Inbound SMS is only available on Engagement Suite Pro plans.
With Nutshell's Inbound SMS feature, anyone can text your business—whether they’re a prospect, customer, or someone new. You can manage every text received message directly in Nutshell, replying, assigning it to your team, or automatically tracking them as leads using configured rules. It’s the perfect way to keep conversations organized and turn texts into opportunities.
Getting started
Prerequisite: An admin user must complete a one-time enrollment registration and get approval to start using Nutshell SMS. Learn more on how to enroll in this article.
Please note that this feature is only available in the USA.
To get started, admins need to configure Inbound SMS settings. These settings determine how incoming SMS messages are handled and are found under Engagement > Settings > Inbound SMS.
Here are the key configurations:
Team member assignment
Set the rules for automatically assigning first-time inbound text messages. This configuration determines who will handle new incoming messages to ensure timely responses and efficient follow-up. Available options include:
Round-robin assignment
Inbound texts will be distributed evenly among your team
Assign to a specific user
You can assign inbound SMS messages to a specific team member, with only those holding an Engagement Plan Pro license appearing in the dropdown list
Nobody
Messages are not assigned automatically, instead they go to the 'Unassigned' category where your team members choose to assign to themselves
Lead creation rules
Automatically create a lead in Nutshell when an SMS is received. You can specify which pipeline the lead should be added to and choose to add one or more tags to the lead. This helps ensure that inbound SMS messages are properly tracked and organized with the right context.
Redirect phone calls
Add a phone number to redirect incoming calls made to your SMS number. When someone calls your company’s SMS number, the call will be forwarded to the number you’ve added. The phone number you enter will need to be verified through a code. Please note: Only U.S phone numbers are allowed.
Now you're ready to receive incoming texts
Now that everything’s set up, you can make your Inbound SMS number available to your customers. Add this number to your website, marketing materials, or any other communication channels where your customers can reach you via SMS.
How to copy your SMS number
You can easily copy your SMS number from two locations:
The SMS registration page (Admins)
The SMS configuration dropdown on the Inbound SMS settings page
You'll find a copy icon next to the number. Simply click the icon to copy the number, allowing you to quickly grab the number and share it wherever your customers can contact you like your website or any other marketing channel.
Managing Inbound SMS
Once you start receiving inbound SMS messages, you can manage them in the SMS section within the Engagement suite. This is the hub where both inbound and outbound text messages are managed.
On this page you’ll see:
Text thread overview
Unassigned: Messages that have not been assigned to a team member/s
Open: Active conversations
Needs reply: Threads that need to be responded to
Snoozed: Threads that are temporarily paused
Scheduled: Messages set to be sent at a later date
Closed: Conversations that are completed or opted out
Failed to send: Texts that weren't delivered
Thread assignment: Each thread shows who it’s assigned to. Admins can reassign threads if needed, while non-admins will only see their assigned threads.
Filter: Admins can filter text messages by team members, non-admins will only see threads assigned to them.
Ready to start using Nutshell SMS?
Head to the Billing page in Nutshell to sign-up for our Nutshell Engagement Pro plan, which is available as a per-user purchase. Once the plan is purchased, you can assign Engagement licenses to the team members who need access.
As an admin, go to Settings > Users & teams. Select the team member you’d like to enable for SMS, then toggle on the Engagement license in the Users & teams table or in their profile.
We hope you enjoy managing Inbound SMS as part of your Nutshell workflow! For more help or questions, please reach out to our support team: support@nutshell.com.
FAQs
Can I manage SMS conversations outside of the Engagement suite?
No, all inbound SMS messages are managed within the SMS section of the Engagement suite. This helps keep all your communication in one place, making it easier to track and respond to messages.
Is there a way to prioritize certain Inbound SMS messages?
Currently, inbound messages are assigned based on your set rules. To prioritize messages, you can adjust your assignment rules.
Can I change my Inbound SMS settings after I’ve configured them?
Absolutely! Admins can update your Inbound SMS settings at any time from the Engagement > Settings > Inbound SMS configuration page. Whether it’s adjusting assignment rules or changing your redirect number, you’re in control.
What happens if someone tries to call the SMS number?
If a call is made to your company’s SMS number, it will be automatically redirected to the phone number you’ve configured. This helps keep all calls routed to the right person or team.
Can non-admin users see the Inbound SMS section?
Only admin users with an Engagement license can access and configure the Inbound SMS settings. Non-admin users, as well as those without an Engagement license, cannot see or access this feature. However, non-admin users with an Engagement license can view and manage SMS conversations in the SMS section.
Is this feature available to all countries?
Currently, this feature is only available in the U.S.