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Messages — Two-Way Conversations

Start a two-way conversation with anyone — one person or a small group — chosen by name, role, department, or segment, across email, SMS, and WhatsApp.

Messages is where you start and hold two-way conversations. Unlike a broadcast, a message opens a thread the recipient can reply to — and their reply lands back in your unified inbox. Use it to reach one person directly, loop in a small group, or pick recipients by their role, department, or audience segment. Every conversation stays connected to the person’s record so you always have context.

When to Use Messages

Reach for Messages whenever you want a reply. If you don’t need a reply — you’re posting a notice or running a broadcast — see Messages vs Broadcasts vs Internal Announcements to pick the right tool.

You want to…Use
Ask a donor a question and get an answerMessages
Check in with one volunteerMessages
Coordinate a small group of 3–5 peopleMessages
Post a staff-wide notice (no replies needed)Internal Announcements
Send a tracked appeal to a donor segmentBroadcasts

Starting a Conversation

  1. Go to Communications → Messages.
  2. Click New Message (the compose window opens).
  3. Add recipients (see Choosing Recipients below).
  4. Pick the channel — or let Muin choose the recipient’s preferred one.
  5. Write your message, or use AI or voice drafting.
  6. Click Send.

The conversation appears in your inbox immediately. When the recipient replies, the thread updates and you’re notified.

Choosing Recipients

You can address a message four ways — mix and match as needed:

MethodWhat it doesExample
By nameSearch any contact, member, or employee in your directory”Sarah Ahmed”
By roleEveryone holding a roleAll “Board Members”
By departmentEveryone in a team or departmentThe “Finance” team
By segmentA saved audience segment”Lapsed donors – 2024”

Messages is designed for 1:1 and small-group conversations. When you pick a role, department, or segment, Muin expands it to the individual people so each can reply into the same thread. For a large one-way send to a donor segment, use a Broadcast instead — it’s built for scale and adds tracking and unsubscribe handling.

Channel-Aware Sending

Each message goes out on a real channel, and Messages adapts to what’s connected and what the recipient prefers:

ChannelNotes
EmailDefault for most contacts; replies thread back into the inbox
SMSFor contacts with a verified, opted-in mobile number
WhatsAppRequires a connected WhatsApp Business number

If you don’t pick a channel, Muin uses the recipient’s preferred channel where one is set, falling back to email. The reply you receive comes back on the same channel and lands in the same conversation.

AI and Voice Drafting

You don’t have to write from scratch:

  • AI draft — Describe what you want to say and Muin drafts it for you. Drafts are grounded in your own records — the recipient’s history, your events, and your documents — never invented. See Grounded AI drafts for how provenance works.
  • Voice draft — Dictate your message and Muin transcribes and cleans it up. Useful on mobile or when you’re on the move.

You always review and edit before sending — AI prepares the draft, you stay in control of what goes out.

Replies and the Unified Inbox

Every message you send becomes a conversation in the unified inbox:

  • Replies appear in the same thread, regardless of channel.
  • You can assign a conversation to a teammate, tag it, set priority, or snooze it.
  • Internal notes let your team discuss a conversation privately — notes are never sent to the recipient.

Because Messages is two-way, it participates in SLA tracking and escalation workflows — so a conversation that needs a reply doesn’t get lost.

Next Steps