Inbox settings: SMS number, phone, AI receptionist and auto-tasks
Turn on texting and choose your number, connect your phone system, and decide what happens when a new text, chat or DM arrives: contact, AI reply and follow-up task.
Where it is
- Integrations → Inbox, SMS & phone — Also opened by Rules at the top of the Inbox.
Settings for this
- Integrations → Inbox, SMS & phone → SMS — Turn on texting; shared number, your own number, or Twilio.
- Integrations → Inbox, SMS & phone → Phone system — MaxoTel: missed calls, click-to-dial and your extension.
- Settings → Website chat — The website widget and its own AI receptionist switch.
- Marketing → Automations → Templates — The Missed-call text-back automation.
Open Integrations → Inbox, SMS & phone, or press Rules at the top of the Inbox. The page is called Inbox, SMS & phone.
Texting (SMS)
- Turn on texting to send from a shared BuildTrack number; customers' replies come back to the Inbox.
- Get my own number: search Australian mobile numbers and pick one. Release number gives it back.
- Use Twilio instead: pick a number BuildTrack sets up for you, ask BuildTrack to set one up, or connect your own Twilio account. Australian carriers need your business verified first, which usually takes 1–3 business days.
- Turn off texting stops booking texts, notifications and Inbox replies by text.
Phone system (MaxoTel)
- Create an API key in your Maxo portal (with SMS, Initiate Call and Call History permissions), paste it and press Connect MaxoTel.
- Each person enters My extension and presses Save extension so Call rings their phone first.
- Missed calls are checked every 2 minutes and can start the Missed-call text-back automation (Marketing → Automations → Templates).
When a new conversation arrives
- Auto-create a contact: an unknown person who texts, chats or DMs you becomes a contact (lead source: social media).
- AI receptionist on SMS: Off (staff answer every text), After hours only or Always. It uses the same assistant and business hours as website chat.
- AI employee on Messenger & Instagram: the same three choices for DMs. While it's on, quick DMs and story reactions don't create contacts or tasks; the AI creates them when a real enquiry develops.
- Create a follow-up task on new conversations: assign it to One person (pick the Assignee) or Round-robin a team (tick the Team pool), and set Task due within (hours).
- Press Save.
The AI stops for good in any thread once a staff member replies there.
Who can change it
Anyone who can open Integrations can open this page. Phone, SMS and AI choices affect the whole business, so keep it to managers.