Falaah Falaah AI

Communications Hub

Manage multi-channel communications from a unified inbox — connect WhatsApp, email, and SMS, with AI auto-responses, intent routing, and escalation workflows.

The Muin Communications Hub centralizes all your organization’s messaging into a single inbox. Connect WhatsApp Business, email, and SMS. Let AI handle routine inquiries, route messages by intent, escalate when needed, and send campaigns to your audience — all from one place.

Overview

Channel Support

Channel Inbound Outbound AI Responses Broadcasts
Email Yes Yes Yes Yes
WhatsApp Yes Yes Yes Yes (template-based)
SMS Yes Yes Yes Yes
In-App Chat Yes Yes Yes No

Key Capabilities

  • Shared inbound address - Every organization has a live email address; mail sent to it opens a team conversation, with no setup
  • Unified Messages - All messages from all channels in one view
  • AI Auto-Responses - Automatically answer common questions
  • Intent Routing - Route messages to the right team based on content
  • Escalation Workflows - Ensure nothing falls through the cracks
  • Broadcasts - Send targeted messages to segments
  • SLA Tracking - Monitor response times and resolution rates
  • Contact Resolution - Automatically match messages to existing contacts

Setting Up the Communications Hub

Prerequisites

  • Muin admin permissions
  • For WhatsApp: Meta Business account (see WhatsApp Setup)
  • For SMS: Phone number or short code
  • For Email: Domain for sending (or use Muin’s default)

Initial Configuration

  1. Navigate to Communications –> Settings
  2. Enable the channels you want to use
  3. Configure each channel (details below)
  4. Set up team members and assignments
  5. Configure business hours

Business Hours

Set your organization’s availability:

  1. Go to Communications –> Settings –> Business Hours
  2. Define hours for each day of the week
  3. Set timezone
  4. Configure after-hours behavior:
Setting Description
Auto-Reply Send a message acknowledging receipt
AI Only Let AI handle after-hours messages
Queue Queue for next business day
Emergency Routing Route urgent messages to on-call staff

Channel Setup

Email Configuration

Muin gives every tenant a working sender out of the box — no DNS setup required for the default path. Want a branded sender on your own domain? Run the optional 6-step wizard.

Path C — Default sender (zero setup)

Donor receipts, payment alerts, and broadcast campaigns send from <your-tenant-slug>@falaah.ai over Muin’s managed AWS SES infrastructure. Replies go to a Reply-To address you configure at Settings → Communications — typically your team’s shared inbox.

  • Account and system emails (sign-in alerts, password resets, member welcome) use the same managed sender.
  • Add your team’s Reply-To at Settings → Communications → Channels so donor replies route to a real inbox you watch.
  • Reputation is shared across all tenants on this path; bounce/complaint events route to the muin-platform-default SES Configuration Set.

Inbound — your shared team address (zero setup)

The paths above are about the address your mail goes out from. Coming the other way, every organization already has an address people can write to:

<your-tenant-slug>@inbound.falaah.ai

It is live from the moment your organization exists — no toggle, no verification step, no DNS record. Send an email to it and Muin opens a conversation in Messages that your whole team can see and answer, rather than dropping it into one person’s private mailbox. Reply from Messages and the answer goes out over Muin’s managed sending infrastructure with that same address as the Reply-To, so the recipient’s next reply threads back into the same conversation.

Use it when your staff work out of personal email accounts, when you want a single published address on a form or a vendor record, or when a mailbox needs to outlive whoever set it up. Add the optional Email Forwarding setting on top and any document attachment that arrives is also extracted and filed into Documents.

Path A — Branded sender on your own domain (optional)

Run the 6-step wizard at Settings → Communications → Set up branded sender. The wizard generates DKIM and MAIL FROM records; you add them at your DNS host; SES verifies; replies route into the Muin comms hub via tokenized addresses.

  • After setup, receipts come from support@your-foundation.org (or whatever From you choose) with your domain’s reputation.
  • The wizard takes ~5 minutes plus DNS propagation (typically under 15 minutes).
  • If a record won’t verify, every wizard step has a built-in Get help → link that opens a tagged support ticket.

When to use which

Need Path C (default) Path A (BYO branded)
Zero setup ✓ —
Receipts within 30s of signup ✓ After wizard + DNS
Branded sender on your own domain — ✓
Replies routed into the Muin comms hub UI Replies go to your Reply-To inbox ✓ Replies in Muin
Best email reputation Shared (Muin manages) Your domain’s reputation

Mailbox Connections (Path B)

Connect your team’s existing Microsoft 365 or Google Workspace mailbox so the messages you already receive in Outlook/Gmail show up alongside donor receipts in the Muin unified inbox. Connection is per-user — each teammate connects their own account at Settings → Communications → Connected mailboxes.

Path B is independent of Path A and Path C — pick any combination. Most nonprofits run Path C for donor receipts (zero setup) and Path B for staff inbox visibility (per-user OAuth).

SMS Setup

  1. Go to Communications –> Settings –> SMS
  2. Choose your number type:
Type Description Best For
Local Number Standard 10-digit number General messaging
Toll-Free 1-800 style number Professional image
Short Code 5-6 digit code High-volume broadcasts
  1. Complete carrier registration (required for A2P messaging)
  2. Configure opt-in/opt-out keywords
  3. Set up auto-replies for STOP, HELP, and INFO keywords

WhatsApp Setup

Connecting WhatsApp Business requires a Meta Business account and approved phone number. See the dedicated WhatsApp Business Setup Guide for step-by-step instructions.

Unified Inbox

Inbox Layout

The messages view at Communications –> Messages shows:

  • Left panel - Conversation list with filters
  • Center panel - Active conversation thread
  • Right panel - Contact details, history, and actions

Conversation Filters

Filter Options
Channel Email, WhatsApp, SMS, In-App, All
Status Open, Pending, Resolved, Closed
Assigned To Specific team member, Unassigned, Mine
Priority Urgent, High, Normal, Low
SLA Status On Track, At Risk, Breached
Tags Custom tags applied to conversations

Working with Conversations

Replying:

  • Type your reply in the message box
  • Select the channel to reply on (defaults to the inbound channel)
  • Attach files, images, or documents
  • Use saved replies for common responses

Actions:

Action Description
Assign Route to a specific team member
Tag Add labels for categorization
Priority Set urgency level
Snooze Hide until a specified time
Resolve Mark the conversation as resolved
Merge Combine duplicate conversations

Internal Notes:

  • Click the Note tab in the reply area
  • Add notes visible only to your team
  • Tag team members with @mentions
  • Notes appear in the conversation timeline but are never sent to the contact

AI Auto-Responses

How AI Responses Work

Inbound Message → AI Analyzes Intent → Knowledge Base Match?
       │                                     │
       │                              Yes ──→ AI Responds
       │                              No  ──→ Route to Human
       │
       └─→ Confidence Score ──→ High: Auto-send
                                Medium: Draft for review
                                Low: Route to human

Configuring AI Responses

  1. Go to Communications –> Settings → AI tab
  2. Toggle Enable AI Auto-Responses
  3. Configure behavior:
Setting Options Description
Confidence Threshold 0-100% Minimum confidence to auto-send (default: 80%)
Review Mode Auto-send, Draft, Off How AI responses are handled
Channels Per-channel toggle Enable AI per channel
Business Hours Only On/Off Limit AI to business hours or 24/7
Fallback Message Custom text Sent when AI cannot answer

Training AI

Improve AI responses over time:

  • Thumbs Up/Down - Rate AI responses in the messages view
  • Corrections - Edit AI responses before sending
  • New Q&A - Add new question-answer pairs from real conversations
  • Review Dashboard - See AI performance metrics at Communications –> Analytics

Intent Routing

How Routing Works

Messages are automatically analyzed and routed based on their content:

  1. AI identifies the message intent (billing, support, sales, etc.)
  2. Routing rules determine the destination team or person
  3. Message appears in the assigned inbox

Configuring Routes

  1. Go to Communications –> Automations → Routing Rules tab
  2. Click Add Rule
  3. Configure:
Setting Description
Intent The detected message intent
Keywords Additional keyword triggers
Channel Apply to specific channels or all
Assign To Team, individual, or round-robin
Priority Set default priority
SLA Apply specific SLA policy

Default Intents

Muin recognizes these intents out of the box:

Intent Description Default Route
Billing Payment, invoice, refund questions Finance team
Support Technical help, troubleshooting Support team
Sales Pricing, demos, purchasing Sales team
HR Employment, benefits, policies HR team
General Everything else General inbox
Spam Detected spam messages Auto-archive

Custom Intents

Create custom intents for your organization:

  1. Click Add Intent
  2. Define:
    • Intent name
    • Description
    • Example messages (at least 5 examples)
    • Routing destination
  3. AI learns to recognize the new intent

Escalation Workflows

Setting Up Escalations

Ensure critical messages get attention:

  1. Go to Communications –> Automations → Escalation Rules tab
  2. Click Add Rule
  3. Configure triggers and actions:

Triggers:

Trigger Description
No Response No reply within X minutes
SLA Warning Approaching SLA breach
SLA Breach SLA deadline passed
Priority Change Message marked as urgent
VIP Contact Message from a VIP-tagged contact
Keyword Specific words detected (e.g., “cancel”, “legal”)

Actions:

Action Description
Notify Send alert to team or individual
Reassign Move to a different team member
Escalate Move to a manager or senior staff
Auto-Reply Send an automated acknowledgment
Create Task Create a follow-up task in Muin

Escalation Chains

Define multi-level escalation:

Level 1 (0-15 min):  Notify assigned agent
Level 2 (15-30 min): Reassign to team lead
Level 3 (30-60 min): Escalate to manager + send email alert
Level 4 (60+ min):   Alert admin + create urgent task

Broadcasts

Creating a Broadcast

Send targeted messages to groups of contacts:

  1. Go to Communications –> Broadcasts
  2. Click Create Broadcast
  3. Configure:
Setting Description
Name Internal name for the broadcast
Channel Email, SMS, or WhatsApp
Audience Contact list, segment, or tag
Message Content (supports personalization)
Schedule Send now or schedule for later

Personalization

Use merge tags in your messages:

Hi {{first_name}},

Your invoice #{{invoice_number}} for {{amount}} is due on {{due_date}}.

Pay now: {{payment_link}}

Thanks,
{{org_name}}

Multi-Step Sequences

Create automated message sequences:

  1. Go to Communications –> Automations
  2. Click Create Sequence
  3. Add steps:
    • Step 1: Initial message (Day 0)
    • Step 2: Follow-up if no response (Day 3)
    • Step 3: Final reminder (Day 7)
  4. Set exit conditions (e.g., contact replies, payment received)
  5. Activate the sequence

Broadcast Compliance

Muin enforces messaging compliance:

  • Consent tracking - SMS marketing requires a recorded opt-in with provenance (TCPA); email marketing honors unsubscribes and suppressions (CAN-SPAM)
  • Unsubscribe handling - Automatic processing of unsubscribe requests
  • Rate limiting - Comply with carrier and platform limits
  • Quiet hours - Do not send during configured quiet hours
  • CAN-SPAM / TCPA - Built-in compliance for US regulations

SLA Tracking

Configuring SLAs

Set response time expectations:

  1. Go to Communications –> Automations → SLA Policies tab
  2. Click Add Policy
  3. Configure:
Setting Description
Name Policy name (e.g., “Standard”, “Premium”)
First Response Maximum time to first reply
Resolution Maximum time to resolve
Business Hours Apply only during business hours
Applies To Channels, priorities, or contact segments

SLA Dashboard

Monitor SLA performance at Communications –> Analytics:

Metric Description
Compliance Rate Percentage of conversations meeting SLA
Average First Response Mean time to first reply
Average Resolution Mean time to resolution
Breaches Today Number of SLA breaches today
At Risk Conversations approaching breach

Analytics

Communications Dashboard

View performance at Communications –> Analytics:

  • Volume - Messages received and sent by channel
  • Response Time - Average and median response times
  • Resolution Rate - Percentage resolved within SLA
  • AI Coverage - Percentage handled by AI without human intervention
  • Team Performance - Per-agent metrics
  • Busiest Hours - Peak messaging times
  • CSAT - Customer satisfaction (if surveys enabled)

Next Steps