Every reply, one inbox, the whole team.
When a customer replies, it lands in a shared inbox your whole team can work. Take ownership, answer with rich branded RCS, route by queue, or hand off to an AI bot, and back to a human the instant one is needed. One conversation, full history, no dropped threads.
- Shared queues
- Human and bot handoff
- Full conversation history
- Rich RCS replies
One-way blasts are a monologue. Customers want a conversation.
Most business messaging is send-only: a blast goes out, customers reply, and those replies vanish into a void or pile up in a personal phone nobody’s watching. There’s no ownership, no routing, no history, and definitely no way for an AI bot and a human to work the same thread.
The Inbox turns messaging into a real two-way channel. Every reply lands in one place, gets routed to the right team, and carries its full history, so whether a bot or a person answers, the customer never repeats themselves.
Every conversation, handled in four moves.
A reply lands
Any customer response, to a blast, a bot, or a one-to-one message, arrives in the Inbox in real time, with the contact’s profile and full message history attached.
It is routed to the right team
Inbox Queues send conversations to the right group automatically: support, sales, a region, a brand. Filter by My open, Unassigned, All open, Closed, or by queue and owner.
A human or a bot takes it
An agent takes ownership and replies inline with text, files, or rich RCS, or an AI bot handles routine questions and escalates to a human the moment it is needed, passing the full thread along.
It is resolved and logged
Close the thread when it is done. Every message, tag, and handoff is recorded, and you can export the conversation data for QA, reporting, or your warehouse.
Let the bot handle routine. Bring in a human for the rest.
This is where SimplyRCS’s AI and Inbox meet. An AI bot can field the common questions: order status, hours, scheduling, FAQs, resolving them in-thread before they ever reach an agent. The moment a conversation needs a human, the bot hands off to the Inbox with the full history intact, so your agent picks up mid-thread without missing a beat. And you can hand back to the bot just as easily.
Bot-first deflection
Routine, repetitive questions get answered instantly by an AI bot grounded in your content, cutting inbound volume before it hits a person.
Seamless handoff
When the bot reaches its limit or the customer asks for a human, the thread routes to the Inbox with full context. No “let me transfer you,” no repeating the problem.
Hand back anytime
Once the human resolves the tricky part, hand the conversation back to the bot for follow-ups, confirmations, or the next step in the flow.
Queues, ownership, and roles that scale.
The Inbox is built for more than one person. Route conversations into queues, assign them to teammates, and control who can see and do what with role-based permissions, so a 3-person shop and a 30-agent team both run cleanly.
Answer with a card, not just a sentence.
Because the Inbox runs on RCS, your replies aren’t limited to plain text. Send a rich card, a carousel of options, suggested-reply chips, an image, or a document, right inside the conversation. Customers get answers they can tap and act on, and every reply still carries your verified brand. When a customer is on a non-RCS device, replies fall back to SMS or MMS automatically.
- Rich replies: cards, carousels, images, files, suggested-reply chips
- Verified brand: every reply shows your name, logo, and checkmark
- Tappable actions: let customers book, confirm, or choose in one tap, mid-conversation
- Automatic fallback: replies drop to SMS/MMS where RCS isn’t supported
Conversations are data, too.
Every thread feeds the same analytics as the rest of the platform: response times, resolution, bot deflection rate, and conversation volume by queue. Export the data for QA or reporting, and see how much your AI bot is handling before anything reaches a person.
- Conversation metrics: volume, response time, resolution by queue
- Bot deflection: how many threads the AI resolves on its own
- Exports: current view or all conversations, to CSV or your warehouse
Conversation analytics
Response time, resolution, and bot deflection across every queue.
STOP and HELP are handled before they reach an agent.
Compliance doesn’t depend on an agent remembering the rules. STOP, HELP, and opt-out keywords are honored by the platform instantly and unconditionally, above both the AI and the Inbox. Consent is tracked per channel and every event is logged, so your team can focus on the conversation, not the compliance.
Two-way messaging questions.
What is a two-way messaging inbox?
A two-way messaging inbox is a shared workspace where every customer reply to your texts lands and your team can respond. With SimplyRCS, the Inbox handles two-way RCS, SMS, and MMS conversations: agents take ownership, reply with rich branded messages, route by queue, and hand off to or from an AI bot, all with full conversation history.
How does two-way RCS work?
Two-way RCS lets customers reply to your messages and tap suggested actions, and lets your team or an AI bot respond in real time within the same branded thread. In SimplyRCS, those replies arrive in a shared Inbox where they are routed, owned, answered, and logged.
Can multiple agents reply to customer texts?
Yes. The SimplyRCS Inbox is built for teams. Conversations route into queues, agents take ownership so no two people reply at once, and role-based permissions (Admin, Brand Admin, Agent, Viewer) control who can see and do what.
Can an AI bot and a human share the same conversation?
Yes. An AI bot can handle routine questions and hand off to a human in the Inbox the moment one is needed, passing the full conversation history along so the customer never repeats themselves. The human can hand the thread back to the bot at any time.
What happens to a conversation when the customer isn’t on RCS?
Replies fall back to SMS or MMS automatically, so the conversation continues on whatever format the customer’s device supports. Your team works one thread; the platform handles the channel.
Are STOP and HELP handled automatically in conversations?
Yes. STOP, HELP, and opt-out keywords are honored by the platform instantly and unconditionally, above both the AI and the Inbox. Agents don’t have to manage compliance manually, and every consent event is logged.
Can I route conversations to different teams?
Yes. Inbox Queues let you define groups: support, sales, a region, a brand, and route conversations to the right one automatically. You can filter by queue, owner, or status and assign teammates to each queue.
Can I export conversation data?
Yes. You can export the current Inbox view or all conversation data for QA, reporting, or your data warehouse. Conversation metrics also feed the platform’s real-time analytics.
Turn replies into relationships.
Book a demo and we’ll show the Inbox live: a real two-way RCS conversation, a bot handoff, and rich branded replies on a real phone. Or start free with a sender ID test.