Use message templates, and keep notes on fans

The Tools panel beside each chat helps you reply faster and remember who's who. It has two tabs: Insights about the fan you're chatting with, and your Templates. Everything in Tools is for your eyes only. Fans only ever see a template's words when you send them.

On a phone, Tools is a tab next to Chat and Media. On a computer you can put Tools away beside the chat, and your browser remembers your choice.

Insights about a fan

Open a conversation, then select Insights in Tools. You'll see:

• Total spent: what this fan has spent with you.
• Subscription: their current subscription, if they have one.
• Nickname: a name of your own for this fan. It shows in your conversation list.
• Notes: anything you want to remember about them. Mark a note as a favourite to keep it at the top, and use Search notes to find one.

Create a template

Templates are messages you've saved to reuse in any chat.

1. In Tools, select Templates, then Create template.
2. Give it a Template name and write the message.
3. To greet each fan by name, select Fan's name. It adds {name}, which becomes the fan's name when you send it.
4. Optionally, choose Add to folder.
5. Select Save template.

Use folders to keep templates tidy, for example "Welcomes" or "Promotions". You can rename or delete a folder, and pin the templates you use most.

Use a template

1. Open a conversation.
2. In Templates, choose a template. Use Search templates to find one quickly.

What happens next depends on Send immediately:

• Off: the template goes into the message box for you to edit first. Line breaks are kept.
• On: the template is sent to the fan straight away.

To edit or delete a template, open its menu.