Stay on top of every reply to your text marketing campaigns — all in one place. The Text Marketing Number inbox collects replies from contacts who have responded to automated text messages sent through a text broadcast or an Easy Automation. When a contact replies to one of those automated messages, their reply appears in the Text Marketing Number inbox so you can continue the conversation personally. The Text Marketing Number inbox is a separate inbox from your Keap™ Business Line.

Why the Text Marketing Number Inbox Helps You Close More Conversations

Automated text messages get replies — and those replies are often from contacts who are ready to take action. The Text Marketing Number inbox ensures that none of those replies slip through the cracks. Instead of replies disappearing into an unmonitored number, every response from a contact who has engaged with your text marketing appears in one place, organized by contact, so you can follow up personally and move the conversation forward.

The inbox also shows you which marketing effort each contact is responding to and when they opted in or out of text marketing — giving you the context you need to respond appropriately. You can mark conversations as unread to revisit them later, ensuring no reply goes unanswered during a busy day.

How to View and Manage Conversations in the Text Marketing Number Inbox

Follow the steps below to access the Text Marketing Number inbox and manage your contact conversations.

1. Click Comms in the left-hand navigation. Then click Marketing number from the Comms submenu. The Text Marketing Number inbox opens and displays all conversations from contacts who have replied to your automated text messages.

   

   The screenshot above shows the Text Marketing Number inbox with a list of contact conversations. Conversations with unread replies display an unread indicator badge. Conversations are listed in order of most recent activity. Only contacts who have replied to an automated text message appear in the inbox — contacts who received a text but did not reply are not listed here.

2. Click a contact's name in the inbox list to open the conversation and view the full communication history with that contact. You can read the contact's replies and send a response directly from the conversation view.

   

   The screenshot above shows the conversation view with the full message history displayed. The contact's replies appear in the conversation thread alongside the automated messages they responded to. A reply field is available at the bottom of the conversation view for sending a direct response to the contact.

   New contact name display delay: When a new contact replies for the first time, their phone number may appear in place of their name for up to 6 hours. After that window, the contact's name will display automatically. No action is required — the name update happens automatically.

3. To mark a conversation as unread so you can return to it later, hover over the conversation in the inbox list and click Mark as unread from the options that appear. The conversation will display an unread indicator badge until you open it again.

   

   The screenshot above shows a conversation entry in the inbox with the hover state active. The Mark as unread option appears when you hover over a conversation. Clicking Mark as unread returns the conversation to an unread state so it stands out as a reminder to follow up.

4. Inside a conversation, you can view when the contact opted in or out of text message marketing and which marketing effort — text broadcast or Easy Automation — they are responding to. This context helps you tailor your response appropriately.

   

   The screenshot above shows the conversation detail panel displaying the contact's opt-in status information and the marketing effort they are responding to. The opt-in date and opt-out date — if the contact has opted out — are both visible here. The name of the originating broadcast or automation is displayed so you know which campaign prompted the contact's reply.

How to Customize Your Double Opt-In Message

The double opt-in message is the text message your contacts receive asking them to confirm they want to receive your text marketing. A double opt-in message confirms the contact's explicit permission before adding them to your marketing list — this protects you from compliance issues and ensures only interested contacts receive your texts. Personalizing the double opt-in message with your business name and a clear description of what the contact is signing up for increases opt-in rates and reduces confusion.

1. From the Text Marketing Number inbox, click the three-dot options button — displayed as three horizontal dots in the upper area of the page. Select Marketing number settings from the dropdown menu that appears.

   

   The screenshot above shows the three-dot options button in the upper area of the Text Marketing Number inbox page. Clicking this button opens a dropdown menu. Marketing number settings appears as one of the options in the dropdown. Selecting Marketing number settings opens the settings panel for your Text Marketing Number.

2. Click Double opt-in request settings in the Marketing number settings panel. The double opt-in message editor opens.

   

   The screenshot above shows the Marketing number settings panel with Double opt-in request settings listed as a clickable option. Clicking Double opt-in request settings opens the message editor where you can view and update the opt-in confirmation message your contacts receive.

3. Type your custom opt-in message in the message text field. Include your business name and a clear description of the text marketing content the contact is agreeing to receive. A clear, personalized opt-in message improves confirmation rates and sets accurate expectations for the contact.

   

   The screenshot above shows the double opt-in message editor with the message text field. The text field displays the current opt-in message and allows you to edit the content. A character count indicator shows how much of the available message length you have used.

4. Close the settings panel by clicking the X button in the upper right corner of the panel. Your custom opt-in message is saved automatically when you close the panel — no additional save button is required.

   

   The screenshot above shows the settings panel with the X close button visible in the upper right corner. Clicking the X button closes the panel and saves your custom opt-in message automatically. The updated message will be sent to contacts the next time a double opt-in confirmation is triggered.

Frequently Asked Questions

What does this article cover?
This article covers how to access and manage conversations in the Text Marketing Number inbox, how to mark conversations as unread, and how to customize your double opt-in message. This article does not cover setting up a text broadcast, creating an Easy Automation that sends text messages, or managing your Keap™ Business Line. To set up your Keap™ Business Line, see Keap™ Mobile Business Line: Set Up Your Phone Number.

What is the difference between the Text Marketing Number inbox and the Keap™ Business Line inbox?
The Text Marketing Number inbox collects replies from contacts who responded to automated text messages sent through a text broadcast or Easy Automation. The Keap™ Business Line is a separate dedicated phone number used for direct one-to-one calls and text conversations with contacts. Replies to automated marketing texts appear in the Text Marketing Number inbox. Direct conversations initiated through the Keap™ Business Line appear in the Business Line inbox.

Why does a contact's phone number appear instead of their name in the inbox?
When a new contact replies to an automated text message for the first time, their phone number may display in place of their name for up to 6 hours. After that window, their contact name displays automatically. No action is required — the name update happens automatically once the system processes the new contact association.

Why is a contact not appearing in the Text Marketing Number inbox even though they received my text?
Only contacts who have replied to an automated text message appear in the inbox. Contacts who received your text but did not reply will not appear. Contacts who only replied with "Yes" to confirm their opt-in to text marketing will also not appear — they must send an additional reply beyond the opt-in confirmation to appear in the inbox.

Is the custom opt-in message saved automatically or do I need to click a save button?
The custom opt-in message is saved automatically when you close the settings panel. No save button is required. Once the panel is closed, the updated message will be used for all future double opt-in confirmation requests.