Inbox Overview

The Social Sync Inbox is a unified inbox for one-to-one supporter conversations, bringing supported channels such as WhatsApp and SMS together in one place.

Each conversation sits alongside a single supporter view, giving your team access to the wider supporter, campaign and fundraising context without leaving the Inbox.

Use the Inbox to:

The Inbox is organised around the supporter, rather than individual message threads.

This creates a single supporter view of their conversations and wider relationship with your organisation, even when they use different channels or get back in touch later.

Where multiple channels are available, switch between tabs such as WhatsApp and SMS while keeping the wider supporter conversation together.

Conversation status is also managed at supporter level, so closing a conversation means their current enquiry or interaction has been resolved.

Use the controls at the top of the unified Inbox to quickly find and organise conversations.

You can:

New inbound conversations appear as Open for your team to manage.

Inbox conversations are either Open when they still need attention, or Closed once the supporter’s enquiry or interaction has been resolved.

Select Close when the conversation is complete. It will leave your open queue but remain available in the Inbox, and can be reopened at any time. If the supporter gets back in touch later, their previous conversation history remains available in the same supporter view.

Use Follow-up when a conversation needs additional attention or your team needs to return to it later.

Follow-up conversations are highlighted and can be filtered separately, giving your team a simple way to focus on priority interactions.

Select multiple conversations to:

Bulk actions make it easier to keep the Inbox organised when several conversations need the same update.

The single supporter view gives your team useful context alongside every conversation.

Depending on the information available, you can view:

This helps your team give more relevant and personal responses without searching through different areas of Social Sync.

Social Sync shows useful context around how messages in the conversation were sent.

For automated Journey Builder messages, you can see information such as the campaign, pathway, touchpoint, audience record and send time.

For messages sent manually by your team, you can see who sent the message and when.

This gives your team a clear view of both the automated and human interactions that have taken place.

Open a conversation to respond through the relevant channel.

The exact messaging experience varies by channel, but the unified Inbox gives your team one consistent place to:

For channel-specific features and messaging rules, see the relevant Inbox guides.

Quick Replies help your team answer recurring supporter questions faster while keeping responses consistent and personal.

Create reusable responses for common enquiries such as registration information, fundraising links, campaign questions and next steps. Quick Replies can also include dynamic supporter and campaign information.

See our Quick Replies guide for more information.

The unified Inbox gives your team one consistent place to manage supporter conversations, while each channel keeps its own features and messaging rules.

Use WhatsApp for real-time one-to-one conversations, reactions and richer supporter engagement, alongside the supporter’s wider journey and fundraising context. See our Managing WhatsApp Conversations guide.

Use SMS for simple one-to-one text conversations through the same supporter-focused Inbox experience. See our Managing SMS Conversations guide.

A supporter can receive an automated message based on their behaviour, reply with a question and move seamlessly into a one-to-one conversation with your team.

Your team can see what was sent, why it was sent and the wider supporter context behind it, all from the same unified Inbox and single supporter view.