Text message FAQ

1. To verify that they didn’t receive a text, go to their user account and check their Texting Logs.

2. Make sure the applicant meets all requirements for receiving a text message:

• Has not been marked Inactive

• Has an active, correct phone number

• Has opted into text messages

3. To check for errors in the text messaging process, run an SMS Delivery Report. For more details, see Monitor text messages.

Send a text message from any application grid (specific opportunity, General Application, etc.). Currently, you can only send texts to applicants.

You can see your remaining text messages several ways:

• Go to Site, Settings, Content

• Go to Site, Settings, Details

• Send a text message from any application grid (you’ll see the number in the pop-up window)

Note: To prevent unexpected charges, your system won’t let you exceed your message limit.

For your monthly message limit, your system counts any texts sent from an application grid.

None of the following messages count against your limit:

• Initial opt-in message

• Replies from applicants

• Opt-out confirmation messages

• Auto-replies if an applicant tries to respond

• Messages that don't send (texts to applicants who have opted-out, inactive, or don't have a phone number)

Work with Blackbaud Support to resend the opt-in text. Support can re-trigger consent messages within a specified date range, but not for a specific applicant. The re-trigger sends a new consent message to any active phone number that you have sent a message to in the past, but who have not opted in or opted out. Applicants can also opt in by finding the original text message and responding to it.

Only system admins can send text messages. System admins can only send text messages from application grids.

Currently, your system can only send out texts.

If an applicant responds:

1. They’ll receive the following message:

   This number is not monitored, contact [Organization_name_for_texting] directly. Reply HELP for help.

2. You won’t be able to see their response.

To opt in after previously opting out, an applicant would need to find a previous text messages and respond Start.

Tip: To help applicants find a previous text message, tell them to search for messages from your Outgoing Phone Number (found on Site, Settings, Content).

If you're using an import question, cycle management won’t affect applicant phone numbers. These numbers only change if you update your import or your phone number fields.

If you're asking applicants to provide their phone number on your General Application, these numbers may change based on applicant responses or if you have Clear Each Cycle selected.

Note: To text applicants from Opportunity, General Applications, Applications, you'll have to wait until applicants have started their applications.

Award Management sources SMS (Short Message Service) for texting with Twilio. Recently, Twilio has made changes to its toll-free messaging requirements. Effective January 31st, 2024, messages on pending or unverified numbers are blocked. To verify your toll-free number, please contact Blackbaud Support and provide:

• Account name

• Business name

• Corporate website

• Business address

• City

• State

• Zip

• Business contact first name

• Business contact last name

• Business contact email

• Business contact phone number

• Your toll-free phone number: Go to Site, Settings, Content to find the toll-free number

• A sample SMS message that would be sent through Blackbaud Award Management

• A screenshot of how the cellphone number is acquired from the applicant.

  The screenshot can be of the general application or the admission application. It must include the exact language used, state the number will be used for notification or promotional purposes, and must include your branding or logo.