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inbox-outInbox (Outbound)

A centralized workspace for tracking replies to outbound SMS campaigns and managing follow-ups efficiently.

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Introduction

Inbox (Outbound) is where your team reviews and manages customer responses to outbound SMS campaigns, while also maintaining visibility into all campaign messages sent from Distance.

When an outbound SMS campaign is sent, Distance tracks both the messages delivered and any customer replies. Inbox (Outbound) helps your team quickly focus on active responses while still allowing access to the full outbound message history. The interface mirrors Inbox (Inbound), making it familiar and easy to navigate.

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Why Inbox (Outbound) matters

  • Track campaign responses. View and manage customer replies to outbound SMS campaigns in one place.

  • Maintain visibility. See both active replies and all outbound campaign messages.

  • Stay organized. Assign ownership and move conversations to folders for follow-up.

  • Work efficiently. Use bulk actions to manage multiple conversations at once.

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Primary vs All views

At the top of the conversation list, you’ll see two tabs:

  • Primary - Shows conversations where customers have replied to an outbound campaign message. This view helps your team focus on active engagement and follow-ups.

  • All - Shows all outbound campaign messages, including those without customer responses. This provides a complete history of campaign outreach.

Together, these views let your team balance response management and campaign visibility without cluttering the workspace.

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Managing conversations with bulk actions

Inbox (Outbound) displays conversations in a list similar to Inbox (Inbound). Each conversation includes a checkbox on the left.

Selecting one or more conversations activates the bulk action toolbar at the top of the inbox. This toolbar only appears when conversations are selected, keeping the interface clean and focused.

Available bulk actions include:

  • Select all (-) button - Marks or unmarks all visible conversations so you can quickly apply actions or clear selections.

  • Assignee - Assign selected conversations to one or more team members to clarify ownership and follow-up responsibility.

  • Move to - Move conversations to Spam, Archive, or any custom folder. You can also create a new folder directly from this menu. Moving a conversation does not delete it.

  • Mark as Unread - Flags conversations so they remain visible for follow-up.

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Reviewing a conversation

Click any conversation to open the conversation thread and review the message history.

Depending on how the campaign was configured, your AI agent may or may not automatically respond to incoming replies. This behavior is controlled by the Reply handling setting selected when the outbound SMS campaign was created.

Reply handling options include:

  • AI auto-replies and schedules an appointment

  • AI acknowledges the message and creates a ticket

  • No automatic reply (manual handling)

This ensures replies are handled according to your campaign’s goal and workflow.

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