Sked Inbox reply templates (static and Smart replies) and conversation tags

Overview

Reply templates let you respond faster without losing quality or sounding generic. There are two types: static templates, which insert a fixed piece of copy into the reply field, and Smart replies, which use your Brand Kit to generate a reply written specifically for the conversation you are in. Conversation tags let you categorize any conversation and filter your Feeds around those categories. This article covers how to create and use both template types, and how to set up and use conversation tags.

Prerequisites

Before you start, confirm the following:

At least one Board is set up in your inbox. Reply templates and tags are managed through Board settings.
For Smart templates: a Brand Kit is configured on the relevant account. Smart replies draw from the Brand Kit — tone of voice, brand description, and custom instructions. If no Brand Kit is set up, Smart replies will be alert you they should be set up for best results.

Static reply templates

Static templates are fixed pieces of copy. When you select one in a conversation, the text is inserted into the reply field exactly as written. Use them for FAQs, standard acknowledgements, or any reply you send regularly that requires no modifications.

Creating a static template

Open a Board and go to Board settings → Reply templates.
Click to create a new template and select Static.
Enter a Template shortcut — something descriptive that you'll recognize quickly in the picker (for example: "Quick thank you" or "Opening hours").
Enter the message body — the exact text you want inserted when this template is used.
Set Access:
- Organization — available to everyone in the workspace, across any Board
- Personal — only visible and usable by you
- Specific boards — available only within the Board(s) you select
Optionally configure Preferred usage by selecting the Message type (Comment, Direct message, Mention, Review) and Channel (Facebook, Instagram, LinkedIn, TikTok, Google Business) where you use this template most. This is not a hard restriction — it surfaces the template higher in the picker for those contexts, so you get to it faster.
Click Create.

Using a static template in a conversation

Open any conversation in your inbox.
In the reply area, click the template icon.
The template picker opens. Static templates are identified by the A icon.
Click the template you want — its text is inserted directly into the reply field.
Edit the text if needed.
Click Reply to send, or Reply and close to send and mark the conversation as resolved at the same time.

Tip: Templates are ordered in the picker based on your Preferred usage settings. If you use a particular template constantly for Instagram DMs, setting that as its preferred usage means it appears near the top whenever you are in an Instagram DM — without hiding it from other contexts.

Smart reply templates

Smart templates use your Brand Kit to generate a reply tailored to the specific conversation you are in. Instead of inserting fixed text, they build a structured prompt that pulls in your brand voice, tone of voice, and the content of the message you are replying to — then generate a draft for you to review and send.

Use them when you need personalized replies at scale: handling negative comments in brand voice, responding to opening hours questions with your actual location details, or keeping DM replies on-brand without writing from scratch every time.

Creating a Smart template

Open a Board and go to Board settings → Reply templates.
Click to create a new template and select Smart.
Enter a Template shortcut that describes what this template is for (for example: "Negative comment response" or "Location and parking info").
In the AI prompt template field, write your prompt or choose from the suggested prompts to get started. Suggested prompts are pre-written starting points — for example: Generate an apologetic reply to a negative comment. Select one and edit it, or write your own. The field accepts up to 1,000 characters.
Under Refine with Brand Kit, select a Tone of voice from the dropdown — this is the connected Brand Kit account whose voice and brand description the template will draw from (shown as "Account name – Brand name", for example: "Rumble Website – Rumble").
Click Refine. Sked uses your prompt and Brand Kit to generate a structured prompt template. This includes your brand description, tone of voice, the reply intent, and a slot for the live conversation context.
Review the generated prompt in the AI prompt template field. You can edit it directly — it is free-text and fully editable.
Set Access (Organization, Personal, or Specific boards) using the same options as static templates.
Click Create.

Using a Smart template in a conversation

Open a conversation — Smart templates work for both DMs and post comments.
In the reply area, click the sparkle icon or use / engage the template picker
Select a Smart template from the list (identified by the sparkle icon).
Sked generates a draft reply using the prompt template and the conversation you are in — the output is specific to that message, written in your brand voice.
The draft appears in the reply field. Read it, edit anything that needs adjusting, then click Reply or Reply and close to send.

Note: Smart reply quality depends on how well your Brand Kit is set up. If the output sounds generic or off-brand, check that the Brand Kit for the relevant account is fully configured in Brand Kit. The more complete the tone of voice and brand description, the better the output.

Managing reply templates

All reply templates — both static and Smart — live in Board settings → Reply templates. From there you can:

Edit any template to update the name, message, access level, or preferred usage
Delete templates you no longer need
Change scope — update a Personal template to Organization when you want to share it with the team, or scope an Organization template down to specific Boards if it is only relevant in certain contexts
Smart replies are free text editable, add context, knowledge or phrases to use.

Templates scoped to Specific boards only appear in the picker when a user is working within one of those Boards. Organization templates appear everywhere.

Conversation tags

Tags are labels you apply to individual conversations to categorize them. Once a conversation is tagged, you can filter any Feed to show only conversations with that tag — making tags a flexible way to slice your inbox however your team needs.

Common uses: flagging customer inquiries, marking conversations that need a follow-up, or grouping conversations by campaign or topic.

Applying a tag to a conversation

Open a conversation in the inbox.
Click the tag icon in the conversation actions panel.
Select an existing tag from the list, or type a new tag name and press Enter to create it on the spot.
The tag is applied immediately and visible on the conversation card in the Feed.
You can apply multiple tags to the same conversation.

A tick icon on a conversation card means the conversation has been marked as closed. This is separate from tagging — a closed conversation can still have tags applied.

Filtering a Feed by tag

Open a Board and click the Add feed button, or edit an existing Feed.
In the Feed settings panel, go to the Tags filter.
Select the tag you want to filter by.
Click Create (or save the edit).

The Feed will now show only conversations that have that tag applied. You can create as many tag-filtered Feeds as you need — for example, one Feed per topic, or a dedicated Feed for anything tagged as a complaint.

Creating and managing tags

Tags are not personal — they are scoped at Board level or organization level.

Board-level tags — visible and usable only within that Board. Create and manage them in Board settings → Tags.
Organization-level tags — available across all Boards and Feeds in the workspace. Create and manage them in Organization settings → Tags.

When you type a new tag name directly in a conversation and press Enter, Sked creates a new tag at the level the system defaults to for that Board. To review and reorganize your tags, go to the relevant settings page.

There is no personal-level tag option — tags are always shared at Board or org scope so the whole team can filter against them.

Troubleshooting

A Smart template is generating generic replies that don't sound like us.

Smart templates draw from the Brand Kit. Go to Brand Kit for the relevant account and check that the brand description and tone of voice are filled in. The more specific and complete your Brand Kit, the more on-brand the output will be. If the Brand Kit is not configured at all, Smart replies fall back to a generic tone.

I can't find a template in the picker.

Two things to check. First, the template's Access setting — if it is set to Personal, only you can see it; if it is scoped to Specific boards, it only appears in those Boards. Second, if Preferred usage is configured, the template is ranked up for matching Message types and Channels — in other conversations it may appear lower in the list or may not surface at all. Edit the template's Preferred usage or access if needed.

A tag I created isn't showing up in the Feed filter options.

Check which scope the tag was created at. A Board-level tag only appears within that Board's Feeds. If you want a tag available across all Boards, re-create it as an organization-level tag in Organization settings → Tags.

I applied a tag to a conversation but the Feed tagged filter isn't showing it.

Confirm the Feed's Tags filter is set to the correct tag name. If you created the tag on the fly inside the conversation, it may have been saved at a different scope than the one the Feed is referencing. Check Board settings → Tags and Organization settings → Tags to find where it lives.

How to use the Sked Social inbox: Boards, Feeds, and reply templates (link to primary Inbox V2 article before publish)
How to set up a Brand Kit (add Help Centre link before publish)
How to create and manage Boards (add Help Centre link before publish)