Enable AI capabilities in Peer-to-Peer Texting using Elevate

Elevate brings AI-powered assistance to your Peer-to-Peer Texting campaigns, helping agents manage conversations more efficiently. This guide walks campaign admins through enabling Elevate and configuring features such as reply suggestions, goal tagging, conversation labeling, Smart Opt-Out, and profanity filtering.

AI-powered features simplify P2P Texting by recommending saved replies, automatically categorizing conversations, and identifying opt-out requests. This helps agents spend less time on repetitive tasks and more time engaging with contacts.

You measure outcomes without manual sorting because every conversation is tagged by the contact's intent (Goal Tagging) and grouped by topic (Conversation Labeling), which flows straight into your Peer-to-Peer Texting reports. And you stay compliant with less risk, because Elevate catches opt-out requests written in natural language, not just STOP, and handles abusive messages the way you choose.

ⓘ Elevate never writes new replies. It works only with the saved replies you've already set up, so your messaging stays fully in your control.

Reply Automation & Control

Elevate reads each incoming message and matches it to the most relevant saved reply in your campaign.

Options

• Suggest Only (Recommended): The AI recommends the best saved reply. Your agent reviews it, edits it if needed, and sends it.
• Auto-Send Saved Replies (Early Access): Sends a matching saved reply automatically when the AI is highly confident. Currently in Early Access.

Goal Tagging

Goal Tagging tags each conversation by the contact's intent, so you can measure outcomes without asking agents to sort every conversation by hand. Set up to five goals per campaign, or create your own.

Examples: Interested in Offer, Ready to Purchase, Not Interested, Requested More Information.

Conversation Labeling

Conversation Labeling groups conversations by topic, making trends easy to spot across your campaign.

ⓘ Goal Tagging captures the outcome of a conversation. Conversation Labeling captures what it's about such as Polling Location, Event Information, or Volunteer Opportunities.

Smart Opt-Out Handling

Smart Opt-Out detects when a contact wants to stop receiving messages—even without standard keywords like STOP or UNSUBSCRIBE.

• Smart Opt-Out (Recommended): Processes opt-out requests automatically.
• Manual Handling: Agents unsubscribe contacts themselves by clicking on the Opt-out button.
• Inform Contact They Are Opted Out: Sends a confirmation message once a contact is unsubscribed.

Elevate understands both standard keywords and natural language. Examples include:

• STOP
• CANCEL
• UNSUBSCRIBE
• Remove me
• Don't text me anymore
• Take me off your list
• Please stop messaging me

Once identified, the contact is automatically opted out according to your selected configuration.

⚠ Honoring opt-out requests is a compliance requirement (TCPA). If you choose Manual Handling, your agents are responsible for unsubscribing every contact who asks to stop. A missed request is a compliance risk. Keep Smart Opt-Out on unless you have a reliable manual process.

Profanity Filtering

Profanity Filtering detects abusive or offensive language and lets you decide how to handle those conversations.

Options

• Auto Opt-Out: Unsubscribes the contact automatically after detecting profanity.
• Route to Moderator: Transfers conversations to a moderator or supervisor for review before any action is taken. This option is useful for organizations that want to review sensitive conversations before responding.
• No Action: Leaves the conversation unchanged for the agent to handle.

FAQs

Does Elevate write its own messages? 
No. Elevate never generates new text — it only suggests or sends the saved replies you've created for the campaign.

What's the difference between Goal Tagging and Conversation Labeling? 
Goal Tagging captures the outcome of a conversation (like Ready to Purchase). Conversation Labeling captures what it's about (like Event Information). Together they tell you both what happened and why people wrote in.

How many goals can I set? 
Up to five per campaign. You can use the examples provided or create your own.

Can I turn off Conversation Labeling? 
Not separately — it's always on whenever Elevate is enabled for the campaign.