How do I customise the text messages supporters receive?

Quick Answer

Log into your Donr Dashboard and head to the Text Giving section. Click the blue arrow button next to the keyword whose text message replies you’d like to edit, select ‘Customise’ and then select ‘Messaging & Add-ons’. Follow the on-screen instructions to complete your customisation.

Want to know a little more?

Donr offers its Charity Partners the chance to fully customise the text messages we send to supporters on their behalf. This is great, if you’re hoping to add a little more of your organisation’s brand tone to the message or you’d like to add in a Gift Aid ‘ask.’ Here’s a handy guide to help you do just that:

Getting Started

  • To begin, log into your Donr Dashboard and select the ‘Text Giving’ section from the main screen.
  • Here, you’ll see a list of your organisation’s Text Giving keywords.

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  • Click on the blue arrow icon next to any of your keywords and then select ‘Customise.’ Then, select the ‘Messaging & Add-ons’ tab, and read through the on-screen information.
  • On the right hand side of the screen, you’ll see a detailed step-by-step of the donor’s journey when making a text donation. When you’re ready to customise your text messages, click the blue ‘Edit’ button above the message you wish to change.

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Things to Keep in Mind

There are certain regulations around what supporters must be told when they donate via text. The pre-filled messages Donr provides as standard abide by these regulations but, if you still wish to customise your organisation’s text message replies, we remind you of these regulations on the ‘Edit’ screen.

If you’re editing the response message for a one-off donation, your new message must still include:

  • Your charity’s name;
  • The amount that has been donated;
  • The fact the donation has been made via Donr;
  • Donr’s helpline number.

If you’re editing the response message for a recurring donation, your new message must still include:

  • Your charity’s name;
  • The amount that has been donated and the fact this is a monthly donation;
  • The fact the donation has been made via Donr;
  • Instructions on how to STOP a recurring donation;
  • Donr’s helpline number.

Please also note that copying text across from word processing software can sometimes result in unsupported characters in the message which can cause donations to fail. We advise working out what you’d like to say in the response text message, then typing it directly into the text box on the ‘Edit’ screen to try and avoid this issue.

Finally, if your new text message response goes over 160 characters, you won’t be able to submit it for approval so please, try and keep it brief!

How Do I Add a Gift Aid ‘Ask?’

We have a separate Help Centre Article dedicated to helping you add a Gift Aid ‘ask’ into your Text Giving flow. Please see this article for further instruction.

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