Hi all - adding here a note from a colleague working in a Sustainer program
' For our lapsed process, it tries automatically three times over 3 months. We follow up with 3 contact attempts over 60 days. We get about 60% of the lapsed sustainers back. The extra personal outreach often leads to an increased monthly gift.'

Sounds good to me @SHust to send this email to invite to reset the recurring gift.

Thanks @Lars makes sense. Please include Joseph and Erica R.

@Ejegg How is it done now? I am aware that @EMartin mentioned that with Gr4vy and other PSPs optimizations, the rules of 3 retries might have changed.
We want to continue to retry right after the failed payment, in the month it happens, but then also keep them and reattempt during those first 3 months.
We need to understand how this will be shown in reporting too @JMando and @AKanji-WMF as if this changes, it will happen at the time we launch donor portal and might give us wrong views on what's happening with cancellations.

To me (open to discuss) the failure emails can remain as they are for now to let the donor know - this is more of a technical shift on our end.
Later on, we can explore that journey.

@NNgu-WMF can talk about the format - we would upload it to Acoustic to create a list that we will target in our next fundraiser.

This is such a great insight @Lars The size is greater than expected.
Any chance I could see this for U.S. only? Yes One-time gifts only, not recurring.
I see the limitation on Civi, but, depending how the size looks for the U.S., is there any way to export the list of those giving 2 or more?
FYI @NNgu-WMF

@Lars Could we first pull a Civi search kit to understand the volume before we prioritise this for April 1? Depending on volume, it might not be so urgent. We have found an alternative way to identify loyal donors

Hi @Lars Please do not implement any changes before we agree on the direction and sync Civi-Metabase work.
I've sent an event invite to discuss this task and additional recurring statuses (donor portal related - @AKanji-WMF @KHill-WMF

Yes we should - donors often set up 2 recurring gifts to spread their support.
Thanks for checking @AKanji-WMF

Thank you, sounds good

I don't see these as necessary, but the team might have shared a use case for it.
@NNgu-WMF We probably need to go through all the Acoustic fields and review use cases and requests.
Do you mind doing that in the applicable sheet and ping the team (Megan, Caitlin, me) for review?

We can do loop it into other work - we want to do some testing ideally this fiscal year.
Thank you

@NNgu-WMF No, it means that we might need to adjust the timing of the recurring reactivation first email - the failure emails are sent through Civi, which Christine is currently building.

Please let's discus as a team as part of the cross-team donor preferences work and preference tags. I am afraid it requires a broader review before being implemented, and to be part of those conversations and documentation. Adding @AKanji-WMF and @MRitch-WMF who were coordinating this work.

@Cstone Apologies but the test emails that Natalie sent me do not match the email 1 and email 2 content that was briefed. I'm confused on why this is happening. Can you please review?

We want to tailor our journeys depending on the channel they last gave. For example, if we know a donor last gave in banners, but it's consecutive, we can send an earlier email to re-engage them in email (higher value) earlier. Or if they gave through social, we can create specific journeys.

Yes that sounds good - Please can you look at implementing that change and getting that criteria active in Acoustic? Thank you
FYI @Lars

This needs to be checked with @JMando to understand if it would impact data on reporting. We need to make sure we are not changing things in CRM in the framework without taking into account this.
Also Joseph is working on the framework refresh and we can take this into account

Yes, let's review together. Thank you

@Cstone Having a YoY view would be good yes. So if we could update that FY even better.

Hi @Cstone and @NNgu-WMF
I'm afraid there's been confusion on what this task included.
The copy briefed for failure email 1 and failure email 2 is here -- I'm afraid I don't see that update in this link.
We will need the monthly / annual logic in there yes AND URLs will need to be amended to FY2526
Can you please review and share test emails for review?
Thank you

@NNgu-WMF do you mind looking into this? Thank you

Works for me

Good to go with the change in signatory.

@Lars That makes sense. To me, this works as usual and we can opt them back in.
As a separate ask, I am not aware if any changes are needed to the RML so we see the consent field as we have in SMS now. @SKivlehan-WMF and @MRitch-WMF could you look into this?

Hi @Lars
Yes we should opt them back in.
This applies to both cases - because in point 2, if they don't donate, they will not qualify to receive the rest of fundraising emails.

Yes @MRitch-WMF has worked on this area. Megan do you mind reviewing with the team in January? Thank you

@Lars The team reviewed the new Civi Segments+Status and came back with a couple of questions. FYI @JMando
and @IAckerman-WMF

Hi @Lars - My request in Slack is to have this confirmed with Eileen or Brian as they are aware of the rules in Civi of how the MSL works.
I am not that close to how the logs and rules have been set up technically, so I cannot approve these changes myself.

@Lars This is very helpful.

Thanks, this sounds good to me.

Do we need the Cancel in there if donors manage it through PayPal? The screen shared has cancel as single CTA and I find that risky

Noted. Thank you

@Lars Thanks for sharing that information. I still see the need to be able to tag as recurring any Major Donor or Mid Tier donor giving as a recurring donation.
So this is a change that is needed. I am talking to Joseph tomorrow about a few changes needed in the framework, and I'll mention this too.

@Lars I believe this needs some clarification as we were operating under the assumption that we could see status 2 assigned to all segments. Not for targeting but for file analysis. So now I am confused on how this works and how it reflects in the framework page (as we assume a hierarchy from top to bottom)
https://civicrm.wikimedia.org/civicrm/wmf-segment
Let's have a follow up call. Thank you

@Lars I'd say we should confirm that point - please have a look at how it was set up for monthly recurring statuses.
Also, we need to make sure that 2-4-6-8 only apply WHEN donor segment is 400 (monthly)

@Lars For the Lapsed Annual Recurring = The recurring plan was canceled within the last 13 months OR The last successful payment was within the last 13 months
Shouldn't it be 4 to 13 months? So that it doesn't overlap with Delinquent?

Thank you @Ejegg It looks good now - please confirm that it will be set to send to annual recurring donors 15 days prior to their installment.

Thanks

@AKanji-WMF Is it possible to receive a test email? I need to see SL, and all the email components. Appreciate it!

Thanks I see it now, copy looks good but the Annual version needs to link to the donate.wiki with Annual pre-selected (I currently see Monthly pre-selected).

@Ejegg I see the monthly version is all good, but the annual version the copy is not updated yet. I'll wait for your confirmation when edits are done. FR Online does not edit this piece as far as I'm aware, @Cstone let us know. I can check with the team if support is needed, as we will need this localised (Tomasz does that for other pieces) Thanks

These failure emails have traditionally been updated by Christine if I'm not wrong - we talked to her for example about the second failure email. So not sure if the process has changed there.

Thanks @Ejegg for this. I'm adding @RLopez-WMF as he might be able to help with the logo
@Ejegg Once fixed, would you mind sending me a test email or forwarding yours? I'll need to share it with the team too as this is such an important piece.
Appreciate it!

Hi @Ejegg I've requested the copy update to the Content team, they'll review and share it once done.

Good news. It's good to have it in place for the first annual gift renewals in Nov-Dec

Hi @Ejegg and @AKanji-WMF - just a small note that we need to introduce small changes to the copy, I'll share next week. Apologies for this!

Yes, this was done a while back.

Sounds good

Thanks @Ejegg for the update, appreciate it

Hi all, I wanted to add here a note about an additional recurring dononr_status or gift status that we might need to add to cover 'paused' functionin the donor portal.
Thanks FYI @KHill-WMF @AKanji-WMF

Hi @Ejegg Jumping here to confirm if Autorescue is back being active or in progress. Thanks!

I would match the backend to the donor facing reasons as per the list below. FYI @AMJohnson

Content here @Ejegg

Hi team, do you have timelines for this? Please bear in mind that we need a QA step so I would suggest September 30 as deadline for first test email.
FYI @AKanji-WMF

Thanks all - if this is doable and we get to the right rules we need, I see this as a possible part of next year's audience framework enhancement. Let's discuss!

Hi @MRitch-WMF and @Lars Thanks for working on this. I wanted to share this [[ https://docs.google.com/spreadsheets/d/1ex71O8Xh1LqI_fY-AHX9wF-glmcqxc-j1tGflFwVcjo/edit?gid=1402492694#gid=1402492694 | Acoustic wishlist ]]that the Audience team put together. Some of these criteria are included, @MRitch-WMF it might be good to review and update as needed. Thanks
FYI @AKanji-WMF

You are correct. I also recommend removing the 'Other (please specify)' unless we have the right mechanisms (e.g. AI) to analyse open answers on a regular basis

Hi @AKanji-WMF and @Eileenmcnaughton As we start sending Email 1 in Big English, I want to flag this one as urgent so a QA is done to the audience framework, in case there is a bug affecting our segmentation. Thanks

Just hoping we go the safe way as all of this affects our Big English campaign. Let's check in if needed, we do need that lapsed status for annual recurring but we can find options. Thanks

Thanks

Thanks!

Thanks Elliott! Great reminder.

I would send it to the full list - we have lost many and just one email does not ensure re-activation. Thanks

Hi all - Do we have a timeline for this send to the 6k? It'd be optimal to get it out asap.

@krobinson @Ejegg @AKanji-WMF Adding all here to review and reach an agreement.
The risk here is that donors might then be flagged as delinquent and it can cause issues down the line.
I agree that we don't want to bill donors 2x in a month, but we need to find a solution and proper tracking of how many were not billed, how many we will retry, and when.
This all impacts our revenue tracking and subsequent decisions. Not having 1) visibility on figures 2) a quick troubleshooting solution is not ideal either.

@Ejegg Is FR Tech to manually retry the 21k that failed in June and July? It is important to go back and retry those that failed due to this bug. Please confirm

@Ejegg Will this fix +21k failed validation recurring from June and July? That is an important amount so trying to understand what will happen to those donations

If I'm not wrong we wanted to start categorising mailing events (e.g. cultivation, solicitation). I see you authored this task, was this after a conversation with Natalie or Catilin? If not recall, let's wait for us to meet and will come back to you

@Eileenmcnaughton Do you need us to support determining the tags?

@AKanji-WMF In view of the no-email window needed for this, could we look at 2-3 days in July or August with Noah? (I can't find his handle in phab)
Thanks

@AKanji-WMF pinging here as related to this https://phabricator.wikimedia.org/T379751 and this https://phabricator.wikimedia.org/T393432
So we are on track

Pinging @JMando and @IAckerman-WMF for QA too

Thanks @AKanji-WMF We need to have it tested and up and running by October, before any annual recurring is charged.

Hi team, I want to kick off work with Content team for this piece. Do you have a timeline for this? Thanks

@AKanji-WMF @Eileenmcnaughton Hi Anil and Eileen, do we have a timeline on this? Thanks!

See also conversation here https://phabricator.wikimedia.org/T393432

Adding a note that if Acoustic is the way to go, we need to review if annual_recurring_DATE is available or create the field. Linked to this https://phabricator.wikimedia.org/T393432

Adding @Cstone - please let's prioritise this investigation for active recurring.

Thanks @EMartin -- we all would agree that preferably we would start FY2526 with the migration completed. Open to what FR Tech reports on.
A pending question I have: I need to connect our team with FRU team. @AKanji-WMF who is managing this process? Let me know who and I will send an email to Michael in FRU.

@AKanji-WMF
There are a few requests and questions open around this (from Slack convo)

1. Review discrepancies identified by the audience team when applying the framework (e.g. New tag vs first gift)
2. Review additional discrepancies identified by Joseph upon pulling audience data
3. last source criteria in Acoustic status
4. Audience team will brief new criteria to add to Acoustic (for annual recurring, direct Mail, etc) in April (we are meeting next week to finalize a list to share with FR Tech for review)

Thanks

Thanks, makes sense. @NNgu-WMF do you mind adding this to our Agreements tab for targeting and as a learning/reminder at the top in the Upgrading Year 2 data brief? Thanks

Hi @Cstone and @jgleeson Circling back on this one - I wanted to make sure that nothing needs to be changed or added when we code emails for upgrading purposes.

That makes sense, although bear in mind that we are applying some of those reasons in the reactivation series.

@krobinson Let's discuss this - both it being editable and also the reasons that will be added. Thanks

@MRitch-WMF Tagging you here as we discussed yesterday. We should find the way to identify the White Mail coming from Online audiences. FYI @Eileenmcnaughton

Thanks @Cstone for looking into this.
Please let the Email team if this is a coding fix needed so we can record it for next upgrading activities.

@Ejegg Just flagging in case there's a bug, I get this error (and I'm an Adyen donor, with U.S. under address) cid=34846954

Hi @Damilare and @AKanji-WMF - may I ask if this is fixed now? Thanks

Hi @Ejegg The 'Close this page' can still go to the original cancel page and create the CiviCRM activity. Thanks for checking

Hi @Ejegg Sharing that we would need this landing page link updated to share with the email team by March 5 (next week). Please confirm once done so myself or @NNgu-WMF can QA and provide to the email team.
Thanks

Adding the TY pages here for reference and to be linked as needed: