Turn Google Sheets into a collaborative SMS inbox: receive replies, assign responsibility, and move each conversation from open to resolved.
Inbox Workflow in 4 Steps
- Collect inbound SMS replies into a dedicated sheet tab.
- Assign each row to an owner with a dropdown list.
- Update status (`new`, `follow-up`, `done`) as actions progress.
- Use filters/views to manage daily queue and SLA.
High-Impact Automations
- Auto-highlight urgent keywords like `STOP`, `refund`, `cancel`.
- Auto-stamp `first_response_at` when status changes from `new`.
- Daily summary tab by owner and unresolved count.
Why Teams Use This
- No new CRM required for lightweight SMS ops.
- Clear accountability using owner/status fields.
- Fast onboarding since everyone already knows Sheets.
Best fit by team type
- Support teams that want to manage SMS replies in a simple shared queue.
- Logistics teams that need fast reply handling for drivers, dispatch, and route questions.
- Schools and local communities that need owners and status tracking for inbound responses.
- Property managers coordinating maintenance updates, resident replies, and follow-up tasks.
Start with receive, then layer inbox workflows
If you are still setting up inbound capture, begin with the Receive SMS in Google Sheets guide and then return here to add owner, status, and SLA workflows.