An inbound message is a communication initiated by a customer or external party and received by a business through various channels such as SMS, email, social media, live chat, or voice calls. These messages typically include inquiries, support requests, feedback, or responses to marketing campaigns.
Inbound messages help businesses manage:
-Customer Support: Addressing questions, complaints, and service requests.
-Lead Generation: Capturing and qualifying potential customers.
-Engagement Tracking: Measuring customer interaction and response rates.
-Automation: Triggering workflows or automated responses for quick resolution.
Example:
A customer texting to check their order status or replying to a promotional SMS is considered an inbound message.
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