Concept Enables Two-Way Conversations Managed in Platform, At Scale

PropFuel is newest feature, the Conversational Inbox, is live in the conversational engagement platform. This brand-new concept allows association staff to have ongoing communication with individual members after an initial member response to a campaign.

Traditional broadcast emails, and outbound emails sent from marketing automation workflows, are largely static. The action of sending the email is designed for a one-way flow of information, from association to member. If a member needs something in follow up to the broadcast, they could communicate directly with a member of staff. However, all visibility into that conversation is lost, and it now lives, siloed, in a team member’s email inbox.

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With the Conversational Inbox, an outbound email to members is simply the start of a potential personal, two-way conversation.

When a member responds to a campaign and they are unsatisfied, need help with something, or want the association to call them and help them renew, with the Conversational Inbox association staff can:

• Reply directly in the platform.
• Collaborate with team members on conversations.
• Add internal comments.
• Tag conversations.

The entire conversation, regardless of the team member who responds, is threaded inside PropFuel. And once the member’s need is satisfied, staff can archive the conversation and move on to the next member need.

“We believe that engagement starts with a question. With campaigns, we empower organizations to ask more questions and start conversations at scale; however, effective engagement doesn’t stop after one question and answer. Some members want to keep the conversation going. We designed the Conversational Inbox to give your whole team a place to collaborate on those conversations, continue to engage members at the right time and place, and make sure no one falls through the cracks,” remarked Cameron Aubuchon, PropFuel CTO and Co-Founder.

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