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Interact with your clients via 2-way text messaging / SMS, completely from within iCarol.

For several years, the iCarol team has believed strongly that non-profit help lines should serve their clients through whatever communication channel they preferred – phone, live chat, email and so on. Today we’re excited to announce the ability to interact with your clients via 2-way text messaging / SMS from directly within iCarol. This means that people in the general public can text into your help line via a special phone number, and your counselors interact with them completely from within your iCarol system. This is in addition to the live chat capabilities added to iCarol a little over one year ago. The big advantage of using iCarol, which is focused solely on the needs of non-profit help lines, is that you can use all the same sorts of tools in a Text / SMS message conversation as you would in a phone conversation:
  • Log and find past interactions with a client regardless of which channel(s) you may have communicated with them
  • Run statistics and reports on your interactions with clients through any/all communication channels you may use
  • Authorize your workers to participate in specific channels, only once they have met whatever training standards you may have set
  • Make referrals out of your resource database, and also track these referrals for statistics and reporting
  • Use iCarol’s built-in online shift scheduling to coordinate which of your workers are staffing the various channels you use
And so much more. If you’re interested in learning more about this exciting new capability, please click on Contact Us in the menu above – or if you are an existing iCarol client, contact our support team.


iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more…

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