Conversational Management
Unified workspace for managing two-way supporter conversations at scale. AI-assisted responses, team collaboration, and intelligent routing.
Workspace Features
Everything your team needs to manage supporter conversations efficiently and empathetically.
Unified Inbox
All supporter conversations in one place. No more juggling multiple tools or losing track of messages.
AI-Assisted Responses
Claude analyzes incoming messages and suggests contextually appropriate responses. Review, edit, and send with one click.
Canned Response Library
Pre-approved response templates for common questions. Maintain consistency and speed up response times.
Team Collaboration
Assign conversations, add internal notes, @mention teammates, and track who's handling what.
How Conversation Management Works
From incoming message to resolution in four seamless steps.
Incoming Message Alert
Supporter sends SMS. Message arrives in unified inbox with AI analysis attached.
AI Analysis & Routing
Claude detects intent, sentiment, and urgency. Routes to appropriate queue or team member.
Operator Review
Team member sees AI-suggested response and supporter context (donation history, engagement score, past conversations).
Response & Resolve
Operator reviews AI suggestion, edits if needed, and sends. Marks conversation as resolved or adds follow-up reminder.
Advanced Capabilities
Powerful tools for search, tagging, alerts, and performance tracking.
Smart Search & Filters
Find conversations instantly by supporter name, keyword, status, assignment, sentiment, or custom tags.
Conversation Tagging
Tag conversations by topic (payment issue, inquiry, complaint, thank you) for reporting and routing.
Priority Alerts
Get notified immediately for urgent conversations flagged by AI: complaints, payment issues, or negative sentiment.
Response Time Tracking
Monitor team performance with first response time, resolution time, and conversation volume metrics.
Conversational Management in Action
See how teams handle common scenarios with intelligent routing and AI assistance.
Payment Issue Resolution
Regular donor's card declined. Supporter sends frustrated message.
- AI flags as urgent payment issue + negative sentiment
- Operator sees payment history, last successful transaction date
- AI suggests empathetic response with payment portal link
- Operator personalizes message, sends resolution steps
- Follow-up task created to check if payment updated
68% recovery rate, 95% positive sentiment shift
Event Inquiry Handling
P2P participant asks about fundraising milestone rewards.
- AI identifies inquiry about event rewards
- Operator sees participant's current fundraising progress
- Canned response template auto-populated with milestone details
- Operator adds personal encouragement
- Conversation tagged 'Event Inquiry' for reporting
Sub-2-minute response time, increased fundraising effort
Complaint Escalation
Donor unhappy with how funds were allocated.
- AI detects complaint + strong negative sentiment
- Priority alert sent to senior team member
- Operator sees full conversation history and donation record
- Manager crafts personalized response with transparency
- Internal note added for follow-up call
Donor concern addressed, relationship preserved
Built for Team Collaboration
Coordinate seamlessly across operators, managers, and fundraising teams.
Assignment & Ownership
- Assign conversations to specific team members
- Round-robin auto-assignment for load balancing
- VIP routing to senior staff for major donors
- Transfer conversations with full context
Internal Notes & @Mentions
- Add internal notes visible only to team
- @Mention colleagues to loop them in
- Flag conversations for manager review
- Track conversation history and handoffs
Seamlessly Integrated
Conversational management syncs with your supporter database, CRM, and other platform features.