Managing SMS Conversations

When a supporter replies to an SMS, their conversation appears in the Social Sync Inbox for your team to manage.

You can respond directly, see the wider conversation history and use the single supporter view to access relevant supporter, campaign and fundraising context while you reply.

SMS sits alongside WhatsApp and other supported channels in the same unified Inbox.

For an overview of finding, prioritising and managing conversations, see our Supporter Inbox guide.

Open the supporter’s SMS conversation in the Inbox to reply directly.

You can write and send responses, insert dynamic supporter information, add personalised fundraising or registration links and use Quick Replies for common enquiries.

This makes it easy to provide one-to-one SMS stewardship without leaving the supporter conversation.

The single supporter view remains available alongside the SMS conversation, giving your team the context they need while responding.

Depending on the supporter, you can review information such as registrations, fundraising activity, lifetime value, tags, contact details and marketing preferences.

You can also insert relevant supporter, campaign and fundraising information directly into your response where supported.

This helps your team give more relevant answers without searching across different areas of Social Sync.

Previous SMS messages are kept together in one continuous conversation.

If the supporter also uses another supported channel, such as WhatsApp, you can switch between channel tabs while keeping the same supporter context in view.

Conversation status is managed at supporter level, helping your team see the wider interaction rather than treating every channel as a separate relationship.

Quick Replies help your team respond faster to recurring SMS enquiries while keeping responses consistent and personal.

Choose a Quick Reply, review or personalise it where needed, and send it directly from the conversation.

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

If a supporter no longer wants to receive SMS messages for a specific journey, update their SMS subscription status on the relevant audience record.

Once unsubscribed, they will no longer receive future SMS touchpoints from that journey.

This does not affect their subscriptions to other channels such as Email or WhatsApp.

SMS works as part of the wider Social Sync Inbox alongside other supported channels.

Search, filters, Open and Closed statuses, Follow-up, bulk actions and supporter-level conversation history are all managed through the same workspace.

See our Supporter Inbox guide for a full overview of managing one-to-one supporter conversations across channels.