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Documentation Index

Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt

Use this file to discover all available pages before exploring further.

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Shared Team Inbox Overview

The Inbox is where you and your team send, receive, and manage SMS/MMS across every connected phone number. Everyone sees the same conversation history. You can add internal comments, assign owners, apply labels, and keep work moving without juggling personal phones.

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Why a shared team SMS inbox

  • Unified view. Texts and internal comments live in the same thread with full history.
  • Team alignment. Assign owners, @mention teammates, and close resolved threads.
  • Organization at scale. Filter by phone line, labels, or assignees so nothing slips.
  • Faster resolution. Work the right queue (Unread, Waiting Longest, and so on) and finish more conversations per day.

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How MessageDesk organizes your Inbox

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Top navigation (modules)

  • Inbox. Shared team space for every text conversation.
  • Contacts. Saved contact records and lists.
  • Relays. Automations and workflows tied to your workspace.
Inbox Modules Pn

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Inbox views (left navigation)

  • New Message. Compose to 1–100 recipients in a few clicks.
  • My Inbox. Your personal working views (My conversations, Sent, Anonymous, Scheduled, Mentions).
  • Phone Numbers. All Conversations (every line) or per-line views.
  • Team. Jump into a teammate’s assigned conversations.
  • Labels. See conversations grouped by labels (Support, Proposal, Region – West, and so on).
Inbox Views Pn

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Conversations list (every conversation in an inbox view)

  • Select. Click to multi-select up to 25 conversations and take quick actions.
  • Sort. Newest, Oldest, Waiting Longest, or Unread First.
  • Open/Closed. Switch between your Open Inbox and Closed Inbox.
  • Filter. Narrow by Labels, Assignee, or Workspace phone (match ALL or ANY).
  • Icons. Dots mark unread, plus assignee avatars, label chips, line badges, and schedule/attachment icons.
Inbox Conversations List Pn

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Conversation thread (every message, exchange, and action in a conversation)

  • Thread. Texts plus internal comments (clearly styled) plus emoji reactions.
  • Header actions (top-right). Assign, Labels, Open/Close, Create Contact.
  • More Options ⋯ menu. Conversation-level actions including Export to CSV or PDF.
  • Message Composer (bottom). Message/Comment toggle, Templates (TT), Tags (#), Media (+), Emoji, Schedule, Send.
Inbox Conversation Thread Pn

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Contact details (expandable)

  • Open. Click More (or Create Contact for anonymous numbers).
  • View. First/Last name, email, company, source, last contacted, last response.
  • Click. Add custom fields.
  • Block. Click the Block icon to stop messages from the contact’s phone number.
Inbox Contact Details Pn

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Add teammates to collaborate in your Inbox

MessageDesk works best with your team inside.

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Why add teammates

  • Visibility. See who’s working what, with full context.
  • Collaboration. Assign owners, @mention for help, share templates and labels.

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Where to start

  • Invite teammates and set roles/permissions to control access to phone lines, teammate inboxes, and labels.

Invite and manage teammates

Invite teammates and set roles and permissions for access to phone lines, teammate inboxes, labels, and more.

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New Message (composer)

Use New Message to send a 1-on-1, a small broadcast (send individually to up to 100 recipients), or start a Group SMS.
  • Pick Recipients (search, paste numbers, or pick from Contacts).
  • Choose Send from (which connected phone number).
  • Compose your Message (use templates, add media, insert emoji).
  • Send now or Schedule for later.
Inbox New Message Pn

Composing and sending a new message

Compose a new text message to contacts from MessageDesk.
For best deliverability with business texting, complete carrier registration (10DLC) for each connected phone number before sending texts.

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My Inbox (personal working views)

  • My conversations. Assigned to you right now.
  • Sent. Threads where you’ve sent a message.
  • Anonymous. Numbers (conversations) not yet linked to a contact.
  • Scheduled. Past and upcoming scheduled texts.
  • Mentions. Comments where teammates @mentioned you.
Use these views to focus your day without losing sight of the bigger picture. My Inbox Pn

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Phone Numbers (all lines or per-line)

  • All Conversations. Everything across every connected phone number.
  • Click a specific phone line to see only the conversations on that number.
  • Connect up to 48 phone lines to your workspace.
Split work by department (Front Desk, Support, Sales) while keeping a unified history. inbox-all-phone-numbers.png

Connect phone numbers to MessageDesk

Connect different types of phone numbers and phone lines to MessageDesk.

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Team (see a teammate’s conversations)

After you invite users, each teammate appears as a view. Click a teammate to see what’s assigned to them. Useful for coverage, support, and handoffs. Inbox Team Pn

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Labels (fast organization)

Labels add color + icon + text to conversations so you can group and find related work (for example, Support: Urgent, Sales: Proposal, Ops: Region – West). Click a label to see every conversation tagged with it.
Create a small, shared set of labels with team-friendly names and colors. Consistency beats quantity.
Inbox All Labels Pn

Create & manage conversation labels

Create labels, label conversations, and manage labels in your MessageDesk workspace.

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Core Inbox actions you’ll use every day

  • Assign a conversation to a teammate. Ownership prevents double replies.
  • Comment internally (yellow composer) and @mention the next owner.
  • React with emojis to quickly acknowledge messages and comments.
  • Close resolved threads. They’ll reopen automatically on new activity.
  • Label for easy filtering and reporting.
  • Multi-select to take quick actions on conversations in bulk.
  • Export conversation to CSV or PDF from the conversation toolbar’s ⋯ More Options menu.
  • Search, sort, filter to build focused queues (Unread First, Waiting Longest, by label/assignee/line).
Deleting messages from a thread is restricted to Owners. Only users with Owner permission on a phone number’s Inbox Access can delete individual messages from a conversation thread. By default, only Admins have Owner access to every phone line. To prevent a user from deleting messages, make sure their role doesn’t have Owner permission on that phone line. See Team Management → Permissions for details.

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Best Inbox practices

  • One owner per live thread. Assign early. Reassign on handoff with a comment.
  • Close what’s done. Keeps the Open Inbox clean and accurate.
  • Use templates + tags. Respond faster and stay on-brand.
  • Segment by line. Give each department a dedicated number for clarity.
  • Standardize labels. Agree on names and colors so filters stay useful.

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FAQ

Does the Inbox change message deliverability?
No. Open/Closed/Assigned/Labels affect team workflow only, not sending. Can I restrict who sees which phone lines?
Yes. Use roles and permissions to limit access to specific lines and teammate inboxes. Do comments go to customers?
No. Comments are internal-only. You’ll see a yellow composer when commenting. How many recipients can I message at once?
Up to 100 per message sent. Each reply comes back as a private 1-on-1 message. Can I upload and reuse files?
Yes. Attach media from your computer or Workspace files. Larger files send as secure links.

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Troubleshooting

  • I can’t find a conversation.
    Clear filters, check you’re on the right phone line view, then use Search (by message content or conversation). For contact names, search in Contacts.
  • I don’t see Assign/Close/Labels.
    Open a specific thread and check your permissions.
  • Too many labels to manage.
    Consolidate with prefixes (Support:, Sales:), archive duplicates, and document your naming rules.