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Triaging submissions

Each Contact submission lands with AI-applied tags. Use them as the starting point, not the conclusion.

Who this is for: anyone with contact.manage. Requires AI master toggle on.

What AI tags

  • Priority — Low / Medium / High / Urgent
  • Category — General / Donor / Volunteer / Gift Request / Complaint
  • Sentiment — Positive / Neutral / Negative
  • Likely gift request (boolean) — AI suspects it should be a Request record, not a Contact one. See Bridge to Requests.

Steps

  1. Open Contact.
  2. Submissions list defaults to Open.
  3. Click a row. The detail pane shows the full message + AI tags + a Suggested reply if AI master is on.
  4. Edit the suggested reply, then Send. The reply goes via Resend; the submission moves to Replied automatically.
  5. Or Close without replying if it’s spam / out-of-scope.

What you’ll see

Video — coming soonTriage a contact submission with AIRecorder brief: V12 — Incoming submission with AI tags, open suggested reply, edit, send, moves to Replied.

Common issues

  • No AI tags — master toggle off or API key missing. The submission still lands; just untagged.
  • AI tag is wrong — over-ride manually from the detail pane. The audit log records the change.
  • Suggested reply has the wrong tone — the reply is a suggestion; rewrite freely. If the tone is consistently off, configure a comms style with the right voice; the suggester uses it.

Last updated: 2026-06-01 · Applies to: CartonCrew v1.56+

Form settingsBridge to Requests