When a donor directly sends DR a negative response to the Recurring Upgrade email, we should allow DR to manually add a "Recurring Upgrade Declined" activity so that donor is not targeted for any future upgrade emails.
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Details
| Subject | Repo | Branch | Lines +/- | |
|---|---|---|---|---|
| Allow manually creating Recur Upgrade Decline activity | wikimedia/fundraising/crm | master | +21 -4 |
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Change #1017917 had a related patch set uploaded (by Ejegg; author: Ejegg):
[wikimedia/fundraising/crm@master] WIP: Allow manually creating Recur Upgrade Decline activity
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Change #1017917 merged by jenkins-bot:
[wikimedia/fundraising/crm@master] Allow manually creating Recur Upgrade Decline activity
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@AMJohnson @MBeat33 @MSuijkerbuijk_WMF
I've just deployed a change to make it possible to manually record a 'Recurring Upgrade Decline' activity against a contact record, for donors who receive the email asking them to upgrade their recurring, but who reach out to DR instead of clicking the 'no' button. Adding this activity will exclude them from future mailings.
That just leaves the people who email DR asking to upgrade rather than clicking a button on the form. Maybe we should also exclude donors when they have the 'Update Recurring Contribution' activity
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@Ejegg this is great!
Can I confirm a couple of things:
- Can we use that for other donors with other CIDs, so that if a donor just emails us saying never monthly etc, we can mark their record? Or is it only for those who have received the email and thus already have their record marked in some way?
- @MSuijkerbuijk_WMF How are you thinking you will use those who say decline in the future?
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@Ejegg -- Thanks so much, Elliott! Maybe it's not live yet as I haven't spotted it. Could you share where we will go in Civi to "manually record a 'Recurring Upgrade Decline' activity against a contact record"? Thanks! :0)
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Thanks @Ejegg -- what do you mean with exclude all donors when they have 'Update recurring contribution'? Do you mean all those who receive the email?
We do not want to do that. Many donors did not open, but that doesn't mean we don't want to reach them again with an upgrade ask and be successful.
@krobinson We will exclude those who declined for a period of time (e.g. 12 months) before reintroducing them again into any upgrading ask. This is common practice as far as recurring programs go.
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@MSuijkerbuijk_WMF when Donor Relations manually edits a recurring contribution, e.g. for a donor that emailed them instead of clicking a link in the email, the donor's record gets an activity of type 'Update recurring contribution'. The vast majority of the people who got the email will NOT get an activity of this type.
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@krobinson You can add the 'Recurring Upgrade Declined' activity to any contact and it will act as an opt-out to future recurring upgrade emails - it's not dependent on having already gotten one.
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@Ejegg Thanks for explaining. Just a follow up questions:
- Is the 'Recurring Upgrade Declined' a criteria in Acoustic? I don't remember if we added it already.
- Does it have an expiration period? I'm asking because we need to leave a window with the Declined on, but then after (for example) +12 months, reintroduce them. Is this how this criteria works?
Thanks
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'Recurring Upgrade Declined' is an activity type in CiviCRM. We don't export the full activity history to Acoustic - instead, in the nightly export, we calculate eligibility for upgrade for each donor that's been touched in the last 2 weeks, and just export a single yes/no field to Acoustic.
We don't currently have an expiration period baked in, but we could add that. Want to open a Phab? Since the donors are giving every month, that new donation will trigger a recalculation of the eligibility, so it should be enough to just modify the condition around having those activities.