Text Messaging Guide

Transcription

1 Text Messaging Guide

2 Blackbaud, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or by any means, electronic, or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, without the prior written permission of Blackbaud, Inc. The information in this manual has been carefully checked and is believed to be accurate. Blackbaud, Inc., assumes no responsibility for any inaccuracies, errors, or omissions in this manual. In no event will Blackbaud, Inc., be liable for direct, indirect, special, incidental, or consequential damages resulting from any defect or omission in this manual, even if advised of the possibility of damages. In the interest of continuing product development, Blackbaud, Inc., reserves the right to make improvements in this manual and the products it describes at any time, without notice or obligation. All Blackbaud product names appearing herein are trademarks or registered trademarks of Blackbaud, Inc. All other products and company names mentioned herein are trademarks of their respective holder. RE7 -TextMessaging

3 Text Messaging Guide TEXT MESSAGING Text Messaging Setup Text Messaging Navigation Process Overview Inbound Message Keys Outbound Messages Download SMS Data INDEX

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5 What Is In This Guide? In the Text Messaging Guide, you learn how to set up and use text messaging in The Raiser s Edge. You can also learn about the following: Text Messaging Navigation on page 8 Process Overview on page 9 Inbound Message Keys on page 11 Outbound Messages on page 17 Download SMS Data on page 27 How Do I Use These Guides? The Raiser s Edge user guides contain examples, scenarios, procedures, graphics, and conceptual information. Side margins contain notes, tips, warnings, and space for you to write your own notes. To find help quickly and easily, you can access the Raiser s Edge documentation from several places. User Guides. You can access PDF versions of the guides by selecting Help, User Guides from the shell menu bar or by clicking Help on the Raiser s Edge bar in the program. You can also access the guides on our Web site at From the menu bar, select Support, User Guides. In a PDF, page numbers in the Table of Contents, Index, and all cross-references are hyperlinks. For example, click the page number by any heading or procedure on a Table of Contents page to go directly to that page. Help File. In addition to user guides, you can learn about The Raiser s Edge by accessing the help file in the program. Select Help, The Raiser s Edge Help Topics from the shell menu bar or press F1 on your keyboard from anywhere in the program. Narrow your search in the help file by enclosing your search in quotation marks on the Search tab. For example, instead of entering Load Defaults, enter Load Defaults. The help file searches for the complete phrase in quotes instead of individual words.

6 IV WELCOME Icons The following icons are used in the side margins to denote additional information such as notes, warnings, time-savers, or definitions. You can also use these margins to write your own notes. The notepad symbol designates a note or tip related to the information in the main text column. The traffic light indicates a cautionary note. Generally, we use this icon to point out a step that may have unwanted results. The clock symbol designates a shortcut or timesaving action. The dictionary symbol designates the definition of a frequently used term.

7 Text Messaging Contents Text Messaging Setup Configuration Security Opt a Constituent Record In or Out for Text Messaging Text Messaging Navigation Process Overview Send Outbound Messages and Receive Inbound Messages Send Outbound Messages Only Receive Inbound Messages Only Inbound Message Keys Inbound Message Keys Navigation Define Inbound Message Keys Reserve Inbound Message Keys Outbound Messages Outbound Messages Navigation Compose and Send Outbound Text Messages General Tab Filters Tab Message Text Tab Attributes Tab Ind. Address Tab Download SMS Data Download SMS Data Navigation Download Text Messaging Data Import Text Messaging Data View Text Messaging Data on Constituent Records Text Messaging and NetSolutions Procedures Define rules for text messaging Assign text messaging security Opt a constituent record in or out for text messaging Define an inbound message keyword Reserve an inbound message key Select outbound text message options Filter outbound text message recipients

8 2 CHAPTER 1 Compose the outbound text message Select to include or exclude records with attributes Select individual address data to consider for an outbound text message Download latest text messaging data from service provider Import text messaging data

9 TEXT MESSAGING 3 Communication with constituents is a critical function of not-for-profit organisations. The Raiser s Edge Text Messaging provides another way to connect with your constituents. In addition to your other communication efforts, such as , your website, and phone calls, you can now send text messages to your constituents with important information or request responses to questions. Blackbaud, with a third party short message service (SMS) provider, Sponge, enables you to send outbound messages and receive inbound messages. To use Text Messaging at your organisation, phone Blackbaud Customer Support (UK Local Rate) on or Support (from Outside UK) on +44 (0) Blackbaud Customer Support will help you establish an account with Sponge and provide you with a Client ID and Password as required in Configuration. Text Messaging Setup Before you use Text Messaging, you need to set up options in Security and Configuration. Also, before you can send constituents text messages, you must opt in their mobile phone numbers on their constituent records. Configuration In Configuration, you set the business rules for Text Messaging. You enter the identification and password for the text messaging service provider. In addition, you can enter standard text for outbound messages and opt out automated responses. If you receive a text message from a constituent not in your database, you can set a rule for the surname and phone type. For more information about business rules, see the Configuration chapter of the Configuration and Security Guide. Define rules for text messaging 1. On the Raiser s Edge bar, click Config. The Configuration page appears. 2. Click Business Rules. The Business Rules page appears.

10 4 CHAPTER 1 3. From the tree view, select Text Messaging. The rules for text messaging appear on the right. If you do not know your client identification or password, contact Blackbaud Customer Support. 4. In The following information will identify the organisation to the SMS service provider frame, in the Client ID and Password fields, enter the client ID and password for your account with the service provider. Blackbaud Customer Support provides this information when you purchase Text Messaging. The Raiser s Edge uses this information to communicate with the service provider. 5. In the When composing an outbound text message frame, enter the cost disclosure and opt out statements to appear in all outbound messages. In the Cost disclosure (non-premium) field, enter the text to appear in the cost disclosure statement. This statement informs constituents that the messages they send are subject to standard messaging charges according to their mobile phone plans. By default, Std ntwk charges will apply appears. To revert to the default text, click Restore Default. In the Opt-out statement text field, enter the text to appear in the opt out statement. This statement instructs constituents on how to stop receiving text messages and is required for all text messages. By default, 2 stop recving txt msgs Reply END appears. To revert to the default text, click Restore Default. 6. In the When a constituent opts out for text messaging from the organisation frame, in the Send an automated response that reads field, enter the automated response a constituent receives when she opts to stop receiving text messages. You can enter up to 160 characters. By default, You have opted not to receive additional text messages from us. We hope you will continue to support our organisation. appears.

11 TEXT MESSAGING 5 7. When you download text messaging data, the program creates and updates constituent records with text message data received from your constituents. In the When an inbound text message is received from an unknown sender frame, enter how to manage new constituent records created for unknown senders. a. In the If creating a new constituent, apply Surname of field, enter the text to appear in the Surname field of the new constituent record, such as Unknown Text Message. b. In the Save phone number as phone type field, select the phone type to assign to the mobile phone number on the new constituent record. When you leave this page, the program automatically saves your changes. Security On the new constituent record, the sender s mobile phone number appears in the First name field. Once you determine the correct name of the constituent, you can edit the Surname and First name fields on the constituent record. In Administration, you set security options for your Raiser s Edge users. Before you use Text Messaging, we recommend you consider who should have access to create inbound message keys, send outbound messages, and download text messaging data. For more information about how to manage security and create security groups, see the Security chapter of the Configuration and Security Guide. Assign text messaging security 1. On the Raiser s Edge bar, click Admin. The Administration page appears. 2. Click Security. The Security page appears. 3. Under groups in the Security tree view list on the left, select the security group to assign access to Text Messaging. For example, to assign the administrative personnel access to the module, select the Admin group. 4. On the action bar, click Open. The selected group screen appears.

12 6 CHAPTER 1 5. In the Group Privileges box, check Text Messaging. When you check this checkbox, the Options button is enabled. 6. Click Options. The Security Options screen appears. 7. In the Text Messaging box, for each area of Text Messaging the members of the security group can access, check the corresponding checkbox. To enable members of the security group to manage inbound message keys, check Inbound Message Keys. In the Inbound Message Keys box, check the checkbox for each action the security group can perform with inbound message keys. Specify whether the security group can view, add, edit, delete, or submit inbound message keys. To check all the checkboxes in the Inbound Message Keys box, click Select All. To uncheck all checkboxes, click Deselect All. To enable members of the security group to manage outbound messages, check Outbound Messages. In the Outbound Messages box, check the checkbox for each action the security group can perform with outbound messages. Specify whether the security group can view, add, edit, delete, or send outbound messages. To check all the checkboxes in the Outbound Messages box, click Select All. To uncheck all checkboxes, click Deselect All. To enable members of the security group to download text messaging data, check Download SMS Data. In the Download SMS Data box, check the checkbox for each action the security group can perform with text messaging data. Specify whether the security group can download, import, or delete text messaging data or view downloaded data. To check all the checkboxes in the Download SMS Data box, click Select All. To uncheck all checkboxes, click Deselect All. To check all the checkboxes in the Text Messaging box, click Select All. To uncheck all checkboxes, click Deselect All. 8. Click OK. You return to the selected group screen. 9. Click Save and Close. You return to the Security page.

13 TEXT MESSAGING 7 Opt a Constituent Record In or Out for Text Messaging Before you can send text messages to your constituents, you must opt in their mobile phone numbers on their constituent records. In addition, you can opt out a constituent mobile number manually. If a constituent responds to a text message with the opt out command, when you import the text messaging data, the constituent record updates automatically. For more information, see Download SMS Data on page 27. Opt a constituent record in or out for text messaging 1. On the Raiser s Edge bar, click Records. The Records page appears. 2. Click Constituents. The Constituents page appears. 3. Click Open a Constituent. The Open screen appears. If you use NetSolutions, website users can opt in their phone numbers on your online Registration Information screen. For more information, see Text Messaging and NetSolutions on page Search for and select a constituent. Click Open. The constituent record appears. 5. To opt in a constituent for text messaging, on the Bio 1 tab, in the Phones/ /Links grid, check the mobile number checkbox in the Text Messaging column beside the appropriate mobile phone number. To opt out a constituent for text messaging, uncheck the checkbox. For more information about how to search for a constituent, see the Introduction to Constituent Records chapter of the Constituent Data Entry Guide.

14 8 CHAPTER 1 The checkbox is available only for individual constituents and individual relationship phone numbers, and only if you have Text Messaging. 6. To exit the record, click Save and Close. Text Messaging Navigation To access Text Messaging, on the Raiser s Edge bar, click Text Messaging. The Text Messaging page appears. From this page, you complete your text messaging tasks.

15 TEXT MESSAGING 9 Inbound Message Keys. To define and reserve the keywords and short codes for your inbound text messages, click Inbound Message Keys. You can also map these inbound text messages to your appeals and packages. Outbound Messages. To compose and send text messages, click Outbound Messages. When you compose outbound messages, you can also define an appeal, package, marketing source code, and marketing segment. Download SMS Data. To download your data from the service provider, such as inbound messages, opt outs, and undeliverable mobile phone numbers, click Download SMS Data. You can also import text messaging data. Process Overview This section provides three scenarios for how to use Text Messaging. Depending on your organisation s needs, you may use all or one of these scenarios. Included with each scenario is a checklist to help you plan your text messaging. Send Outbound Messages and Receive Inbound Messages To send information to constituents and receive feedback, you set up outbound and inbound messages. For example, your organisation is planning its next fundraiser. You want to find out which campaigns your constituents care about most new playground, scholarship, or disaster relief. You reserve the keywords play, scholar, and relief, and send your constituents a text message survey. After you download and import the data, you query on the appeal, package, and response to determine which campaign to focus on for your next fundraiser. To send outbound messages and receive inbound messages, complete the following tasks. Set up text messaging. For more information about text messaging setup, see Text Messaging Setup on page 3. Reserve keywords with the service provider. For more information about how to define inbound message keys, see Inbound Message Keys on page 11. Compose an outbound message to send to the constituents. Determine the constituents to receive the text message. You can include all constituents who opt in to text messaging or you can create a query of selected records. Determine the appeal and package to assign for the text message. Complete the outbound messages procedure. For more information, see Download SMS Data on page 27. Download and import the latest text messaging data. If you defined an appeal and package, query on the appeal, package, and response to analyse your feedback.

16 10 CHAPTER 1 Send Outbound Messages Only For more information about how to create queries, see the Query chapter of the Query and Export Guide. When you want to send information to constituents and not receive responses in return, set up outbound messages only. For example, you want more people to attend your organisation s events. To help send news of the event to your constituents, you ask if they want to opt in to text messaging. After you develop a list of constituents who agree to text messaging, you set up monthly text messages with key information about upcoming events. Your constituents become more engaged in your organisation s events. To send outbound messages only, complete the following tasks. Set up text messaging. For more information on text messaging setup, see Text Messaging Setup on page 3. Determine the constituents to receive the text message. You can include all constituents who opt in to text messaging or you can create a query of selected records. Determine whether you want to create a new entry on the Appeals tab of each constituent record. If you decide to create a new entry, determine the appeal and package to associate with the outbound message. Compose an outbound message to send to the constituents. Complete the outbound messages procedure. For more information, see Download SMS Data on page 27. If you plan to send text messages on a regular basis, develop a plan and schedule for you to send the text messages. Receive Inbound Messages Only When you expect to receive inbound messages without sending an outbound message, you must define inbound message keys. For example, on your website, you request constituents text your organisation with a yes or no commitment to the annual charity golf event. You reserve the keywords, download and import the data, and then query on the constituents who responded yes. You can then send post on the annual charity golf event only to those constituents who plan to attend. To receive inbound messages only, complete the following tasks. Set up text messaging. For more information about text messaging setup, see Text Messaging Setup on page 3. Reserve keywords with the service provider. For more information about how to define inbound message keys, see Inbound Message Keys on page 11. Compose and publish your message with the keyword and short code where necessary, such as on your website, post, billboard, and advertisement.

17 TEXT MESSAGING 11 Inbound Message Keys When you define a keyword and short code combination, you reserve that specific combination with the text messaging service provider. A short code is an abbreviated phone number that can receive messages. Each service provider has a certain number of short codes reserved for its use. A keyword is a short string of characters the sender can enter as a text message in response to an appeal from your organisation. When you reserve a keyword with the service provider, it routes inbound messages received back to your organisation. You reserve keyword and short code combinations with the service provider for a specific period of time. If you request a keyword that is not available, you can request that the service provider reserve similar options. When you request keywords, you should choose a short string of characters for constituents to text that relates to your appeal. For example, to find out whether constituents prefer the whales or penguins at your aquarium, request the keywords whl and pen. If those keywords are not available, the service provider will suggest similar alternatives, such as wal and peg. On the Inbound Message Keys screen, you create new message keys, open existing keys, delete existing keys, and submit new message keywords to the service provider to reserve. Inbound Message Keys Navigation On the Text Messaging page, click Inbound Message Keys. The Inbound Message Keys page appears. New. To create a new keyword and short code combination, click New on the action bar. You can also define an appeal and package to associate with the new keyword.

18 12 CHAPTER 1 Open. To open an existing keyword, select the keyword in the grid and click Open on the action bar. Before you submit new keywords to the service provider, you can change any keyword options. After you submit the keyword, you can change only the appeal and package. Delete. To delete a keyword from the Inbound Message Keys grid, select the keyword and click Delete on the action bar. When you delete the keyword from the grid, it does not cancel your reservation with the service provider. At the end of the effective period, the service provider automatically deletes your keyword and short code combination. To keep an existing keyword and short code combination after the effective period, create a new reservation for the combination. Submit New Keys. After you define your keywords, you must reserve them with the service provider. You can reserve one or many keywords at the same time. To reserve the keywords, click Submit New Keys. The program submits any keyword with a status of new. Display. To filter the keywords based on their status, select a status in the Display field. The Display field enables you to see keywords with a specific status, such as submitted, active, and expired. Recently Accessed Text Message Keys. In this frame, view the five most recent message keys accessed. To open the message key, click the name. Quick Find. If you know the name of the message key, use the Quick Find field. To search for saved message keys, click the binoculars. The Open screen appears. To find the message key, enter the search criteria and click Find Now. Define Inbound Message Keys To receive text messages from constituents, you must reserve a keyword and short code combination with the service provider. When you define an inbound message key, you can also define an appeal and package. Before you define inbound message keys, we recommend you determine how to inform constituents to send text messages to you and the goal of the text message. For example, you decide to post a request for text messages on your organisation s website. The goal is to determine which environmental cause your constituents care about most. You need keywords that relate to the different environmental causes your organisation supports. Define an inbound message keyword In this procedure you learn how to define an inbound message keyword. Each keyword requires a separate entry. 1. On the Text Messaging page, click Inbound Message Keys. The Inbound Message Keys screen appears.

19 TEXT MESSAGING Click New. The New Keyword Definition screen appears. 3. In the Keyword field, enter a keyword, up to 15 characters, for the inbound message. The keyword must contain alphanumeric characters only. 4. In the Definition field, enter a definition to further explain the keyword. For example, if your keyword is pol, your definition is pollution. The definition can contain up to 30 alphanumeric characters. 5. In the Short code field, select an available short code. Each service provider reserves a certain number of short codes. 6. To reserve the keyword for specific period of time, enter start and end dates in the Effective Period frame. a. In the Start date field, enter the date for the beginning of the reservation. To select a date on a calendar, click the calendar. b. To set the time on the start date for the reservation to begin, select the hour and minute in the Start time field. c. In the End date field, enter a date for the end of the reservation. To select a date on a calendar, click the calendar. d. To set the time on the end date for the reservation to expire, select the hour and minute in the End time field. In an outbound text message, you use the definition to inform the constituent what the keyword represents. When you submit the keyword and request additional keywords from the service provider, keywords appear in the Additional Keywords frame.

20 14 CHAPTER 1 Before you use Text Messaging, we recommend you set up specific appeals and packages for inbound messages. When you receive inbound messages, these separate appeals and packages help you track information. 7. To select an appeal for the inbound message key, in the Appeal field, select an appeal or click the binoculars to search for your appeal. 8. To select a package for the inbound message key, in the Package field, select a package from the drop-down list or click the binoculars to search for your package. 9. To set inbound message key options, click Next. The Options tab appears. 10. In the Keyword Validation frame, select Reserve submitted keyword only or Identify and reserve additional keywords. If you select Identify and reserve additional keywords, the service provider determines similar keywords and automatically reserves them for you. 11. To automatically send a predefined text message in response to any text message received, check Send automatic response. a. In the Message header field, enter a title for the text message response. The message header contains up to 11 alpha characters or 15 numeric characters. b. In the Message field, enter the body of the text message response. This field contains up to 160 characters including the opt out text. A Character count to the left of the Message field keeps track of the character count for you. c. To determine when to send the text message response, select Send response immediately or Send response on. If you select Send response immediately, the text message response is automatically sent upon receipt of an inbound message. If you select Send response on, enter a date and time to send a text message response to all constituents who sent in an inbound message.

21 TEXT MESSAGING To save your inbound message key, click Save. The Save Inbound Message Key As screen appears. 13. In the Message Key Name field, use the keyword as the name of the inbound text message or enter a new name. The name is for your identification purposes only. 14. In the Message Key description field, use the keyword description or enter a new description. The description is for your identification purposes only. 15. To enable others to use this inbound message key in an outbound text message, check Others may apply this message key to text messages. 16. To return to the inbound message key, click Save. 17. To return to the Inbound Message Keys page, click Save and Close on the toolbar. Reserve Inbound Message Keys When you have one or many new inbound message keys ready to reserve, submit them to the service provider. The service provider determines if a conflict exists. If a conflict does not exist, the service provider responds with a confirmation and additional keywords if requested. If a conflict exists, the service provider returns the reservation and gives you the opportunity to edit the inbound message key. After you edit the inbound message key, you resubmit it to the service provider. Reserve an inbound message key Before you reserve an inbound message key, you must define and save one. For more information on how to define and save an inbound message key, see Define Inbound Message Keys on page On the Inbound Message Keys page, click Submit New Keys. The Text Message Key Reservation Results screen appears. 2. If no errors inbound message keys have errors, the Reserved Keywords tab appears. Go to step 3. To submit information to and receive information from the service provider can take up to seconds, depending on your internet connection.

22 16 CHAPTER 1 All inbound message keys submitted together must all be approved before any can be reserved. If an inbound message key has an error, the Unable to Reserve tab appears, and the inbound message keys without errors appear on the Approved - Not Reserved tab. On the Unable to Reserve tab, resolve the error for each inbound message key that appears. a. Select the Unable to Reserve tab. b. In the grid, select the inbound message key with the error to resolve. c. In the Error column, the reason for the error, as received from the service provider, appears. Determine whether to fix the keyword, description, short code, or effective period. d. In the Resolution Method frame, select how to resolve the error. To reserve a modified inbound message key, select Resubmit the modified message key and make the required changes as described in the Error column. To ignore the inbound message key and fix later, select Ignore the message key for now. I will make changes later. To delete the inbound message key, select Delete this message key.

23 TEXT MESSAGING 17 e. Click Submit. The Reserved Keywords tab appears. 3. Review the approved and reserved inbound message keys. 4. To return to the Inbound Message Keys page, click Close. Outbound Messages With Text Messaging, you can send two types of outbound text messages. You can compose a text message and enable constituents to respond, or you can compose an outbound text message only. To enable constituents to respond to your outbound text message you must first define and reserve an inbound message key. For more information about inbound message keys, see Define Inbound Message Keys on page 12. Outbound Messages Navigation On the Text Messaging page, click Outbound Messages. The Outbound Messages page appears.

24 18 CHAPTER 1 New. To create a new outbound text message to send to constituents who opt in to Text Messaging, click New on the action bar. Open. To open an existing outbound text message, select the message in the grid and click Open on the action bar. Before you submit the outbound text message to the service provider for delivery, you can change any message options. After you send the outbound message to the service provider for delivery, you can only open and view the message options. Delete. To delete an outbound text message, select the message in the grid and click Delete on the action bar. If you delete an outbound text message with a status of Pending, the service provider cancels the scheduled delivery of the message. You cannot cancel an outbound text message after the scheduled delivery date. However, you can cancel an outbound text message with a status of Not Sent at any time. Display. To filter the outbound messages based on their status, select a status in the Display field. The Display field enables you to view only outbound messages that have a specific status, such as Not Sent, Pending, and Sent. Recently Accessed Text Messages. In this frame, view the five most recent outbound text messages accessed. To open the outbound text message, click the name. Quick Find. If you know the name of the outbound message, use the Quick Find field. To search for saved inbound text messages, click the binoculars. The Open screen appears. To find the inbound message, enter the criteria and click Find Now.

25 TEXT MESSAGING 19 Compose and Send Outbound Text Messages To send individual constituents outbound text messages, on the Text Messaging page, click Outbound Messages. The Outbound Messages page appears. From the Outbound Messages page, you can compose and send text messages to constituents who opt in to Text Messaging. You can compose a text message and enable constituents to respond, or you can compose an outbound text message only. To enable constituents to respond to your outbound text message, you must first define and reserve an inbound message key. For more information about inbound message keys, see Define Inbound Message Keys on page 12. To compose and send outbound text messages, from the Outbound Messages page, click New on the action bar. The New Outbound Text Message screen opens to the General tab. On the New Outbound Text Message screen, you select the records to include in the outbound text message, determine the text message options (such as short code, send date, and appeal), and compose the message. You can also copy outbound text message options from a previously created outbound text message. The New Outbound Text Message screen consists of five tabs. General Tab On the General tab, you determine the individual constituents to receive the outbound text message. On this tab, you also define preferences for the outbound text message, such as the short code, its send date, and the appeal and package to attribute. Select outbound text message options 1. On the Text Messaging page, click Outbound Messages. The Outbound Messages page appears.

26 20 CHAPTER 1 2. On the action bar, click New. The New Outbound Text Message screen opens to the General tab. 3. To create a new outbound text message from an existing outbound text message, in the lower right corner, click Copy From. The Open screen appears. Once you make your selection, the options from the existing outbound text message appear on the new outbound text message. 4. To select the individual constituents to receive the outbound text message, click Include. You can select all constituents, constituents selected within a query, or one constituent.

27 TEXT MESSAGING 21 To include all constituents who opt in to receive text messages, select All Records. To include only constituents in a selected query, select Selected Records. The Open Query screen appears. Once you make your selection, only those constituents in the query who opt in to receive text messages are considered for receipt of a text message. To send an outbound text message to one constituent, select One Record. The Open screen appears. Once you make your selection, only the one constituent you selected receives your outbound text message. 5. In the Include these Constituents frame, select whether to include inactive constituents, deceased constituents, and constituents with no valid addresses. 6. In the Send message on short code field, select from which short code to send the outbound text message. 7. Determine whether to send the outbound text message immediately or on a specific date and time. To send the outbound text message immediately, select Send message immediately. To send the outbound text message on a specific date and time, select Send message on and enter a date, hour, and minute. 8. To record and associate the outbound text message to an appeal and package, check Create new entry on Appeals tab of constituent record. If you check Create new entry on Appeals tab of constituent record, select an appeal and package. 9. If you have Blackbaud Direct Marketing, you can enter a marketing source code and marketing segment. 10. To create a query of all individual constituents who receive the outbound text message, check Create output query. 11. Click Next. The Filters tab appears. For information about the Filters tab, see Filters Tab on page 21. For more information about queries, see the Query chapter of the Query and Export Guide. Filters Tab On the Filters tab, you define the recipients of a text message based on specific criteria. For example, you want to inform your volunteers about an upcoming event in which you need assistance. You can use the constituent codes filter to send a text message to constituents with a constituent code of Volunteer. However, you do not want to include volunteers who do not want to be contacted by phone. To exclude constituents with Do not phone solicit codes on their constituent record, choose Exclude Selected in the Filter Option column for the Solicit Codes filter.

28 22 CHAPTER 1 Filter outbound text message recipients 1. On the New Outbound Text Message screen, select the Filters Tab. 2. Select any filters to use to choose records for which you want to send an outbound text message. You can include selected Constituent Codes or Assigned Canvassers and exclude selected Solicit Codes. 3. Click Next. The Message Text tab appears. For information about the Message Text tab, see Message Text Tab on page 22. Message Text Tab On the Message Text tab, you compose the outbound text message and determine whether and how constituents can respond. If you choose to allow responses for your outbound text message, you can include only inbound message keys with the same appeal and package as the outbound message. Also, only inbound message keys active at the same time as the send message time are available for selection.

29 TEXT MESSAGING 23 Compose the outbound text message 1. On the New Outbound Text Message screen, select the Message Text tab. 2. In the Message header field, enter a title for your outbound text message. The header can include up to 11 alpha or 15 numeric characters. 3. In the Message field, enter the body text of your message. The opt out text is automatically included. In the lower left corner, a character count displays the message size. The maximum length of an outbound text message is 160 characters. To preview your outbound text message, in the lower right corner, click Preview. In the preview, you can also read the opt out statement added to the end of the text message body. 4. To enable text message recipients to respond to your message, check Add response option(s) to message. a. To display the short code with each keyword in the outbound text message, check Include short code with each keyword. If you plan to include several keywords with the same short code and want to save character space, uncheck the checkbox. b. To include the keyword description with each keyword, check Include keyword description. If your keywords are self-explanatory and do not require a description, uncheck the checkbox. c. In the Response Instructions fields, you can change the default text in the standard response instruction. However, no fields can be blank. To restore the default text, click Restore Default. To modify the standard opt out statement for your organisation, see Define rules for text messaging on page 3.

30 24 CHAPTER 1 d. In the Response option active as of send date box, all reserved inbound message keys active as of the send date and that contain the same appeal and package as the outbound message appear. To include an inbound message key as a response option, select the keyword and click the right arrow to move it to the Selected response options box. To include all available inbound message keys as response options, click the double right arrows. All active inbound message keys move to the Selected response options box. 5. Click Next. The Attributes tab appears. For information about the Attributes tab, see Attributes Tab on page 24. Attributes Tab On the Attributes tab, you determine whether to include or exclude constituent records with certain attributes from receiving the outbound text message. Attributes enable you to further focus your text message recipients. Select to include or exclude records with attributes 1. On the New Outbound Text Message screen, select the Attributes tab. For more information about constituent attributes, see the Attributes, Notes, Media, and Appeals chapter of the Constituent Data Entry Guide. 2. Check Include Records with these Attributes or Exclude Records with these Attributes and enter any attributes to filter constituents for whom you want to receive the inbound text message. 3. Click Next. The Ind. Address tab appears. For information about the Ind. Address tab, see Ind. Address Tab on page 25.

31 TEXT MESSAGING 25 Ind. Address Tab On the Ind. Address tab, you determine which mobile phone numbers to use when the program selects the mobile phone numbers to receive the text message. Select individual address data to consider for an outbound text message 1. On the New Outbound Text Message screen, select the Ind. Address tab. 2. In the Phone type to use field, select the phone number The Raiser s Edge should consider first for each constituent. 3. In Step 1, to consider seasonal addresses as eligible addresses when The Raiser s Edge selects text message recipients, check Consider addresses with season dates as of. When you check this checkbox, you must select a date, such as Today, Yesterday, or <Specific date>. When you select <Specific Date>, the Date field appears for you to enter a date, such as 10/1/ In Step 2, specify the addresses to consider when a valid seasonal address is not found in Step 1, or if you did not consider seasonal addresses for the text message. To select an address, select the address in the Addresses box and click the right arrow to move it to the Addresses to use box. If you list multiple addresses in the Addresses to use box, sort the addresses in order of importance. To move an address within the Addresses to use box, select the address and click the up or down arrow. 5. In Step 3, use attributes to choose the address type to consider for receipt of the text message. The program checks only the address types listed in the Addresses to use box. If you want the program to check all address types during address processing, move all available address types from the Addresses box to the Addresses to use box.

32 26 CHAPTER 1 a. Click Address Attributes. The Address Attributes to Consider screen appears. To submit a saved text message to the service provider, open the message from the Outbound Messages page and click Send. b. You can select an attribute category and description that, if present on an address, receives priority consideration for the text message. For example, to include addresses with the attribute Category of NCOA confirmed? and a Description of Yes, enter the information on this screen. For more information about how to enter address attributes, see the Biographical Information chapter of the Constituent Data Entry Guide. c. After you enter the necessary address attributes, click OK. You return to the Ind. Address tab. A label appears to the right of the Address Attributes button and lists the attributes you selected. When you do not specify any attributes, the label displays <No address attributes specified>. 6. In Step 4, select the address type the program should use if it cannot find an address meeting your selections in steps 1 through 3. If no valid address has yet been found by this step in processing, the address type selected here is considered for receipt of the text message regardless of selections made in previous steps. 7. To verify the outbound text message is correct, click Preview. A preview of the outbound text message appears. To return to the outbound text message, click Close. 8. Determine whether to send the outbound text message now or at a later time. To save the text message but not submit it to the service provider for delivery, click Save on the toolbar. The Save Outbound Text Message As screen appears. Enter a message name and description for the outbound text message and click Save. You return to the outbound message screen. To exit, click the X in the upper right corner. To send the outbound text message to the service provider immediately, click Send. A confirmation message appears. Click OK. You return to the Outbound Messages page.

33 TEXT MESSAGING 27 Download SMS Data After you set up Text Messaging, send outbound text messages, and reserve inbound message keys, you must download text messaging data from the service provider on a regular basis. The service provider sends you inbound messages, opt outs, and undeliverable outbound message mobile phone numbers received since the last time you downloaded data. After you download the data, you import the information. When you import, you determine many options for the data, such as if a inbound text message sender s phone number is not found in your database you can choose to create a new constituent record. To assist processing of text messaging data, you can also create an output query of all inbound messages received, all text messaging opt outs received, and all undeliverable outbound messages. Download SMS Data Navigation On the Text Messaging page, click Download SMS Data. The Download SMS Data page appears. Get Latest Data. To download the latest data from the service provider, click Get Latest Data on the action bar. You download either all data as of the current date and time or you specify a date range. To reduce download time, we recommend you specify a date range. The service provider sends inbound messages, opt outs, and undeliverable outbound message mobile numbers received since the last time you downloaded data. Check All. To select all data in the Download SMS Data grid for import, click Check All on the action bar.

34 28 CHAPTER 1 Import. To import text messaging data to constituent records and Query, click Import on the action bar. You also determine how data imports, such as whether to create a query of all inbound messages received. Delete. To delete a selected row in the Download SMS Data grid, click Delete on the action bar. Display. To filter the data in the grid based on information type, in the Display field, select the type of information to view. You can select Inbound messages, Opt outs, or Undeliverable messages. Import only checked data that is currently displayed. When you select Import only checked data that is currently displayed and click Import, the program imports only the data that currently appears in the grid and has a tick in the Import checkbox. Import checked data for all types. When you select Import checked data for all types and click Import, the program imports all data with a tick in the Import checkbox, regardless of whether it currently appears in the grid. Download Text Messaging Data To import text messaging data into The Raiser s Edge, you must download the latest data from the service provider. The service provider handles inbound messages, opt out requests, and undeliverable mobile phone numbers for your organisation. Download latest text messaging data from service provider 1. From the Download Data page, click Get Latest Data. The Download Data screen appears. 2. To download the data, define the download data date. To download all data as of the current date and time, select Current date and time. To reduce download time when you expect a large volume of data, select Specified range. If you select Specified range, enter a From date and time and a Through date and time.

35 TEXT MESSAGING Click Download Now. When the download is complete, a confirmation screen appears. 4. Click OK. You return to the Download Data page, and your new data appears in the grid. Import Text Messaging Data After you download the most recent text messaging data from the service provider, you must import the information into The Raiser s Edge. The data on the Download Data page only exists in the grid until you import it. Before you import your data, determine how you want to use the information. For example, determine how to handle undeliverable outbound text messages. Import text messaging data 1. On the Download Data page, click Import. The Import Data screen appears. 2. In the If the sender s phone number is not found frame, determine how to handle inbound text messages from unknown senders. To create new constituent records for unknown senders, select Create a new constituent record for each unknown sender. To create an exception for each unknown sender, select Do not create new records (An exception will be created for each).

36 30 CHAPTER 1 To create a saved file of exceptions, check Create exception file of unknown senders and enter a name for your file. To save the exception file over an existing file, click the ellipsis to access the Open screen. 3. In the If the sender s phone number is found for multiple constituents frame, select to whom you want to attribute the inbound message response. To apply the inbound text message response to all constituents listed on the grid, select Apply the response to constituents as marked on the grid. To apply the inbound text message response to the first constituent found for that phone number, select Apply the response to the first constituent found. To apply the inbound text message to the constituent checked head of household, select Apply the response to head of household only. 4. In the If an outbound message was undeliverable frame, determine how to process undeliverable outbound text messages. To opt out the phone number for Text Messaging, check Mark the phone number as not eligible for text messaging. To update the Appeals tab on the constituent record, check Update the message record on the Constituent Appeals tab. If you check Update the message record on the Constituent Appeals tab, select whether to add a comment to the record or delete the message record. If you select Add a comment to the record, enter a comment to update the existing message record on the constituent Appeals tab. 5. In the Create an output query for each of the following frame, determine whether to create any queries from the import data. To create a query of all inbound text messages received, check All inbound messages received. To create a query of all opt out requests, check All text messaging opt outs received. To create a query of all undeliverable outbound messages, check All undeliverable outbound messages. 6. To create a control report of all data in the import, check Create control report. If you check Create control report, select whether to preview or print the report. 7. When you are ready to import your downloaded text messaging data, click Import Now. A confirmation screen appears. 8. To return to the Download Data page, click Close. All data you successfully import into The Raiser s Edge no longer appears on the Download Data page.

37 TEXT MESSAGING 31 View Text Messaging Data on Constituent Records After you download and import your text messaging data, you can view and query on the information on the constituent record Appeals tab. To view text messaging information on a constituent record, open the constituent record and select the Appeals tab. If you do not see text messaging information on the constituent record, review your settings for inbound message keys, outbound messages, and import data.