Using the staff inbox
Read, assign, and reply to resident SMS conversations from one place.
Updated
Open HelloCivic Text → Inbox to see every two-way SMS conversation with residents.
The layout
- Left panel — conversation list, filterable by status (open, waiting, resolved) and searchable by phone number or message text.
- Right panel — full message thread, contact summary, linked service requests, and the reply box.
Click any conversation to open it. Unread threads are highlighted until you view them.
Replying
Type in the reply box at the bottom and click Send. Replies go out from your workspace's assigned civic number — the resident sees a normal SMS thread on their phone.
SMS is not email. Messages over 160 characters split into multiple segments (and may cost more). The reply box shows a live segment counter.
Conversation status
Update status from the dropdown to keep your team aligned:
- Open — needs a response.
- Waiting on resident — you replied; ball is in their court.
- Resolved — conversation complete (you can reopen anytime).
Linked service requests
If a conversation spawned a service request, you'll see a card linking to it. Open the request to update priority, status, or internal notes without leaving context.
When replies don't send
Check the overview page for pauses or quota limits. See troubleshooting HelloCivic Text if messages stay queued or fail.
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