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Looking Forward in 2024: Engagement Plan - FAQ
Looking Forward in 2024: Engagement Plan - FAQ
Updated over a week ago

Lapsed Donor and Non Donor Plans

Why are there two different plans?

If you have enough donors and non-donors in your system you will see two plans appear in the task list. One is a list of tasks to help you reach out to individuals who made a donation or had a soft credit attributed to them in 2021 or 2022, but not in 2023.

The second is a list of tasks and emails for outreach to those non-donor contacts in your system who have not made a donation or had a soft credit attributed to them in the last 3 years. The communication templates are slightly different for each audience.

Do I have to launch both plans?

If you see both plans (as described above) you do not have to launch both. For example, if time is limited and you can only execute one plan then consider starting with the plan that has the largest audience. You can always go back and launch the other plan later.


It looks like there are duplicate tasks, why is that?

If your account has enough lapsed donors and non-donors for the two plans to appear, you will notice some tasks from each plan will appear twice (like social media tasks). This helps you not miss any tasks for customers who might only qualify for one of the plans.

If you have duplicate tasks on your task list because you launched both the lapsed donor and non-donor plan, feel free to delete the duplicate tasks!

What's the definition of a "lapsed donor" and a "non-donor" that helps establish the audiences for these two plans?

A "lapsed donor" is any contact in your system that has gifts listed as "greater than $0," and has made a donation or had a soft credit attributed to them in 2021 OR 2022, but not in 2023.

A "non-donor" is a contact in your system who has not made a donation or has had a soft credit attributed to them in the last 3 years.

Please note that these automatically generated audiences only apply to the email audience lists. Group Video, direct mail recipients, and text message mailing lists are not automatically generated for you. However, the suggested content for those audiences is the same as it would be for lapsed donors and non-donors within the plan, so there is no need to segment these audiences.


Do I have to use all of the communication pieces in the plan?

Not at all! Use the templates and timeline that you think will work best with your audience.


Email Lists & Editing Email Audiences

How can I edit the audiences for the email blast lists?

You can add or remove individual contacts from the automatically-generated lists by opening the next communication you want to send, then clicking the “Recipients” step, and then selecting the option to “Edit Recipients.”

As an added note, you can add or remove contacts one by one - but you can't edit the filter used to generate the audience lists.

Removing a contact from your automatically generated list will prohibit that contact from receiving an email in this specific campaign going forward. Once the first email is sent, future emails will go to everyone included in the first email's recipient list - unless a contact either unsubscribes, or makes a donation.

What happens when someone donates? Will they get the next email in the plan?

Once someone donates they will be automatically removed from the engagement plan list, and will not receive any of the future emails included in the plan.


​I want to be able to have more control over the audiences for each email send, how do I do that?

Because this plan is made to be very simple and "ready to use," we wanted to make segmentation super easy for all customers.

However, if you'd like to use the templates and set your own audiences (such as removing major donors), you can just copy the template text and paste it in a new email that you've build from scratch. This should give you more flexibility in your audiences that you're looking to reach through this particular plan.


Collaboration and Accessing Tasks

How can our team collaborate on the plans?

The tasks in an engagement plan are auto-assigned to the admin user that initiated the plan, but any other admin user can see the tasks by clicking on the "Tasks" button in the top-right corner. Tasks can also be re-assigned, so they can be distributed across admin users if you choose.

Additionally, once an email is created from one of the tasks in the engagement plan, any admin user can access and edit the email prior to sending the final message.

What happens when I kick off the plan? Where do I revisit the tasks?

Once an engagement plan has been initiated, the tasks associated with the plan can be found under the "Tasks" button in the top-right corner.

Why don't I have the banner announcing the launch of the plan?
If you aren't seeing the banner regarding the launch of an engagement plan when you first log into Donor Management, it's likely because of one of these reasons:

  • Someone at your organization has already launched the plan, and all of the tasks can now be found under the "Tasks" tab in the top-right corner of your screen.

  • Your organization doesn't meet the criteria of having at least 25 contacts with active email addresses, so the plan currently isn't available.

  • Your organization doesn't have at least 10 contacts with emails that fit the saved search criteria within the specific engagement plan.

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