Example: you are sending appointment reminders, but when you arrive at the Customer, he says "But I replied to you that I was not available, I don't have time for you know". Woops, that could have been avoided.
In Message Insight, you get an overview of all your incoming and outgoing messages. Most of the times, you have a lot more outgoing messages than incoming messages, so it's not always easy to detect the incoming ones. Here is a tip for you:
1) Go to Message Insight
2) Click on "...Advanced search..."
3) In the status dropdown box, select "incoming"
You can also build your own application an implement a webhook to catch incoming messages. You will find more information about that here: https://docs.ringring.be/reference#messageapi-webhooks