đ©âđ» At a Glance
Quick Replies help your team respond faster during one-to-one supporter conversations in the Inbox.
Create reusable responses for common enquiries and use them across supported inbound channels, such as WhatsApp and SMS.
Quick Replies can help you:
Use reusable responses while replying to supporters in the Inbox
Stay consistent with approved messaging
Respond faster to recurring questions
Reduce repetitive manual typing
Add personalised supporter and campaign information
Keep responses aligned across different team members and channels
Use them for common enquiries such as registration information, fundraising links, event details, support questions and next steps.
Creating a Quick Reply
To create a Quick Reply:
Open Quick Replies â Go to Templates > Quick Replies.
Create a new Quick Reply â Select the option to add a new template.
Add a title â Give the Quick Reply a clear name so your team can find it easily.
Write your response â Add the message you want your team to reuse.
Add dynamic content â Insert merge fields where you want the response to include supporter or campaign-specific information.
Save your Quick Reply â Once saved, it will be available to use in supported Inbox conversations.
Use clear, practical titles based on the enquiry, such as How to Register, Find Your Fundraising Page or Event Pack Update.
Personalising Quick Replies
Quick Replies can include dynamic content, helping your team reuse the same response while still making it relevant to each supporter.
Depending on the conversation, you can include information such as:
Supporter details
Registration information
Fundraising links
Campaign or event links
Other supporter-specific information
Where dynamic content relates to a specific campaign or event, Social Sync will ask you to select the relevant record when you insert the Quick Reply.
This means one template can be reused across multiple campaigns without manually finding and copying the correct information each time.
Adding a User Signature
You can include a dynamic user signature in a Quick Reply.
This automatically adds the name of the team member using the response, helping keep one-to-one conversations personal without creating separate templates for each user.
For example, the same Quick Reply can automatically sign off with one team member's name today and another team member's name when they use it later.
Using Quick Replies in the Inbox
Quick Replies are designed to be used while having one-to-one conversations with supporters in the Inbox.
When replying to a supporter:
Open the relevant conversation.
Search for the Quick Reply you want to use.
Select the template.
Complete any required dynamic information.
Review the response before sending.
You can edit the inserted response before sending if you want to make it more specific to the conversation.
This gives your team the efficiency of a reusable response while keeping each supporter interaction personal.
Using Quick Replies Across Channels
Quick Replies can be used across supported Inbox channels, helping your team provide consistent responses whether a supporter contacts you through WhatsApp, SMS or another supported channel.
Using shared Quick Replies across channels can help your organisation:
Give supporters consistent information
Keep teams aligned on key messages
Reduce duplicated template management
Handle recurring enquiries more efficiently
You can still adapt the final message before sending to suit the supporter and the channel being used.
Managing Quick Replies
Use the Quick Replies area in your Templates collection to review and maintain your reusable responses.
We recommend regularly checking templates to make sure:
Information is still accurate
Links are up to date
Campaign or event wording is current
Responses still reflect your organisation's preferred tone
Duplicate or outdated Quick Replies are removed
Clear naming and regular maintenance make it easier for your team to find the right response while managing supporter conversations.
When to Use Quick Replies
Quick Replies work best for recurring one-to-one enquiries where your team often provides the same core information.
For example:
How do I register?
Where can I find my fundraising page?
How do I join the Facebook group?
When will my event pack arrive?
How do I update my details?
Where can I find more information about the event?
Use Quick Replies to provide the consistent core response, then personalise it where needed before sending.
Quick Replies are designed to make one-to-one supporter conversations faster and more consistent, not to replace personalised stewardship.