Speedy Reply Bonus

Reward advocates automatically when they answer a prospect quickly.

How It Works

Any reward (activity definition) related to a conversation can be a speedy reply bonus. You set a number of minutes in Reply Within (Minutes). When an advocate replies to a prospect within that time, Stoked claims the reward for them on that conversation. The advocate doesn’t have to request it.

The claim then follows the reward’s usual settings:

Requires Admin Approval checked: the claim goes to your Inbox to approve or reject. Unchecked: the advocate’s wallet is credited right away.
Claim limits, such as once per conversation, still apply. If a limit has been reached, no claim is made.
The claim’s notes say how long the reply took, for example “Replied in 4 minutes”.

Only replies sent after you turn the bonus on can earn it. Earlier replies aren’t rewarded.

Setting It Up

Go to Settings > Wallet Configurations and click the wallet the reward pays into.
Click Manage Activity Definitions.
Click Add Activity Definition, or click an existing reward to change it.
Set Related To to Conversation.
Under Claim Limits, set Per-Advocate Limit to a maximum of 1 claim per Conversation.
Under Speedy Reply Bonus, enter the number of minutes in Reply Within (Minutes). Any whole number from 1 to 1440 (24 hours) works.
Leave First reply in a conversation only checked to reward only the first reply in each conversation.
Choose whether the reward Requires Admin Approval.
Click Create, or Update for an existing reward.

To turn the bonus off, clear Reply Within (Minutes) and save.

Recommended Settings

To reward a quick first answer to each new prospect:

Setting	Value
Related To	Conversation
Per-Advocate Limit	Maximum 1 claim per Conversation
Reply Within (Minutes)	For example, 15
First reply in a conversation only	Checked
Advocates Can Request	Unchecked, so it’s only earned automatically
Requires Admin Approval	Your choice

If Visible to Advocates is checked, advocates see the reward on their Rewards page. With Advocates Can Request unchecked, it shows there without a Request button. Use the Description to tell them how to earn it, for example “Reply to a new prospect within 15 minutes.”

Settings That Don’t Mix

Related To must be Conversation. Otherwise the form says the bonus “needs the reward to be related to a conversation”.
Close conversation when approved can’t be checked. Approving the bonus would close the conversation the advocate just answered.

How Reply Time Is Measured

Reply time uses the same clock as the Reply Speed report and the Speedy Replier tag.

The clock starts at the prospect’s message. If the prospect sent several messages before the advocate answered, it starts at the first one.
Held messages start when released. A prospect’s first message is held until they finish verification. The clock starts when the message reaches the advocate, not when it was written.
Only active hours count. Time outside your community’s active hours is left out, read in the advocate’s own time zone (Eastern if they don’t have one set). With the default 8am–10pm window, a message sent at 11pm and answered at 8:05am counts as 5 minutes.
Off-hours replies count real time. If the message and the reply both fall in the same stretch outside active hours, the actual time between them counts. A message at 2am answered at 2:05am took 5 minutes.
Autoreplies never count. Stoked detects automatic replies from an advocate’s phone or shop texting system and shows them with an Autoreply label in the conversation. They don’t earn the bonus, and the clock keeps running until the advocate actually replies.

Which Replies Count

It has to be a reply. The prospect must write between two advocate messages, so two advocate messages in a row are never rewarded twice. A message the advocate sends before the prospect has written isn’t a reply.
First reply in a conversation only (the default) rewards only the first reply in each conversation. Uncheck it to let any reply to a prospect message earn the bonus, up to the reward’s claim limits.

How the two settings work together:

First reply only	Claim limit	What’s rewarded
Checked	Once per conversation	A quick first answer to each new prospect
Unchecked	Once per conversation	The first quick reply in each conversation, even if an earlier reply was slow
Unchecked	Higher, or none	Every quick reply, up to the limit

With First reply in a conversation only unchecked and no claim limit, every quick reply in a long conversation earns the reward. Set a limit under Claim Limits to control how much you pay out.

More Than One Bonus

You can set up more than one speedy reply bonus, for example 50 points for a reply within 15 minutes and 20 points for a reply within an hour. Each one is checked on its own, so a 10-minute reply earns both.

Reviewing Bonus Claims

Rewards with the bonus turned on show a Speedy ≤ N min badge in the Activity Definitions list, for example Speedy ≤ 15 min.
Claims that need approval appear in your Inbox with the reply time in their notes and a link to the conversation.
To see every claim, including auto-approved ones, click Activities in the sidebar.
Rejecting a claim is final. Stoked won’t claim the bonus again for the same reply.

Advocates see each claim in the Request History on their Rewards page, with its notes, the conversation, and its status. If wallet credit emails are on, they get an email when it’s credited. See Wallets.

Why Didn’t an Advocate Get the Bonus?

Check these:

The reply took longer than Reply Within (Minutes), counting only active hours.
First reply in a conversation only is checked, and this wasn’t the first reply.
The advocate’s message was marked as an autoreply.
A claim limit was already reached, for example the reward was already claimed for this conversation.
The reply was sent before the bonus was turned on.
The prospect hadn’t written since the advocate’s last message, so it wasn’t a reply.

The Speedy Replier tag is different: it recognizes advocates who are consistently fast over weeks, while the speedy reply bonus rewards each quick reply.