## How to reply to a fan

{% stepper %}
{% step %}
Open a thread in Inbox.
{% endstep %}

{% step %}
Read the incoming SMS messages for that contact.
{% endstep %}

{% step %}
Type your reply in the reply input and send.
{% endstep %}
{% endstepper %}

Replies go out from your organization's Cymbal SMS number. A reply can be up to **600 characters**, the same limit as Text campaigns; longer replies won't send. Keep replies short and compliant; fans can still text **STOP** to opt out.

## Replying to unsubscribed contacts

If a contact has unsubscribed from your texts, you can't reply to them from Inbox. The reply box in their thread is disabled and shows **User unsubscribed**, so your team can't text someone who opted out.

## Forward replies to email (optional)

If you prefer to watch inbound SMS in email as well as Inbox, configure **forward replies to email** under **Settings → Text** (Owners only).

{% hint style="warning" %}
Older Help screenshots may say **Settings → Marketing**. That tab was split: phone numbers, reply forwarding, and SMS usage now live under **Settings → Text**.
{% endhint %}

Full steps: [Reply Forwarding](https://docs.cymbal.co/help/text/text-settings/reply-forwarding).

## Inbox vs Welcome SMS vs keywords

| Need                               | Use                                                                                                    |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------ |
| Automatic first text on SMS opt-in | [Welcome SMS](https://docs.cymbal.co/help/text/sms-best-practices/welcome-sms)                         |
| Auto-reply to a keyword            | [Text Keyword Automations](https://docs.cymbal.co/help/text/text-automations/text-keyword-automations) |
| Human reply to a fan               | **Inbox** (this page)                                                                                  |
| Email copy of inbound texts        | [Reply Forwarding](https://docs.cymbal.co/help/text/text-settings/reply-forwarding)                    |

## Related

* [Welcome SMS](https://docs.cymbal.co/help/text/sms-best-practices/welcome-sms)
* [Text usage metrics](https://docs.cymbal.co/help/text/text-settings/sms-usage-metrics)
* [SMS Setup](https://docs.cymbal.co/help/setting-up-cymbal/sms-setup)
* [Carrier rate limiting on Text campaigns](https://docs.cymbal.co/help/text/text-settings/carrier-rate-limiting-on-text-campaigns)