Inbox Overview

The Social Sync Inbox brings your one-to-one supporter conversations together in a single workspace.

Manage conversations across supported channels such as WhatsApp and SMS, while keeping the supporter’s wider relationship with your organisation visible alongside the conversation.

Use the Inbox to:

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

This gives your team one continuous view of their interaction with your organisation, even if they use different channels or get back in touch at a later date.

Where a supporter is available across multiple channels, you can switch between tabs such as WhatsApp and SMS while keeping the wider supporter conversation together.

Use the controls at the top of the Inbox to quickly find and organise the conversations your team needs to manage.

You can:

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

Inbox conversations use two simple statuses:

Select Close when you have finished dealing with the supporter. The conversation will leave your open queue but remain available in the Inbox.

You can reopen a closed conversation at any time.

If the supporter contacts you again later, their previous conversation history remains available so your team can continue with the full context.

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, making it easy to maintain a focused list of priority supporter interactions.

You can add or remove the follow-up status at any time.

Bulk actions help your team manage larger volumes of conversations efficiently.

Select multiple conversations to:

This makes it easier to keep your Inbox organised when several conversations need the same update.

When you open a conversation, the supporter panel gives you useful context without leaving the Inbox.

Depending on the information available, you can view:

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

When reviewing a conversation, Social Sync shows useful context around how each message was sent.

For automated messages from Journey Builder, you can see details such as the campaign, pathway, touchpoint, audience record and when the message was sent.

For messages sent manually by your team, you can see which user sent the message and when it was sent.

This makes it easier to understand the full conversation history and see 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 Inbox gives your team one consistent place to:

This keeps one-to-one communication connected to the same supporter data and journeys already being managed in Social Sync.

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 include dynamic supporter and campaign information and can be edited before sending.

See our Quick Replies guide for more information on creating and managing reusable responses.

The Inbox gives your team one consistent workspace while allowing each channel to keep its own functionality and messaging rules.

Manage inbound replies and one-to-one WhatsApp conversations alongside the supporter’s wider journey and fundraising information.

See our Managing WhatsApp Conversations guide for WhatsApp-specific behaviour, including the 24-hour engagement window, Meta approval and read receipts.

Manage inbound and outbound one-to-one SMS conversations through the same supporter-focused Inbox experience.

See our Managing SMS Conversations guide for SMS-specific guidance.

Additional supported channels can be brought into the same Inbox experience over time.

The Inbox works alongside Journey Builder to connect automated journeys with genuine human interaction.

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 supporter activity behind it all while responding from the same workspace.

This gives your team the efficiency of automation with the context and flexibility to provide personal stewardship when it matters most.