SMS replies in the Call Center

Where replies land

When a caller texts someone the donation link, or a donor answers a message sent from your campaign's number, the response doesn't disappear into a phone somewhere — it lands in Donor Relations → Call Center → Replies: "Texts people sent back to your campaign number."

Messages are grouped into conversations — one thread per person, not a flat feed — so a back-and-forth reads like any messaging app. Each session's workroom also has its own Replies tab showing just the conversations belonging to that list's people.

Reading the inbox

The left side lists conversations with the sender, a preview of the last message, and when it arrived. Unread threads stand out: a blue dot, bold text, and a count of new messages, plus a badge with the total unread. The list refreshes automatically every few seconds, so replies appear while your team is still calling.

Use the search box to find a conversation by name, phone number, or message text, and the Open / Done toggle to switch between active threads and the archive. Marking a conversation Done (the check icon) moves it out of the way; it can be reopened any time, and a fresh inbound text from that person will surface it again.

Click a conversation to read the full thread — their messages on the left, your campaign's on the right, each with a timestamp.

Replying

Type in the Reply… box at the bottom and press Enter (Shift+Enter for a new line). Replies go out from your campaign's own SMS number — never from a caller's personal phone — so the donor sees one consistent number throughout. Messages can be up to 600 characters and pass the same content rules as the rest of your texting; numbers that have opted out can't be messaged.

Jumping to the profile

The Open profile button in the conversation header takes you straight to that person in the Profile Center, matched by their phone number — so you can check their giving history, log a note, or record a pledge without losing the thread.

Who sees what

Managers see every conversation on the campaign number. Callers and team dialers see the Replies tab too, but only the conversations connected to their own outreach — and phone numbers are partially masked for roles without full contact access.

Tip: Assign someone to watch Replies during a phone-a-thon. "Sent Link" outcomes often turn into "how do I pay?" texts ten minutes later — a fast answer there is the easiest donation you'll close all night.

Note: texts that consist only of a keyword like STOP or HELP are handled automatically and kept out of this inbox — see Text-message keywords — STOP, START, and HELP.

Related articles

• Call Center sessions — how calling works
• The text-in assistant — supporters can text your campaign number
• Meet the Profile Center