People can just reply, and someone actually sees it
A message people cannot answer is a broadcast. Most of the time you want a conversation.
Replies land where your team already looks
Every reply appears in a shared inbox, threaded against the person who sent it, so anyone on the team can pick it up rather than it sitting in one person's phone.
The common answers can handle themselves
Keyword rules reply automatically. CONFIRM, STOP, or whatever word suits your process. Set the rule once and stop reading the same reply forty times a day.
Or pull them into your own system
Inbound messages are available through the API and can be pushed to a webhook the moment they arrive, so replies can update the record that triggered the message.