What to review before you start
Set limits on what automated replies can answer. Use approved information, test ambiguous questions, and keep payment details and sensitive personal information out of the conversation. A clear handoff matters more than keeping every interaction automated.
- List common questions and approve the information behind each answer.
- Define when a conversation should move to a person.
- Review unresolved replies and update the guidance over time.
Common questions
Should a bot answer every donor question?
No. Complaints, sensitive circumstances, and questions outside approved information need a human response. Make that route easy to find.
How should we measure a donor support workflow?
Review whether the question was resolved, how often supporters needed help, and whether handoffs preserved useful context. Response speed alone does not show answer quality.