How to track SMS replies in the Inbox

Track SMS Replies in Inbox | SMSFlow Australia

TL;DR: SMSFlow Inbox shows inbound messages from Australian numbers you’ve already messaged, with time, contact match (if one exists), and thread context. You can’t reply inside Inbox — open Send SMS, address that number, and send your response from there.

Track replies in five steps

  1. Send from a replyable path first
    Use a dedicated number (or your default replyable sender), not a Sender ID, when you need two-way chat. Recipients can’t reply to Sender ID messages, so nothing will land in Inbox for those sends.

  2. Open Inbox after customers respond
    In the web app, go to Inbox. You’ll see inbound SMS from numbers you’ve previously messaged, including time received and the message body.

  3. Match the thread to a contact
    If that mobile already exists in Contacts, Inbox links the inbound message to the contact record so you can see who wrote back without hunting the list.

  4. Read the thread context
    Review the conversation thread for that number so you know what they replied to before you write back.

  5. Reply only via Send SMS
    Leave Inbox, open Send SMS, enter or select that number (or contact), write your message, check the credit counter, and send or schedule. Inbox is for reading and tracking, not composing replies.

Want two-way SMS for your Australian business? Try SMSFlow free — new signups get 50 free credits after verification.

More detail below if you need edge cases, reporting, or Sender ID caveats.

What Inbox actually shows

Inbox is built for one job: keep track of inbound replies after you’ve messaged someone.

You’ll typically see:

  • Message time
  • Contact link when the number is already stored
  • Message thread for that conversation

It’s not a full CRM chat desk and it isn’t a mobile app. Everything runs in the browser. Contacts can hold useful fields (name, email, postcode, category, reporting dimensions), but the product stays focused on SMS sending and list hygiene rather than deep sales pipelines.

For the wider Australian bulk SMS picture — credits, verification, and who the platform suits — start with Bulk SMS Australia.

Why replies never appear (and how to fix the setup)

Sender ID blocks replies. A Sender ID shows your brand name on outbound SMS. That’s useful for one-way alerts and promos, but recipients can’t reply. If your campaign used a Sender ID, don’t expect Inbox activity. Request and manage Sender IDs under Account settings; use a dedicated/default replyable sender when you need answers back. See how to request a Sender ID.

You only see numbers you’ve messaged. Inbox is not an open gateway for random inbound spam. Traffic shows for numbers you’ve previously sent SMS to from the platform.

Account checks still apply. SMSFlow is for Australian businesses. You’ll need a valid ABN, email verification, 2FA to finish signup, and related checks before sending. Gmail-style addresses may get extra human review. Duplicate mobiles can’t open a second account.

Reply workflow that stays accurate

Teams often expect a reply button next to each inbound row. In SMSFlow the path is deliberate:

  • Read and track in Inbox
  • Compose and send in Send SMS (single numbers, contacts, groups, CSV import, templates, placeholders such as {first_name}, {last_name}, {stop_message}, emoji, preview, credit total, schedule with timezone)

That split keeps bulk tools and conversation follow-ups in one send flow. For first-time bulk sends, use send bulk SMS for small business. To organise who you’re messaging, see SMS contact groups.

Billing is credit-based: some messages use more than one credit. Check remaining credits under Billing and review pricing when you top up. Invoices are viewable and downloadable from Billing; they aren’t emailed automatically.

Stats beyond a single thread

When you want volume, not one conversation:

  • Dashboard — pick a date range for sent, delivered, failed, queued, opt-outs, click-through, received, and similar metrics
  • Reports – Sent — filter by status and optionally include message content; column sort/filter only (no export, layouts aren’t customisable)
  • Unsubscribes report — list hygiene and opt-out visibility

Received counts on the dashboard help you see reply volume over a period while Inbox stays the place for reading individual threads. Deeper walkthrough: SMS delivery reports and dashboard.

FAQ

Can I reply directly from the Inbox?

No. Inbox is for viewing inbound messages and threads. Open Send SMS, address the same number or contact, and send from there.

Why didn’t a customer’s reply show up?

Common causes: you sent with a Sender ID (replies aren’t possible), you never messaged that number from SMSFlow first, or the send never left a verified account. Check Sent reports for failed or no-receipt statuses.

Does Inbox work like a full CRM inbox?

No. You can match inbound SMS to existing contacts and read threads, but SMSFlow isn’t a full CRM. Use Contacts and groups for sending lists, not pipeline management.

Are replies available when I use a branded Sender ID?

No. Recipients can’t reply to Sender ID messages. Use a replyable sender when you need two-way SMS.

Is there a mobile app for tracking replies on the go?

No. SMSFlow is web only. Use the browser on desktop or mobile to open Inbox and Send SMS.

Do new accounts get credits to test reply tracking?

Yes. Signups receive 50 free credits after the usual verification steps, which is enough to send a test and confirm an inbound path when you use a replyable sender.

SMSFlow for two-way Australian SMS

SMSFlow is a simple Australian SMS platform and API for verified local businesses. You send to Australian numbers, store contacts and groups, watch inbound replies in Inbox, and answer through Send SMS. Dashboard and Sent reports cover delivery and received volume without turning the product into an enterprise helpdesk.

Conclusion

Track SMS replies by sending on a replyable path, reading threads in Inbox, matching contacts when they exist, and always answering through Send SMS. Skip Sender IDs when you need answers back, and use the dashboard when you care about totals rather than one conversation.

Try SMSFlow free or contact us if you need a hand choosing sender setup for two-way messages.