---
id: sms-inbox
title: SMS Inbox
slug: /sms-inbox
description: Read text conversations between your agents and customers, and take over from the AI whenever you want to reply yourself.
keywords:
  - sms inbox
  - text conversations
  - manual reply
  - takeover
---

**SMS Inbox** lists every text conversation your agents have had, with the full
thread beside it. Open it from **Setup → SMS Inbox**.

:::note
Looking for a guide to receiving texts on your own Twilio number? See
[Inbound SMS setup](./sms-inbound.md).
:::

## Find a conversation

The header reads **SMS Conversations**. Narrow the list with:

- **Search by name or number**.
- **All agents** — pick one agent.
- **All statuses** — filter by conversation status:

| Status | Meaning |
| --- | --- |
| **Active** | The AI is still talking with the customer. |
| **Escalated** | The AI handed the conversation to a person. |
| **Resolved by AI** | The AI finished the conversation without help. |
| **Closed** | The conversation is over. |

Select a conversation to read it. With none selected the page says *Select a
conversation to view messages*.

## Take over from the AI

You can answer a customer yourself at any time:

1. Open the conversation and type in the box at the bottom — *Type your reply…*.
   Press **Enter** to send.
2. A banner shows that you have taken over. The AI stops replying in this
   conversation while you are in control.
3. Choose **Resume AI** when you are done. The page confirms *AI resumed
   successfully*.

Messages you send yourself are marked **Manual reply sent**.

## Related

- [Messaging](./messaging.md) — texts sent automatically after a call.
- [Sequence reports](./sequence-reports.md) — how your automatic texts are performing.
- [Texting registration](./texting-registration.md) — required for US business texting.