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Capacity for Nonprofits

AI-powered support automation platform that answers over 84% of inquiries without human involvement. Stop drowning in repetitive questions from donors, volunteers, and constituents—let AI handle the routine while your team focuses on mission-critical work.

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What Capacity Does

How much time does your team spend answering the same questions? "How do I make a donation?" "What are your volunteer hours?" "Where's my tax receipt?" "How do I apply for services?" For nonprofits with limited staff, this constant stream of repetitive inquiries pulls your team away from the work that actually advances your mission.

Capacity centralizes your organization's knowledge into an AI-powered support automation platform that handles the routine questions automatically. When a donor emails asking about matching gifts, Capacity responds instantly with accurate information. When a volunteer asks about training schedules in your Slack channel, Capacity provides the answer. When a constituent calls about program eligibility, Capacity guides them through the requirements—all without human intervention.

The platform operates as a "central brain" for your organization, combining an intelligent knowledge base, AI chatbot with natural language processing, robotic process automation (RPA) for automated workflows, and a co-pilot console that boosts human agent productivity when complex issues do require personal attention. Questions that Capacity can't answer automatically are seamlessly escalated to your team with full context.

What makes Capacity particularly valuable for nonprofits is its ability to serve multiple audiences simultaneously—donors, volunteers, program participants, and internal staff—through multiple channels including chat, voice, email, SMS, and web. This multi-channel approach means consistent answers regardless of how someone reaches out, reducing confusion and improving the experience for everyone your organization serves.

Best For

Organization Size

Mid-sized nonprofits (50-500 staff)
Large organizations with high inquiry volumes
Multi-site operations
Healthcare and education nonprofits
Organizations with compliance requirements

Use Cases

Donor support and gift inquiries
Program eligibility and enrollment
Internal IT and HR helpdesk
Volunteer onboarding and coordination
Constituent services and FAQs

Key Roles

Operations Directors
Donor Relations Managers
IT Managers
Program Directors
Customer Support Leads

Consideration for Smaller Nonprofits

Capacity's enterprise-focused approach with custom pricing may be more than smaller nonprofits need. Organizations with fewer than 50 staff or low inquiry volumes should evaluate whether simpler alternatives like Guru, Intercom, or Zendesk might offer better value at their scale.

Note: Prices may be outdated or inaccurate.

Key Features for Nonprofits

AI-Powered Chatbot (Autopilot)

Answer 84%+ of inquiries automatically with natural language understanding

Capacity's AI chatbot uses natural language processing to understand questions and provide instant, accurate answers. Whether someone asks "How do I get a tax receipt?" or "Can you send my donation acknowledgment?", the AI recognizes the intent and responds appropriately—no keyword matching or decision tree navigation required.

Natural language understanding—ask questions conversationally
Multi-channel deployment: chat, voice, email, SMS, web
24/7 availability for donors, volunteers, and constituents
Seamless escalation to human agents when needed

Intelligent Knowledge Base

Centralized repository that learns and improves over time

Store everything your organization knows in one searchable, AI-powered knowledge base. Internal documents, training manuals, policy guides, program information, and tacit knowledge from experienced staff—all accessible through natural language search. The AI learns from your knowledge and connected applications to provide contextual answers.

Import existing documents, PDFs, and knowledge articles
Customizable content with drop-and-drag editor
Role-based permissions for sensitive information
AI proposes new knowledge from agent responses

Smart Workflows & Automation

Automate repetitive tasks without code or manual work

Beyond answering questions, Capacity automates the actions that follow. When a donor requests their giving history, the system can automatically retrieve and send it. When a volunteer completes training, workflows trigger the next onboarding steps. Handle escalations, send follow-ups, and trigger actions across your tech stack—no coding required.

Robotic process automation (RPA) for repetitive tasks
Automated escalation paths for complex issues
Follow-up sequences and reminder workflows
Cross-system actions via 250+ integrations

Co-Pilot for Human Agents

Boost staff productivity with AI-powered suggestions and coaching

When issues do require human attention, Capacity's co-pilot console makes your team more effective. AI suggests relevant knowledge articles, drafts responses, and provides live coaching during conversations. New staff can handle complex inquiries faster, and experienced staff spend less time on research.

AI-powered response suggestions in real-time
Instant access to relevant knowledge during conversations
Live coaching for quality and consistency
Reduced training time for new support staff

250+ Enterprise Integrations

Connect with the tools your nonprofit already uses

Capacity connects with the applications where your data lives—CRMs, donor management systems, helpdesks, communication platforms, and more. AI search pulls relevant information from connected apps, and workflows can trigger actions across your entire tech stack.

CRM: Salesforce, HubSpot, Microsoft Dynamics 365
Helpdesk: Zendesk, Jira, ServiceNow, Freshdesk
Communication: Microsoft Teams, Slack, email
Custom: Flexible APIs for nonprofit-specific tools

Enterprise Security & Compliance

Built for organizations with strict data protection requirements

Capacity meets the security and compliance standards required by healthcare, education, and financial services nonprofits. Full certifications ensure your donor data, constituent information, and internal knowledge remain protected.

HIPAA compliant: Safe for healthcare nonprofit data
SOC 2 Type II: Verified security controls
GDPR & CCPA: Privacy law compliant
FERPA compliant: Safe for education organizations

How Capacity Uses AI

Understanding what's actually AI-powered versus traditional features helps set realistic expectations and maximize value from Capacity.

What's Actually AI-Powered

Natural Language Processing Chatbot

Type of AI: NLP with intent recognition and entity extraction
What it does: Understands questions in natural language, identifies user intent, and provides relevant answers from your knowledge base—regardless of how the question is phrased.
How it learns: Improves from interactions over time, learning your organization's terminology and common question patterns.
Practical impact: Handles 84%+ of inquiries automatically, freeing staff for complex issues.

Knowledge Suggestion Engine

Type of AI: Content analysis and recommendation system
What it does: Analyzes agent responses and proposes new knowledge articles to capture institutional knowledge. Surfaces relevant articles to agents during live conversations.
How it learns: Observes which responses work well and suggests documenting them for future automation.
Practical impact: Continuously improves your knowledge base with minimal manual effort.

Live Agent Coaching

Type of AI: Real-time conversation analysis
What it does: Monitors live conversations and provides real-time suggestions, coaching, and relevant information to human agents.
Practical impact: New staff perform like experienced agents faster; consistent quality across all support interactions.

Intelligent Routing

Type of AI: Classification and routing algorithms
What it does: Determines whether to answer automatically, which human agent to route to, or which workflow to trigger based on query analysis.
Practical impact: Complex issues reach the right person immediately with full context.

What's Not AI (But Still Useful)

•Workflow Automation: RPA and workflow builders are rule-based automation, not AI-driven decisions
•Knowledge Base Organization: Manual content creation, categorization, and permissions
•Integrations: API connections and data sync are standard integration technology
•Reporting: Traditional analytics dashboards showing usage metrics and trends

AI Transparency & Limitations

Data Requirements: AI accuracy depends on quality knowledge base content. Expect 2-3 months to reach peak performance as the system learns your organization's patterns and terminology.
Human Oversight Required: Complex or sensitive inquiries still need human review. The 84% automation rate means 16% of inquiries require staff attention—plan accordingly.
Knowledge Maintenance: AI can only answer from your knowledge base. Outdated or missing content leads to poor answers. Regular content review is essential.
Data Privacy: Capacity is SOC 2, HIPAA, GDPR, and FERPA compliant. Your data does not train models for other organizations. Full data encryption in transit and at rest.

Real-World Nonprofit Use Case

Regional Healthcare Foundation

Imagine a healthcare foundation with 150 staff serving patients across multiple clinics, managing donor relations, volunteer coordination, and patient services. Their small support team handles hundreds of inquiries daily: patients asking about program eligibility, donors inquiring about gift acknowledgments, volunteers checking training schedules, and staff asking HR questions.

After implementing Capacity, they deploy the AI chatbot on their website for patient and donor inquiries, in Microsoft Teams for internal staff questions, and via email for volunteer communications. The knowledge base centralizes program eligibility criteria, donor policies, HR procedures, and clinical protocols—all HIPAA compliant.

Results after 6 months:

88% of routine inquiries answered automatically—no staff involvement
Support team handles 3x more complex cases with same headcount
24/7 availability for patients with urgent eligibility questions
New staff fully productive in 2 weeks (previously 6 weeks)
Consistent answers across all channels and staff members

The HIPAA compliance ensures patient inquiries are handled securely, while smart workflows automatically route sensitive issues to appropriate clinical staff.

Pricing

Custom Pricing

Tailored to organization size and needs

Contact Sales

Pricing based on usage, users, and feature requirements

AI-powered chatbot and knowledge base
Smart workflows and automation
250+ integrations
Multi-channel support (chat, voice, email, SMS)
Co-pilot agent console
Enterprise compliance (HIPAA, SOC 2, GDPR)

Pricing Context

How Capacity compares to alternatives

While Capacity doesn't publish pricing, comparable enterprise support automation platforms typically range:

•Entry-level: $500-1,000/month for basic automation
•Mid-tier: $1,000-3,000/month for full features
•Enterprise: $3,000-10,000+/month for large deployments

ROI typically comes from reduced support costs (20%+ savings reported) and staff time freed for higher-value work.

Nonprofit Pricing

Capacity does not publicly advertise a specific nonprofit discount program. However, their enterprise sales approach means all pricing is negotiated individually, so nonprofits should:

How to Approach Pricing:

Request a demo and clearly identify as a 501(c)(3) organization
Discuss your specific use case and inquiry volumes
Ask about nonprofit pricing or mission-driven organization rates
Compare the custom quote against alternatives

Note: Enterprise software vendors often provide meaningful discounts for nonprofits even without published programs. Be prepared to share your 501(c)(3) documentation.

Free Demo: Capacity offers personalized demos. Pricing information is subject to change—verify current pricing directly with Capacity.

Learning Curve

Time to First Value

Full Deployment: 30 days or less (with Capacity support)
Basic Setup: 1-2 weeks for core chatbot and knowledge base
Integration Setup: 1-2 hours per major integration
Workflow Configuration: 2-4 hours per workflow
AI Optimization: 2-3 months to reach peak performance

Difficulty Rating

Intermediate

Easy: Searching knowledge, basic chatbot interactions
Moderate: Creating content, configuring chatbot flows
Advanced: Complex workflows, API integrations, reporting

Support & Onboarding

Dedicated implementation team for enterprise deployments
Knowledge base migration assistance
Training for administrators and agents
Ongoing customer success management

Integration & Compatibility

Communication Channels

Website chat widget
Microsoft Teams
Slack
Email integration
SMS/text messaging
Voice/phone integration

Key App Categories

CRM: Salesforce, HubSpot, Dynamics 365
Helpdesk: Zendesk, Jira, ServiceNow
HRIS: Workday, BambooHR, ADP
File Storage: SharePoint, Google Drive
SSO: Okta, Azure AD, OneLogin
250+ total integrations available

Data Portability & Security

Platform Details

Web-based platform (no installation)
Mobile apps for iOS and Android
API access for custom integrations
Data export capabilities

Security & Compliance

HIPAA compliant (with BAA)
SOC 2 Type II certified
GDPR and CCPA compliant
FERPA compliant
Data encrypted at rest and in transit

Honest Pros & Cons

Pros

High automation rate: 84%+ inquiries answered without human involvement
Strong compliance: HIPAA, SOC 2, GDPR, FERPA make it suitable for healthcare and education nonprofits
Multi-channel: Single platform handles chat, voice, email, SMS, and web
Fast deployment: 30-day implementation with dedicated support
Agent co-pilot: AI-assisted human support improves consistency and speed

Cons

No public pricing: Custom quotes make budgeting difficult without sales engagement
Enterprise-focused: May be oversized and overpriced for smaller nonprofits
No published nonprofit discount: Must negotiate pricing individually
Knowledge base maintenance: Requires ongoing content updates to maintain AI accuracy
Learning curve for advanced features: Workflows and integrations require training

Alternatives to Consider

Intercom

Best for: Customer engagement with AI chatbot

Modern customer messaging platform with Fin AI chatbot that resolves 50%+ of questions instantly. More marketing and engagement focused than Capacity. Starts at $29/seat/month plus $0.99 per AI resolution.

Choose Intercom if: You want combined support and marketing engagement, or prefer pay-per-resolution AI pricing.

Zendesk

Best for: Traditional helpdesk with AI add-ons

Industry-standard support platform with AI-powered bots, agent workspace, and extensive ticketing features. More established with larger integration ecosystem. Starts at $19/agent/month with AI bots as add-ons.

Choose Zendesk if: You need robust ticketing and prefer a more established platform with gradual AI adoption.

Guru

Best for: Internal knowledge management with Slack integration

AI-powered knowledge management focused on internal teams rather than external support. Excellent Slack integration and verification workflows. $25/seat/month with nonprofit pricing available for 50+ users.

Choose Guru if: Your primary need is internal knowledge sharing rather than external constituent support.

Freshdesk

Best for: Budget-conscious nonprofits needing helpdesk basics

Affordable helpdesk platform with AI chatbots (Freddy AI) and solid ticketing. Less powerful AI than Capacity but more accessible pricing. Free tier available; paid plans from $15/agent/month.

Choose Freshdesk if: You're starting with helpdesk software and want to grow into AI capabilities over time.

Getting Started

Request a Demo (15 minutes)

Visit capacity.com and request a personalized demo. Clearly identify your organization as a nonprofit and describe your specific support challenges.

Pro tip: Prepare your current inquiry volumes, common question types, and tech stack information before the call.

Audit Your Current Knowledge (2-4 hours)

Before implementation, gather your existing knowledge: FAQ documents, policy guides, common email responses, and training materials. Identify your top 20-30 most frequently asked questions across all channels.

Pro tip: Ask your support team to track questions for one week—you'll discover patterns you didn't know existed.

Start with One High-Value Use Case (Week 1-2)

Deploy Capacity for your highest-volume, most repetitive inquiry type first. Donor FAQ chatbot, volunteer training questions, or internal IT helpdesk are common starting points.

Pro tip: Choose a use case where you can measure impact—track inquiry volumes and response times before and after.

Expand and Optimize (Month 2+)

Once your initial deployment shows results, add additional channels, workflows, and integrations. Monitor what questions the AI can't answer and update your knowledge base accordingly.

Pro tip: Schedule monthly knowledge base reviews to keep information current and AI accuracy high.

Quick Win: Calculate Your ROI Potential

Before committing, estimate your potential savings. Count how many repetitive inquiries your team handles daily. If Capacity automates 80% of 50 daily questions at 10 minutes each, that's 6+ hours per day freed up. At $25/hour staff cost, that's $150/day or ~$3,000/month in recovered capacity. Compare that to the quoted price to evaluate ROI.

Need Help with Implementation?

Deploying a support automation platform requires more than just software setup—it needs knowledge strategy, integration planning, and change management. If you'd like expert guidance evaluating Capacity or implementing support automation for your nonprofit, we're here to help.

Get Implementation Support

Frequently Asked Questions

Does Capacity offer nonprofit discounts?

Capacity does not publicly advertise a specific nonprofit discount program. However, they offer custom pricing based on organization needs, so nonprofits should contact their sales team directly to discuss potential special pricing. Their enterprise-focused approach means pricing is negotiated individually.

What size nonprofit is Capacity best for?

Capacity is best suited for mid-sized to large nonprofits with 50+ staff who handle significant volumes of repetitive questions from donors, constituents, or employees. Organizations with active support teams, multiple departments, or complex knowledge bases will see the greatest ROI. Smaller nonprofits may find the platform oversized for their needs.

How long does it take to deploy Capacity?

Capacity can be fully deployed in 30 days or less. The AI learns from existing knowledge bases and customer interactions during setup, ensuring a smooth transition with minimal disruption. Initial basic setup can be completed in 1-2 weeks, with optimization continuing over the first few months.

What percentage of questions can Capacity answer automatically?

Capacity's AI-powered helpdesk answers more than 84% of all inquiries without human involvement. Real customer results show organizations can deflect up to 90% of questions automatically and reduce call center costs by 20%. Results depend on knowledge base quality and question complexity.

Is Capacity HIPAA compliant?

Yes, Capacity is fully HIPAA compliant, making it suitable for healthcare nonprofits handling protected health information. The platform is also SOC 2 Type II, GDPR, CCPA, and FERPA compliant, meeting the security requirements for education, healthcare, and other compliance-sensitive nonprofit sectors.

What apps does Capacity integrate with?

Capacity offers 250+ pre-built integrations including CRMs (Salesforce, HubSpot, Microsoft Dynamics), helpdesks (Zendesk, Jira, ServiceNow), communication platforms (Microsoft Teams, Slack), and business systems. Flexible APIs are available for custom integrations with nonprofit-specific tools.