Any message from a contact reopens their conversation and moves it to the top of your inbox. You do not have to remember to check a separate system, and a donor who replies three weeks later does not fall into a void.
Each message is attributed, the team member's name when a person sent it, or auto-response when it came from an automated reply. On a team of three sharing one number, that is the difference between coordinated and chaotic.
Texting is not a replacement for email; it is better than email at a few specific things. Confirming attendance. Answering a quick question about a recurring gift. Reaching a volunteer the morning of an event. A short thank-you that feels personal because it arrived like a text from a friend rather than a receipt.
SMS unsubscribes are tracked separately from email unsubscribes and honored automatically, alongside Do Not Solicit. Bad mobile numbers get flagged with their own contact report, so you can clean up landlines sitting in a mobile field instead of paying to text them.
Conversations handle one-to-one. For sending to a segment, see text message outreach; for giving by text, see text-to-donate. Every text logs as an activity, so it shows up in reports and on the contact's timeline — and an automation can send one as a step.
Can donors text my organization back?
Yes. DonorDock has a two-way conversation inbox under Outreach > Texting > Conversations, and a contact's reply automatically reopens their conversation.
Where do text replies go?
Into your Conversations inbox, sorted by most recent message, with the contact's summary card and badges alongside the thread.
Can I see which team member sent a text?
Yes. Messages are attributed to the team member who sent them, or marked as an auto-response when sent automatically.
What do I need before I can text donors?
A text number, A2P 10DLC registration, and text credits. Your plan includes a monthly credit allotment.
Are text opt-outs handled separately from email?
Yes. SMS unsubscribes are tracked and honored separately from email unsubscribes and Do Not Solicit.
Do texts show up on the contact record?
Yes. Text messages log as activities, so they appear on the contact's timeline and in activity reports.
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