Default Acknowledgment Email always sending

Heather Fowler
Heather Fowler
Third Anniversary Name Dropper Facilitator 1
in Blackbaud Altru® General Discussions

Hello,

I have a bunch of Program Events and each one has its own custom acknowledgment email that has been enabled. However, the default acknowledgment email is still going out instead of the custom one. I can't understand what the problem is.

I read on another thread that if more than one item is purchased in the same transaction, then the default acknowledgment email will go instead of all of the individual ones. This makes no sense! Is this true?

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Comments

  • Ray Bergman
    Ray Bergman
    Sixth Anniversary Kudos 5 Name Dropper Participant

    @Heather Fowler - Was this topic meant to be posted in the “Group Sales” category? If not, I can move it for you to the General Discussion category.

    Also, it would sound like contacting Customer Support would be a solid course of action for you - Link to support is at the bottom of every page here in Community!

  • Tamara Christensen
    Tamara Christensen
    Ninth Anniversary Kudos 3 Name Dropper Participant

    @Heather Fowler

    Hi Heather,

    How do you know which acknowledgment is going out? Is that from feedback from the visitor? I have a hard time figuring out how to test these things, but I am curious now because we have added a make a donation to our program forms and we have quite a few people making donations now and I never thought about what acknowledgement they were receiving.

    Thanks,

    tamara

  • Heather Fowler
    Heather Fowler
    Third Anniversary Name Dropper Facilitator 1

    @Tamara Christensen Yes, for one of our program events, the Acknowledgment email has arrival instructions, parking info, etc. People kept calling for this information and eventually someone forwarded me what they received after registration, and it was NOT the acknowledgment email that had been created specifically for that event. It was the generic one for the overall program.

  • Heather Fowler
    Heather Fowler
    Third Anniversary Name Dropper Facilitator 1

    @Tamara Christensen FYI, someone told me that if they purchase more than one item in a transaction, then only the general acknowledgment will go. I see how it would be complicated to send multiple acknowledgement emails for each individual registration, but the generic one also doesn't do us any good.

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