Connie Prototype v2.0 Feature Matrix
Connect, Engage, Serve
See exactly how Connie helps CBO Nonprofits Deliver Impact at Scale.
🎯 Platform Capabilities Overview​
| Role | ID | When I need to... | So that I can... | Connie provides... | Status |
|---|---|---|---|---|---|
| 📊 CBO Admin - Organization Setup & Management | |||||
| CBO Admin | CBA-1 | Sign up for Connie | Start engaging customers | ✅ Guided setup wizard ✅ Welcome email ✅ Getting started page | Available Now |
CBA-2 | Set up account for production | Begin migrating from legacy system | ✅ Channel provisioning ✅ Feature activation ✅ Integration setup | Available Now | |
CBA-3 | Provision local phone numbers | Direct customers to our platform | ✅ Local number selection ✅ Number porting ✅ Testing tools | Available Now | |
CBA-4 | Manage team access | Control security & permissions | ✅ User provisioning ✅ Role management ✅ SSO integration | Available Now | |
CBA-5 | Configure business hours | Manage availability | ✅ Schedule manager ✅ Holiday settings ✅ After-hours routing | Available Now | |
CBA-6 | Set up integrations | Connect existing tools | ✅ CRM connectors ✅ Email providers ✅ API access | In Development | |
CBA-0 | Get account support | Ensure business objectives | ✅ Documentation ✅ Connie Care Team ✅ Training resources | Available Now | |
| 👥 CBO Manager - Team & Performance Management | |||||
| CBO Manager | CPM-1 | View real-time dashboard | Manage operations effectively | ✅ Live activity view ✅ Queue metrics ✅ Agent status | Available Now |
CPM-2 | Assign skills to agents | Route tasks appropriately | ✅ Skill management ✅ Group creation ✅ Dynamic routing | Available Now | |
CPM-3 | Monitor agent performance | Improve service quality | ✅ Individual metrics ✅ Team analytics ✅ Quality scores | Available Now | |
CPM-4 | Support agents in real-time | Help them succeed | ✅ Call barging ✅ Call coaching ✅ Chat monitoring | Available Now | |
CPM-5 | Manage team capacity | Balance workload | ✅ Capacity adjustment ✅ Channel limits ✅ Auto-distribution | Available Now | |
CPM-6 | Generate reports | Show our impact | ✅ Custom reports ✅ Data exports ✅ Scheduled delivery | In Development | |
CPM-7 | Review quality | Ensure compliance | ✅ Call recordings ✅ Chat transcripts ✅ Scoring tools | Available Now | |
CPM-0 | Get team support | Keep team productive | ✅ Manager resources ✅ Best practices ✅ Troubleshooting | Available Now | |
| 🎧 CBO Staff Agent - Client Service Delivery | |||||
| CBO Agent | CSA-1 | Log in from any browser | Start working | ✅ Web-based desktop ✅ Single sign-on ✅ Auto-resume state | Available Now |
CSA-2 | Manage my availability | Control when I receive tasks | ✅ Status management ✅ Break codes ✅ Auto-logout | Available Now | |
CSA-3 | Get notified of new tasks | Respond quickly | ✅ Desktop notifications ✅ Sound alerts ✅ Screen pop | Available Now | |
CSA-4 | Handle voice calls | Help clients by phone | ✅ Call controls ✅ Hold/mute ✅ Recording | Available Now | |
CSA-5 | Manage SMS conversations | Text with clients | ✅ Two-way messaging ✅ MMS support ✅ Templates | Available Now | |
CSA-6 | Handle web chats | Provide instant help | ✅ Live chat ✅ File sharing ✅ Typing indicators | Available Now | |
CSA-7 | Access customer history | Provide context-aware service | ✅ Interaction history ✅ Previous notes ✅ Contact details | Available Now | |
CSA-8 | Transfer to specialists | Get clients right help | ✅ Warm transfer ✅ Queue transfer ✅ Context sharing | Available Now | |
CSA-9 | Use canned responses | Reply quickly & consistently | ✅ Template library ✅ Quick insert ✅ Personalization | Available Now | |
CSA-10 | Document interactions | Track service delivery | ✅ Disposition codes ✅ Call notes ✅ Tags | Available Now | |
CSA-11 | Collaborate with team | Solve problems together | ✅ Internal chat ✅ Conference calls ✅ Screen sharing | In Development | |
CSA-0 | Get help quickly | Get back to helping clients | ✅ In-app help ✅ Knowledge base ✅ Team chat | Available Now | |
📊 Channel Capabilities Matrix​
| Channel | CBO Admin | CBO Manager | CBO Agent | Status |
|---|---|---|---|---|
| 📞 Voice | ✅ Number provisioning ✅ IVR setup ✅ Voicemail config | ✅ Monitor calls ✅ Barge/coach ✅ Queue management | ✅ Make/receive calls ✅ Transfer/conference ✅ Call controls | Available Now |
| 💬 SMS/MMS | ✅ Enable texting ✅ Keyword setup ✅ Auto-responses | ✅ Monitor conversations ✅ Message analytics ✅ Compliance tracking | ✅ Send/receive texts ✅ Use templates ✅ Send images | Available Now |
| 💻 Web Chat | ✅ Widget installation ✅ Branding ✅ Bot setup | ✅ Monitor chats ✅ Queue routing ✅ Transcript review | ✅ Handle chats ✅ File sharing ✅ Co-browse | Available Now |
| 📧 Email | ✅ Email routing ✅ Template creation ✅ Auto-replies | ✅ Queue management ✅ SLA tracking ✅ Response metrics | ✅ Send/receive ✅ Use templates ✅ Attachments | In Development |
| 📠Fax | ✅ Number setup ✅ PDF routing ✅ Email delivery | ✅ Monitor volume ✅ Track delivery ✅ Compliance | ✅ Send/receive ✅ PDF handling ✅ Cover pages | Available Now |
| 📱 Mobile App | ✅ App deployment ✅ MDM setup ✅ Security policies | ✅ Remote monitoring ✅ Mobile analytics ✅ Push notifications | ✅ Mobile agent desktop ✅ Offline mode ✅ Location services | Roadmap |
🚀 Implementation Timeline​
✅ Available Now
- Voice, SMS, Chat channels
- Core agent features
- Real-time monitoring
- Skill-based routing
- Basic reporting
🚧 In Development
- Advanced CRM integrations
- Email channel
- Custom reporting
- Team collaboration tools
- Q2 2025 release
📅 Roadmap
- Mobile agent app
- AI-powered insights
- Advanced automation
- Video support
- Q3-Q4 2025
💡 Why This Matters​
🎯
Job-Focused Design
Every feature maps directly to a real job your team needs to accomplish.
👥
Role-Based Access
Each team member gets exactly the tools they need - no more, no less.
🚀
Rapid Deployment
Core features available immediately, with continuous platform evolution.
📞 Ready to Transform Your Communications?​
See Connie in Action
Watch how real nonprofits use these features to serve their communities better.