Texter Guide

Everything you need to know to handle incoming messages on Daisychain.

This guide covers the basics of texting in Daisychain, including working the Reply Queue, using Quick Replies, and handling opt-outs. If you're an admin, feel free to customize this for your organization — add your own tips, remove sections that don't apply, or include specific instructions for your campaigns. If you're a texting volunteer, you might want to ask your admin if there's any custom guidance specific to this texting effort!

Getting Set Up

Your texting admin will invite you to Daisychain by email. Here's how to get started:

1. Check your email for an invitation from Daisychain and click the link to accept it.

2. Create your account by setting a password. You may also be asked to set up two-factor authentication for security.

3. Log in at go.daisychain.app. When you first log in, you'll see a welcome page with a link to the Inbox.

Your admin will probably share a link to the campaign you'll be texting for. That link takes you directly into the Reply Queue, which is where most of the action happens. If you're not sure where to go, reach out to your texting admin for a link.

The Reply Queue

The Reply Queue is the most common way texters work in Daisychain. It gives you a batch of conversations to work through one at a time, so multiple texters can divide up the work without stepping on each other's toes.

How It Works

1. Click "Start Replying." You'll enter a streamlined view of the Inbox with a batch of conversations (usually 25).

2. Work through conversations one by one. Sometimes you'll need to reply to answer a question. Other times you'll want to record information based on their response. When you're done with a conversation, click "Mark as Complete" and move on to the next one.

3. Finish your batch, then decide what's next. You can click "Get more conversations" if there are more available, or click "Stop Replying" to tag out and let someone else take over.

Tip: If you need to step away, don't worry — just let your admin know so they can release your batch so other texters can claim those conversations.

The Inbox

The Inbox shows all conversations across your account. Even if you're primarily using the Reply Queue, it's helpful to understand the basics of the Inbox.

Inbox Tabs

At the top of the conversation list, you can switch between three views:

• Inbox — All conversations that haven't been marked as "Completed," whether or not they've been read.

• Unread — Only conversations you haven't viewed yet (marked with a red dot).

• Completed — Conversations that have been marked as complete. If someone replies to a completed conversation, it automatically moves back into the Inbox.

Filtering Conversations

You can narrow down what you see in the Inbox using:

• Assignment Filters — View all conversations, only unassigned ones, or only conversations assigned to you.

• Tag Filters — View conversations with people who have a particular tag.

What You Can Do in a Conversation

When you open a conversation, you can:

• Read and send messages: Type your reply in the message box at the bottom and hit send.

• Mark as Complete: Click the button at the top of the conversation when you're done.

• Use Quick Replies: Click the Quick Replies icon (it looks like a small document) in the bottom-left of the message box to insert a pre-written response. More on this below.

• Use Emojis: Click the emoji picker to add some personality to your messages. 🙃

• View recipient info: The right-hand panel shows details about the person you're texting, including custom fields.

• Tag people: You can add or remove tags on a person's record directly from the conversation. Your admin may ask you to tag people based on their responses (for example, tagging someone as "Interested" or "Volunteer").

• Record question responses: If your admin has set up questions for the campaign, you can record answers based on what the person tells you.

• Opt someone out: If someone asks to stop receiving messages, you must press the "Opt Out SMS" button. This is important — it prevents them from receiving any future messages. More on this below.

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Quick Replies

Quick Replies are pre-written messages that your admin has set up to help you respond quickly and consistently. They save you from typing the same thing over and over.

How to Use Them

1. Open a conversation and click the Quick Replies icon (looks like a small document) in the bottom-left of the message box.

2. Browse or search for the right reply. You can filter by tags if there are a lot of options.

3. Click a Quick Reply to insert it into the message field.

4. Review the message — personalization tokens like {{ person.first_name }} will automatically fill in with the recipient's actual name after you send the message.

5. Edit if needed, then send.

Tip: Your admin may set up keyboard shortcuts for common replies (like /yes or /rsvp). Ask your admin if any shortcuts are available for your campaign.

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Handling Opt-Outs

If someone asks to stop receiving messages — whether they say "stop," "unsubscribe," or anything similar — you need to opt them out.

• Automatic opt-outs: If someone texts a standard opt-out keyword (like "STOP"), Daisychain will automatically opt them out.

• Manual opt-outs: If someone asks to be removed in a less standard way (like "please don't text me anymore"), click the "Opt Out SMS" button in the conversation. This button appears below their name in the Inbox.

Once someone is opted out, you will no longer be able to send them messages through Daisychain. This is both a best practice and a compliance requirement — always honor opt-out requests.

Email Notifications

Daisychain can send you an email notification when your Account has unread messages, so you don't have to keep checking the Inbox constantly.

How They Work

• Daisychain checks for unread messages every 10 minutes.

• You'll only get notified if you've been inactive on Daisychain for at least 60 minutes (so you won't get emails about things you already saw).

• You'll receive at most one notification email per day.

Turning Notifications On or Off

You can manage this setting in your profile:

1. Click your profile icon and navigate to your profile settings, or visit this link.

2. Check or uncheck "Send activity digests."

3. Click Save.

This only affects your own notifications — it doesn't change anything for your teammates. Turning off activity digests won't affect other emails like password resets.

Tips for Texters

• Be conversational. You're texting real people. Keep things friendly and natural.

• Use Quick Replies when you can. They keep your responses consistent and save time, especially during high-volume campaigns.

• Always honor opt-out requests. If someone wants to stop hearing from you, opt them out immediately.

• Mark conversations as complete when you're done so other texters know that conversation has been handled.

• Ask your admin if you're not sure how to handle a particular situation. They can help with tricky replies, escalations, or anything that feels outside the norm.