Agent user management

Agents in Blackbaud Guided Fundraising are the people who will place calls for you as a part of your campaign. Agents log in to the Agent Portal and do not have access to any of the staff side platform setup or reporting. You can manage access for your agents in the "Agent Management" section of platform, where you can add, edit, and deactivate access.

To access Agent Management, navigate to Admin, User Management, Agents.

To add an agent, select Add Agent. Enter the first name, last name, and email address. Then, select the access and permissions for the agent.

The first and last names are used in emails that are sent automatically from the agent. The email address provided is the user name the agent will use for logging in. Blackbaud Guided Fundraising will not send emails to that email address. Instead, when you add new agents they receive a confirmation email with instructions on how to set up their Blackbaud ID account and accept the invitation to join Guided Fundraising.

Access and Permissions

The following access and permission settings can be modified for agent user account:

  • Campaigns: Choose the campaigns this agent should have access to for calling. You can also add agents to campaigns by going to the agents section within the campaign.

  • Enable Calling: Calling should be enabled for agents who will be placing phone calls for the campaigns they are assigned to. For agents who only respond to text messages, you can disable access to calling by clearing this permission.

    • Click to Call: With select to call, agents need to select call after the prospect loads to begin dialing. We recommend starting new agents with select to call while they are in training. After they are familiar with the workflow, you may choose to switch them to automatic dial by returning to the agent user management section and editing their account.

    • Automatic Dial: With automatic dialing, calls will be placed automatically after each new prospect is loaded.

  • Enable Texting: Texting should be enabled for agents who respond to text messages from prospects. For agents who only place phone calls, you can disable access to texting by clearing this permission. Note that if you clear the Enable Texting permission, agents may still have messages sent on their behalf, if text messages are a part of the campaign(s) they are calling on, but they won't be able to view or respond to replies that come back. You will need to ensure that other agents are monitoring for replies to their messages.

    • My Messages: With my messages, agents are only able to view and respond to their own messages. That is, messages from prospects that they were previously trying to call.

    • All Messages: With all messages, agents are able to view and respond to any agent's messages. You should have some agents with access to all messages so that they can help respond when other agents aren't available.

If you are a manager or a supervisor, you should also create an agent account for yourself with access to all messages so that you can review messages and respond to messages for other agents. You can also use your agent account for demos and for training.

To deactivate an agent, select Edit next to their agent name in the Agent Management section. Change their agent status to Inactive and select Save. Once an agent is deactivated, they are no longer be able to log in to the agent portal. You can reactivate the agent later by selecting the reactivate link next to their user record.