Text Conversations
Text Conversations provide a centralized inbox for individual text communication between your organization and contacts.
Conversation history may include:
Individual messages
Messages received from contacts
Bulk text messages
Text-to-Donate responses
Automatic SMS subscription responses
Access Text Conversations
Log in to DonorDock
Open the Outreach Menu
Select Texting
Select Text Conversations
The page contains three primary sections:
Conversation Inbox
Conversation Panel
Contact Summary Card
Conversation Inbox
The inbox appears on the left side of the page. Conversations are displayed with the most recently active conversation first.
You may filter the inbox between:
Open conversations
Closed conversations
Blocked conversations
Closing a conversation removes it from the active inbox without deleting the history. If the contact sends another message, the conversation will reopen automatically.
Conversation Panel
The center panel displays the full text history with the selected contact. Messages received from the contact appear on the left, while messages sent by your organization appear on the right. Messages sent by team members identify the sender.
Automated messages, such as Text-to-Donate responses, display auto-response as the sender. If a message cannot be delivered, DonorDock displays the error on the message.
Contact Summary Card
The Contact Summary Card appears on the right side of the selected conversation and provides quick access to information such as:
Contact name
Mobile number
Badges
Basic contact information
Use the action menu on the card to:
View the contact record
Edit the contact
Block the contact
Blocked conversations are moved to the Blocked inbox.
Start a New Conversation
Navigate to Outreach > Texting > Conversations.
Click + New Conversation.
Complete the Send Text activity fields.
Click Create and Save.
Fields may include:
Send to Contact
Subject
Text Message
Campaign
Appeal
The message is added to the contact's activity history, and the conversation appears in the Text Conversations inbox.
If the contact previously had a closed conversation, sending a new message reopens that conversation so the existing history remains available.
Receiving a New Text
When DonorDock receives a new text, a notification appears on the Text Message icon near the top of DonorDock. The message also appears in the Conversations inbox.
Recognized Contact
If the sending mobile number belongs to one contact, DonorDock automatically associates the conversation with that contact.
Number Belongs to Multiple Contacts
If the number appears on multiple contact records, the conversation may display as Unknown. The Contact Summary Card will provide possible contact matches. Select Link next to the correct contact to associate the conversation.
New Phone Number
If DonorDock cannot identify the number, the conversation will display as Unknown. When you know the contact, click + Create Contact to create a new contact and associate the conversation.
Blocking Contacts
If your organization receives spam or otherwise needs to prevent communication with a number:
Open the conversation.
Open the Contact Summary Card action menu.
Select Block.
The conversation moves to the Blocked inbox.
You can later unblock a contact from the Blocked conversations view.
SMS Unsubscribes
If a contact replies STOP, DonorDock marks the contact as SMS Unsubscribed. SMS-unsubscribed contacts cannot receive texts through DonorDock.
Contacts may opt back in by texting START, or your team may use the Resubscribe SMS contact action when appropriate.