Avatar Video FAQs

Internal Reference for Advancement & Communications Teams

What are avatar videos, and how are they used?

Avatar videos are short, AI-generated videos featuring the Virtual Engagement Officer (VEO). They are used to help donors understand what the VEO is, how it works, and how they can interact with it.

Avatar videos are typically delivered via a link in an email or text message and hosted on the institution’s .ai     landing page. They are not sent automatically as embedded video messages.

Have avatar videos already been sent to donors?

In most implementations, donors receive one introductory message from the VEO that includes a link to a landing page with an avatar video. This introduction explains:

• That the VEO is AI-powered
• What its role is
• How donors can interact or reply

This is the standard introduction used to ensure transparency at launch.

Can we pause or delay avatar video usage?

Yes. Institutions can:

• Pause avatar videos entirely
• Keep an avatar video only on the trust/landing page
• Modify the script and reintroduce video later

Some partners choose to socialize the VEO internally first, then reassess video usage after a few months.

Do donors need to opt in to receive avatar videos?

There is currently no mechanism to track donor-level preferences for receiving video versus non-video content.

If an institution wants to minimize video usage initially, recommended options include:

• Removing avatar video links from outbound messages
• Keeping a single explanatory video on the trust page
• Proceeding with text/email-only outreach and reassessing later

Can avatar scripts and landing page content be customized?

Yes. All avatar scripts and landing page language are fully customizable.

If feedback suggests the messaging feels:

• Overly promotional
• Not institution-specific enough
• Misaligned with academic or cultural values

The script can be revised quickly to focus more clearly on the institution, its students, and its priorities.

Can we see examples of avatar videos from other institutions?

Yes. Examples are available across a range of use cases, including:

• Birthday messages
• Thanksgiving or holiday messages
• Stewardship updates
• Homecoming or reunion outreach
• Giving Day and year-end appeals

Your Customer Success Manager can share relevant examples upon request.

Have donors reacted negatively to avatar videos?

To date, there have been no negative reactions specifically about avatar videos.

Occasionally (typically 1–5 responses at launch), donors express concern about AI in general, not the avatar itself. These reactions are consistent across institutions and are handled through thoughtful, human follow-up.

Do institutions have to use an avatar?

No. Avatars are optional, not required.

Most partners choose to use them, but a small number do not, for reasons such as:

• Large international donor populations
• Internal change management considerations
• Institutional preference for a lower-profile rollout

Importantly, institutions that do not use avatars show similar engagement and revenue outcomes to those that do.

Does using an avatar improve results?

Aggregate data shows that portfolio quality and content relevance are the primary drivers of success — not avatar usage alone.

Strong results are most closely associated with:

• Warm, engaged donor portfolios
• Consistent, high-quality institutional content
• Clear donor use cases

Avatar videos are best understood as a content delivery enhancement, not a performance requirement.

Why use avatar videos at all?

Avatar videos have proven helpful for:

• Transparency — clearly explaining that the VEO is AI-powered
• Clarity — helping donors understand they can reply and engage
• Content depth — delivering richer stories than text alone
• Variety — preventing outreach from feeling repetitive over time

They add dimension to donor communication but are not intended to replace human relationships.

What if faculty or staff raise concerns about avatars?

Common concerns include:

• Representation (name, image, gender)
• Perception of AI replacing humans
• Overstatement of mission or impact

Successful responses typically focus on:

• Emphasizing that avatars do not replace staff
• Clarifying that all content is institution-approved
• Adjusting scripts to reflect institutional tone and values
• Framing the VEO as a tool within a direct-response program, not a philosophical shift

Who should we contact with questions or to make changes?

• Customer Success Manager (CSM):

  Script changes, examples, rollout strategy, reporting

• Version2 Support:

  Urgent issues or technical concerns

If there is uncertainty, it’s always appropriate to pause and revisit the approach collaboratively.