In most cases, we hope to use automated responses to keywords. However, there will be many cases in which an inbound SMS will need reviewed and replied to manually.

In an ideal world, we would have an inbound SMS view that shows the Contact it is from, the phone number it is from, the first X characters, the date/time, an 'Assigned To' contact field. When you click on a record, it would have the full message, details, history of SMS with the phone number it was from, and a button to 'Reply'.

When an inbound SMS is received that does not match a keyword, we would assign the inbound SMS to a related Contact in D365 Marketing through a Journey. That Contact would be a D365 user who could login, see inbound SMS assigned to them, open a record, see the history, and reply manually.

The reply would be from the number the original message was sent to.