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Every SMS campaign sends from your workspace’s own SMS number, and every reply to that number comes back to you in the campaign inbox. This page explains how to choose the number when you build a campaign and what happens when a recipient texts back.

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Your workspace SMS number

Your workspace SMS number is the number recipients see as the sender and the number they reply to. It is requested separately from your default onboarding voice number, and it becomes available once it has been approved and set up on the Numbers page.
Each workspace has one active SMS number. That number is shared across all of your SMS campaigns, so every reply from a recipient is tied back to the right workspace automatically.

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Choose the number when you build a campaign

When you create a campaign, the composer asks for a Sender number in the first step. This is required.
  • If your workspace already has an active SMS number, select it before continuing.
  • If your workspace does not have one yet, the composer points you to the Numbers page to request one. You cannot advance past the first step until a sender number is selected.
Selecting the sender number is what links the campaign — and any replies to it — to your workspace. For a step-by-step walkthrough of the whole composer, see Create an SMS Campaign.

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How inbound replies work

When a recipient replies to your campaign message, the reply is delivered to your workspace SMS number and appears in your campaign inbox, attributed to the right campaign conversation.
  • Replies to an active campaign appear in the Unified Inbox, threaded against the recipient and the campaign they replied to.
  • Opt-out replies such as STOP are actioned automatically and recorded against the recipient’s consent history.
  • A message from someone you have not messaged before still appears in the Unified Inbox as an unmatched-number conversation, so your team can review it and reply if appropriate.
To read, search, and act on replies, see Unified Inbox. For how opt-outs are handled, see Consent and Opt-outs.

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Replies are also saved to the contact — and to your CRM

If the reply comes from a contact in your workspace, Voqo also records it as a note on that contact, word-for-word, timestamped at the moment it arrived. With note write-back turned on, that note is pushed to your CRM as well — so a campaign reply lands on the contact record your team already works from, not only in the inbox. Every reply is saved, including a short “no thanks”. A one-word answer is still an answer, and it belongs on the record. The note says what the reply was replying to:
Jamie Citizen responded with “Yes, still interested” to the SMS campaign titled “Spring outreach”.
Two things this does not cover:
  • A reply from an unknown number creates no note. There’s no contact to attach it to, so it stays an unmatched-number conversation in the inbox.
  • Opt-out replies (STOP and similar) are actioned as consent changes and recorded in the consent history, not written as notes.
See your CRM’s note write-back settings for turning write-back on and for choosing which CRM note type each kind of conversation uses.

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Before inbound replies work in production

Inbound replies depend on your SMS number being set up to deliver them securely. Your Voqo administrator completes this once during setup:
  • The SMS number is registered so replies are delivered to Voqo.
  • Signed-webhook verification is enabled, with the shared signing secret and matching signature method configured in Voqo, so every inbound reply can be verified before it reaches the inbox.
  • The provider’s inbound SMS callback URL is pointed at Voqo for both staging and production before those environments are used for live replies.
Until this setup is complete, your campaigns can still send, but replies will not appear in the inbox. If you have requested an SMS number and replies are not arriving, this setup step is the first thing to check.

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Troubleshooting

I selected a sender number but replies are not showing in the inbox. Your SMS number may not have completed its inbound setup. Confirm with your administrator that the number is registered for inbound delivery, the provider callback points at Voqo, and signed-webhook verification has the correct secret and method configured. Once setup is complete, new replies will appear in the inbox. A reply is in the inbox but not linked to a campaign. Replies are linked to a campaign only when the recipient was messaged from your workspace SMS number as part of that campaign. A message from a number you have not contacted from this campaign appears as an unmatched-number conversation. Can I use a different sender number per campaign? Each workspace has one active SMS number, and every campaign sends from it. This keeps all replies for your workspace in one place. If replies still are not arriving after setup is confirmed, contact support with your workspace ID.