Platform Messaging (Dashboard v2)

Platform Messaging in Dashboard v2 is your central communication hub. From a single inbox you can reach supporters across SMS, email, and in-platform messages, and every conversation is kept together regardless of the channel it came through.

Opening Platform Messaging

Click the chat bubble icon in the top-right of your dashboard to open the messaging interface. From here you can view and manage every conversation with your supporters.

Conversations

The Conversations tab lists all of your active chats in a sidebar. Selecting a conversation opens its full message history on the right, including messages sent across every channel.

• Search: Filter conversations by supporter name.
• Seen / unseen: Track which conversations have new activity. Opening a conversation marks it as seen.
• Auto-refresh: The list refreshes automatically so new messages appear without reloading.

To start a new conversation, click New, then search for and select the supporter you want to message. If a chat with that supporter already exists, you'll be taken to it; otherwise a new conversation is created.

Message channels

Each conversation can be sent through one of three channels. Use the channel selector above the message box to choose how a message is delivered.

SMS

Send a text message directly to a supporter's mobile phone.

• The supporter must have a valid mobile number and SMS enabled.
• Your organization must have a configured SMS From number. Choose the number to send from in the From field.
• If no sending number is configured, you'll see "No numbers configured" and the message cannot be sent until a number is set up.

Email

Send a formatted email to the supporter.

• Choose which email on the supporter's profile to send to.
• Add a subject line and rich-text content.
• Emails send from your organization's default address, or from a custom email domain if one is configured.

In-platform message

Send a message that appears directly in the supporter's donor portal. No external delivery is required—the message shows up in their portal the next time they're logged in.

Outbox

The Outbox tab gives you a full view of every message sent across your organization, including automated/triggered messages such as receipts, welcome emails, and form confirmations.

For each message you can see the recipient, the channel (email, SMS, or platform), the send date and delivery status, and the associated supporter. From the Outbox you can:

• View a message to see its full content and analytics.
• Tag the supporters associated with selected messages.
• Export selected messages for reporting.

Filters help you narrow the view by error status, campaign, household, supporter, message name, message type (triggered vs. regular), event trigger, and communication list.

The donor-facing chat widget

Supporters have their own messaging view inside the donor portal. By clicking the chat bubble in their portal, they can see their complete history with your organization—SMS, email, and platform messages—organized chronologically in one place, and reply to you directly.

Inbox Chat display settings

In your settings, the Inbox Chat module controls where the chat widget appears for supporters in the donor portal. Two options are available:

• Include in menu: Surfaces the chat widget in the donor portal navigation menu.
• Include in header: Surfaces the chat widget in the donor portal header.

You can enable either or both. The chat widget is available to supporters as long as at least one of these settings is turned on; if both are off, the widget is hidden from the donor portal.

Tips

• Set up an SMS sending number before relying on the SMS channel—without one, texts can't be delivered.
• Use the Outbox filters to audit automated messages (like receipts) and confirm they're sending successfully.
• Enable at least one Inbox Chat display setting if you want supporters to be able to message you from their portal.