Engagements

Upcoming or completed and cancelled communications between the agent and constituents are available for your review. Access engagements from the main Development Agent page, either by selecting the count in the Scheduled engagements box, or under Related links, by selecting Scheduled communications or Communication history.

Scheduled communications

Review upcoming communications for up to 7 days before a message is sent. Message timestamps adjust automatically based on browser settings to appear in your local time zone.

Note: Thank You communications for a donation are sent 48 hours later, leaving 48 hours for review.

Review by engagement type

Scheduled communications are grouped into four engagement types: Cultivation, Engagement, Solicitation, and Stewardship. Each box shows the number Scheduled and the number Unreviewed for that type.

  • Select Preview to review unreviewed messages of that type one at a time.

  • Select View list to see every scheduled communication of that type, including messages already reviewed.

From the list, select Back to all engagements to return to the engagement type tiles, or filter the list by Engagement type to focus on a single type.

Preview messages

The preview shows one message at a time so you can review content without opening each message individually. For each message, you can:

  • Select Approve and load another to approve the message and move to the next one.

  • Select Approve all to approve every remaining unreviewed message for that type.

  • Select Load another to move to the next message without approving it.

  • Give a thumbs up or thumbs down to indicate if the message is well written, or select Regenerate to draft a new version. When you regenerate, you're prompted for feedback and can choose whether to Apply this feedback to future engagements.

When you've moved through every message, a confirmation appears. If you skipped any messages with Load another, you can still select Approve all to approve the remaining messages.

To see the full message sequence, subject, body, and timestamp for a single engagement:

  1. From a list, to the left of a message, select the ellipsis (…).

  2. Choose View.

The Engagement details page shows exactly what the agent communicated with a constituent and how the interaction progressed. If you provide feedback and regenerate content, the message updates for that unique engagement. If you want feedback to help shape future messages, select Apply this feedback to future engagements.

Note: For upcoming messages flagged by the agent as needing human review, see Escalated actions.

Complete and Cancelled Messages

Access past messages by selecting Communication history under Related links from the main Development Agent page. This view is read-only and intended for monitoring past activity, not for editing or resending messages.

Each row represents a single engagement and includes the following information:

  • Scheduled - Date and time the message was scheduled to be sent.

  • Status - Final outcome, including:

    • Completed – The message was successfully sent.

    • Cancelled – The message was not sent because conditions changed (for example, the constituent became ineligible).

    • Escalated – The agent couldn't complete the engagement, so flagged it for human review.

  • Messages - Number of individual messages sent as part of the engagement. Some engagements include multiple messages, such as follow-ups or variations sent to the same person.

  • Log - Brief description of the engagement goal or message type, such as an introduction or outreach scenario. This helps you understand why the message was sent without opening a separate record.

  • Person - Constituent associated with the engagement. Select the person’s name to view their record.

  • Interaction type - Delivery method used for the engagement, such as Email or SMS.

View interaction details and next steps

To see more detail about an interaction, open the constituent’s record and select Actions.

Find an action created by the agent, then select more in the Action summary to expand the details.

The expanded view includes an Interaction Summary, Key Info, and Notes. If an interaction was escalated, the Notes section includes an Action Required message that explains what to do next.