# Messaging - SMS, e-mail and WhatsApp in one Inbox

> Reference for the Messaging module: one Inbox for SMS, e-mail, WhatsApp, calls and app chats, provider setup, templates, assignment and monthly limits.

Source: https://docs.smartposhub.com/modules/messaging/  
Last updated: 2026-10-30  
Product: SmartPOS Hub (https://smartposhub.com)

The **Messaging** module brings every conversation with your customers into one place: the **Inbox**, and a **Conversations** tab on each contact. SMS, e-mail, WhatsApp (through a shop phone), calls and [Shopper app chats](https://docs.smartposhub.com/modules/app-chat/) appear in one thread per customer.

> **How to turn it on**
> 1. **Plan:** Messaging (the plan sets monthly SMS, e-mails and incoming messages)
> 2. **Switch:** Settings › Business Settings › Modules › Messaging (off by default), then Settings › Messaging
> 3. **Permission:** See conversations assigned to me / See all / Send / Manage (User Management › Roles)
> - **Mobile app:** The Inbox is also in the SmartPOS Business app

## Set it up

1. Switch on **Messaging** in **Settings › Business Settings › Modules**.
2. Add a provider in **Settings › Integrations**: an SMS provider (Twilio, Vonage, Infobip, Plivo, SendPK, LifetimeSMS) and/or an e-mail provider (Mailgun, Resend, own SMTP). Use **Test connection**. For SMS and WhatsApp through your own SIM, pair a phone with [SmartPOS Connect](https://docs.smartposhub.com/modules/connect/).
3. Open **Settings › Messaging**. **What is used right now** shows the provider for SMS, E-mail and WhatsApp.
4. Choose **Send SMS through** (automatic: your SMS provider, else your phone, else the platform service if available), **Assign new conversations to**, **Create a contact for unknown senders** and **Mark conversations read when opened**.
5. Add signatures and message templates, then **Save**.

![Messaging settings with usage this month, What is used right now for SMS, E-mail and WhatsApp, Send SMS through and assignment options](https://docs.smartposhub.com/_astro/on-messaging-settings.Biu7FfOf.png) (web app page: `/messaging/settings`)

## Use the Inbox

- Filter by channel (**Shopper app**, **SMS**, **E-mail**, **WhatsApp**, **Call**), status (**Open**, **Pending**, **Open + pending**, **Closed**), location, assignee and **Unread only**.
- Reply on the same channel, add internal notes, assign and close conversations.
- On a contact's **Conversations** tab, pick the channel and address and write; attachments and templates are available.

![Business app inbox listing Shopper app, SMS, E-mail and WhatsApp conversations with assignees](https://docs.smartposhub.com/_astro/inbox-list.DdiCEXOI.png)
*The Inbox in the SmartPOS Business app.*

**Note:** 
Two-way SMS depends on the provider: Twilio, Vonage, Plivo and Infobip can receive replies; SendPK and LifetimeSMS send only. Own SMTP can read replies when mailbox polling is set up on the connection.

## Related pages

  - [App chat](https://docs.smartposhub.com/modules/app-chat/)
  - [Integrations](https://docs.smartposhub.com/modules/integrations/)
  - [SmartPOS Connect](https://docs.smartposhub.com/modules/connect/)
  - [Contacts](https://docs.smartposhub.com/customers/contacts/)

## Frequently asked questions

### What does the Messaging module do?

It gives you one Inbox for every SMS, e-mail, WhatsApp message, call and Shopper app chat with your customers, plus a Conversations tab on each contact where you can send and receive.

### Which SMS and e-mail providers can I use?

SMS: Twilio, Vonage, Infobip, Plivo, and for Pakistan SendPK and LifetimeSMS, or your own phone through SmartPOS Connect. E-mail: Mailgun, Resend or your own SMTP. Add them in Settings › Integrations.

### How does WhatsApp work?

Through a paired shop phone with SmartPOS Connect: incoming WhatsApp messages are captured and sending is assisted (the phone opens the chat with your text). There is no official WhatsApp Business API connection.

### What if I have no provider?

SMS and e-mail can go through the platform service when it is offered; otherwise sends are not possible. The What is used right now box on Settings › Messaging shows the route for each channel.

### Are there monthly limits?

Yes. Your plan sets SMS, e-mails and incoming messages per month. Usage is shown at the top of the Inbox and Settings › Messaging; a warning appears at 80 % and sends stop at 100 %.

### Where are message templates?

Settings › Messaging has templates you can insert when writing. Automatic customer notifications (invoice, payment, booking…) use Notification Templates.