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, review the wider conversation history and access relevant supporter information while you reply.

SMS conversations sit 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:

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

The supporter panel remains available alongside the SMS conversation, giving your team useful context while responding.

Depending on the supporter, you can access information such as:

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

This helps your team provide more relevant answers without having to search through different areas of Social Sync.

The SMS tab keeps the supporter’s previous SMS communication together in one continuous conversation.

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

Conversation status is managed at supporter level, rather than separately for each channel.

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

Select a Quick Reply, add any required dynamic information, review the response and send it directly from the conversation.

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

SMS is one of the supported communication channels brought together in the Social Sync Inbox.

The Inbox handles the wider conversation management experience, including:

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

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 works in the same way as managing channel preferences for WhatsApp and email and does not affect their other channel subscriptions.