Frequently asked questions

Objective

This guide demonstrates how to configure and deploy automated communication workflows in Recur. By setting up Messages and Sequences, associations can maintain consistent engagement with members through automated emails and SMS triggered by specific events, group changes, or member attributes.

Key Steps

Step 1: Create Your Automated Messages

Before building a sequence, you must design the individual messages that will be sent.

• Navigate: Go to Engage > Automated Messages and click the Messages tab.

• Initiate: Click + New Message in the upper right-hand corner.

• Configure Basics:

  • Message Name: Give the message a clear, internal name (e.g., "Training Email 1"). Use a numbering system if creating a multi-step series.

  • Type: Select either Email or SMS.

  • Sender Address: Determine the email address from which the message will be sent.

• Design Content: * Formatting: Use the standard editor or toggle Plain HTML if you want the email to look like a personal message rather than a stylized template.

  • Personalization Tags: Use the left-hand sidebar to insert dynamic tags. For example, adding Contact First Name will automatically pull the specific member's name (e.g., "Hello, [First Name]").

  • Contextual Tags: If the message is for an event, you can add tags for Event Date or Event Location.

• Save: Click the save button to store your message in the library.

Step 2: Set Up the Sequence

A sequence is the "brain" that determines when and to whom your messages are sent.

• Navigate: Go to Engage > Sequences and click the Plus (+) button on the right-hand side.

• Sequence Basics: Name your sequence (e.g., "Event Training Series") and select the communication type (Email or SMS).

• Important Activation Rule: Keep the Active toggle Off while you are building. Only turn it on once you are fully ready for the messages to start being sent to live contacts.

Step 3: Choose Your Trigger Type

Recur offers three primary ways to trigger an automated sequence:

• Trigger 1: Group Membership: Select a specific group (e.g., "Active Members"). The email will trigger when a contact is added to that group. You can choose to target both existing and new contacts.

• Trigger 2: Date Attributes: Trigger messages based on a specific date in a contact's profile.

  • Example: A "Birthday Message" sequence can be set to trigger when the Operation matches "Today."

• Trigger 3: Event-Based: Link the sequence to a specific event already in the Recur system.

  • Filters: Target users based on their response, such as "Accepted" or "Declined."

  • Timing: Set the message to deploy a specific number of days before the event starts (e.g., "45 days before").

Step 4: Layer Multiple Messages

You can create a "drip" campaign by adding multiple steps to a single sequence:

• Click Add Additional Sequence within the same builder.

• Select a different message (e.g., "Training Email 2") and set a different timing interval (e.g., "30 days before" or "1 week out").

• This allows you to nudge different segments (like "Declined" invitees) with tailored messaging over time.

Step 5: Save and Activate

• Review all your steps and timing intervals.

• Toggle the Active switch to On.

• Click Save in the upper right-hand corner to deploy the automation.

Cautionary Notes

• Activation Safety: If you set a sequence to "Active" while it is still under construction, you risk sending incomplete or incorrect messages to your members immediately.

• Data Accuracy: For "Date Attribute" triggers (like birthdays), the automation will fail to send if the specific date information is missing from the member's contact profile.

• Event Dependency: You must create the event in Recur before you can select it as a trigger for an automated sequence.

Tips for Efficiency

• Strategic Naming: Always name your messages based on their place in the sequence (e.g., "Welcome Part 1," "Welcome Part 2") so they are easy to select from the dropdown menu in Step 2.

• Personalized Outreach: Use the "Declined" trigger for events to send a "We'll miss you" message or a final nudge to reconsider, increasing your potential event attendance.

• The "Plain HTML" Look: Use the Plain HTML toggle for important administrative updates or personal nudges to make the communication feel less like a mass marketing email and more like a 1-on-1 message.

Link to Video

https://loom.com/share/8c5558fa97c84a0497c2d9fd32215b8e

Objective

This guide explains how to add links to an email template or email campaign in Recur using either highlighted text or a standalone link element.

Key Steps

Step 1: Locate the Text You Want to Link

• Open the email template editor.

• Find the text you want to turn into a link.

• Highlight the selected text.

Step 2: Convert Highlighted Text into a Link

• After highlighting the text, look for the black formatting toolbar that appears above or below it.

• Click the Link icon (an oval shape with a line connecting it).

• The text will now be treated as a link.

Step 3: Configure Link Settings

• Click on the newly created link.

• In the top right corner, click the Settings icon.

• Enter the following:

  • Title for the link

  • URL the link should direct to

  • Target behavior (same window or new window)

• Select New Window if you want the link to open in a separate tab.

Step 4: Add a Standalone Link Element

• Click the Add (+) button in the top right corner.

• Select Link from the available elements.

• Drag and drop the link element to the desired location in the email.

Step 5: Edit the Standalone Link

• Click on the link element.

• Open the Settings icon in the top right corner.

• Enter the link title, URL, and target behavior.

• Move the link as needed within the email layout.

Cautionary Notes

• Always double-check URLs to ensure links direct to the correct destination.

• Make sure links open in the intended window to avoid disrupting the reader’s experience.

Tips for Efficiency

• Use linked text for a cleaner, more seamless email design.

• Use standalone links for clear calls to action at the top or bottom of an email.

Link to Video

https://loom.com/share/ecea1298533e4f54987c7c9206327f1f

Objective

This guide explains what to do when emails sent from Recur are not being received because they are marked as spam or junk.

Key Steps

Step 1: Identify the Issue

• If emails sent from Recur are not appearing in an inbox, they may have been marked as spam.

• This can affect emails sent to yourself or to members of your association.

Step 2: Check Spam or Junk Folder

• Open the email account that is not receiving the message.

• Navigate to the Spam or Junk folder.

• Search for an email from Recur.

Step 3: Mark the Email as Not Spam

• Open the email from Recur.

• Select Not Spam or Not Junk, depending on the email provider.

Step 4: Confirm Future Email Delivery

• After marking the email as not spam, future emails from Recur should be delivered to the primary inbox.

Cautionary Notes

• This action must be completed by each individual user who is not receiving emails.

• Marking one email as not spam does not apply to other email addresses.

Tips for Efficiency

• Add the Recur sending address to the email contact list to help prevent future issues.

• If emails are still not received, check additional filtering or inbox rules.

Objective

This guide explains how to create and send an email campaign in Recur, including selecting recipients, customizing the email content, previewing the message, and scheduling delivery.

Key Steps

Step 1: Navigate to Email Campaigns

• Start from the home screen.

• Go to Engage.

• Click Emails.

• Select Email Campaigns.

Step 2: Create a New Campaign

• Click + New Campaign in the top right corner.

• Enter a name for the campaign.

• Select the sender name that recipients will see.

• Choose the email template you want to use, either:

  • A system template, or

  • A custom template you previously created.

• Click Next to continue.

Step 3: Select Recipients

• Add recipients by selecting users individually and clicking the arrow to move them to the recipient list.

• You can also send emails to groups of contacts, such as all active users.

• Use the dynamic option to send emails based on specific actions, such as event participation.

• Select the appropriate event or criteria if using dynamic recipients.

• Click Next once recipients are selected.

Step 4: Add the Email Subject

• Enter the subject line for the email.

• Confirm the sender information displayed to recipients.

• Click Next to move to the email editor.

Step 5: Customize the Email Content

• Edit the body of the email using the content editor.

• Add content blocks such as:

  • Text

  • Images

  • Links

  • Events

  • Blog posts

  • Surveys

• Drag and drop content blocks to build your email layout.

Step 6: Preview the Email

• Review the preview screen to see how the email will appear to recipients.

• Verify that:

  • Formatting looks correct

  • Links and event details are accurate

  • The subject and sender information are correct

Step 7: Send or Schedule the Email

• Choose Send Now to immediately send the email campaign.

• Or select Send Later to schedule the email for a specific time.

• Choose the delivery option that best fits your timing and audience size.

Cautionary Notes

• Dynamic email campaigns require events or criteria to already exist in the system.

• Always double-check recipient lists to ensure emails are sent to the correct audience.

Tips for Efficiency

• Use email templates to quickly build consistent campaigns.

• Add events, blogs, or surveys directly from Recur to streamline communication.

• Preview your campaign before sending to catch formatting or content issues.

Link to Video

https://loom.com/share/6b4f1ae7da5b4532b3ca5d1e62dfeab7

Objective

This guide explains how to invite members to access the Recur membership portal so they can view and manage their membership information.

Key Steps

Step 1: Navigate to Contacts

• From the Recur home screen, go to Contacts > People.

• Locate the member you want to invite by searching for their name.

• Click on their name to open their Information section.

Step 2: Ensure Email is Opted In

• Check the top right area next to their email to see if it is opted in.

• If not, click the blue opt-in box with the white arrow next to the email.

• Choose one of the following:

  • Text – for members who already have an established relationship.

  • Email – for leads or new contacts.

• This allows Recur to send them the portal invitation.

Step 3: Invite to the Membership Portal

• Once the member is opted in, locate the Membership section on the right-hand side of their profile.

• Click the navy “Invite” button (icon of a person with a plus sign).

• Confirm the prompt: “Are you sure you want to invite this contact to access the member portal?” → Click Yes.

Step 4: Member Receives Portal Invitation

• Recur will automatically send an email invitation to the member.

• The email includes:

  • Member’s name

  • Association information

  • A “Set Password” button linking directly to the member portal

Cautionary Notes

• Only send portal invitations to members whose email is opted in.

• For existing members, manual opt-in is recommended to avoid double opt-ins.

• Verify the email address is correct before sending the invitation.

Tips for Efficiency

• For bulk invites, ensure all members are opted in before sending multiple invitations.

• Keep a note of members who haven’t set up their password to follow up later.

Link to Video

https://loom.com/share/7ecae2fd05384a9194925b9b2158e5ec

Objective

This guide explains how to add additional administrators to your Recur system so multiple team members can access and manage the platform.

Key Steps

Step 1: Navigate to Settings

• Click the Settings (gear icon) in the upper right-hand corner of the screen.

• Scroll down and select Users.

Step 2: Add a New Admin

• In the upper right-hand corner, click + Admin.

Step 3: Enter Admin Information

• Fill in the required information for the new administrator:

  • First Name

  • Last Name

  • Email Address

  • Phone Number

Step 4: Select a Role

• Choose a role for the admin user.

• Currently, the available roles have very similar permissions within the system.

Step 5: Save the Admin

• After entering all the required information and selecting a role, save the new admin user to grant them access to the system.

Cautionary Notes

• Admin users will have access to important system features, so only grant admin access to trusted team members.

Tips for Efficiency

• Use clear role assignments to help track which team members manage different parts of the system.

• In the future, Recur plans to expand role permissions with more differentiated access levels.

Link to Video

https://loom.com/share/a5c2f61d94794376b8ace3cac20181d9

Objective

This guide outlines the process for adding new products to the Recur system. Setting up products is the foundational step required before you can sell memberships, event tickets, or other items through your website and member portal.

Key Steps

Step 1: Pre-Configuration Requirement

• Stripe Setup: Before adding products, ensure your Stripe account is fully set up and connected to Recur. This is mandatory for processing payments for the products you create.

Step 2: Navigate to the Products Menu

• From the Recur home page, locate and click the Revenue tab in the main navigation.

• Select Products from the dropdown menu.

Step 3: Initiate Product Creation

• On the right-hand side of the Products page, click the Add Product button.

• Follow the on-screen prompts to fill out the product details.

• Guidance: If you are unsure about a specific setting, refer to the Information Bubbles (small icons) next to each field; these provide specific tooltips explaining what each toggle or field does.

Step 4: Add Media and Descriptions

• Images: You can include an image for each product to make it more visually appealing on your website.

• Descriptions: Provide a brief description for quick views and a longer description if you need to provide detailed specifications or terms for the product.

Step 5: Configure Discount Codes (Optional)

If you want to offer promotional pricing for the product:

• Click the Plus (+) button next to Discount Code.

• Create the Code: Enter the specific code members will type in (e.g., "SAVE10").

• Set the Value: Choose whether the discount is a flat Dollar Value or a Percentage.

• Set Usage Limits: Define the "Redemption Limit" by entering how many total people have the ability to redeem that specific code.

Step 6: Save the Product

• Once all information is entered, you must click the Save button in the upper right-hand corner.

• Warning: Navigating away from the page without clicking Save will result in the loss of all entered data.

Cautionary Notes

• Stripe Dependency: You cannot successfully activate products for sale if the Stripe integration is incomplete, as the system will have no way to process the transactions.

• Save Location: Be careful not to miss the Save button; unlike some other areas of the platform that use autosave, the product creation screen requires a manual save to commit the new item to the database.

Tips for Efficiency

• Informational Tooltips: Always hover over the information bubbles if you are creating a complex product type (like a recurring membership) to ensure you are toggling the correct settings for renewals.

• Marketing with Codes: Use the "Percentage" discount option for broad seasonal sales and the "Dollar Value" option for specific credit-based promotions.

• Visual Appeal: Products with images generally see higher conversion rates in the member portal than those with text only.

Link to Video

https://www.loom.com/share/da3d439120fd465589f6446ed0afc8f4

Objective

Creating and managing events is a core feature of Recur. To make this process seamless, Recur utilizes Event Templates so you can easily replicate recurring events (such as monthly luncheons or annual conferences) without building them from scratch. This guide takes you through the step-by-step process of launching a live event.

Step 1: Create an Event Template (Optional)

If you do not have an existing template, you will want to build one first:

• Go to Settings > Events.

• Scroll to Event Templates and select New Template.

• Note: You can customize the template structure here to fit your repeating event formats.

Step 2: Add Your Event Details

Once your templates are ready, navigate to the main events home screen to launch a specific event:

• Navigate: Go to Engage > Events. This dashboard display serves as your events home screen, showing names, event types, accumulated revenue, dates, status, and options to manage guests, track attendance, preview, copy, or delete listings.

• Initiate: Click Add Event in the top-right corner.

• Select Template: Choose from your pre-existing templates (e.g., "Annual Conference").

• Set Core Information:

  • Enter your Event Name.

  • Select the Start and End Dates/Times and designate the Time Zone.

  • Input the Location (e.g., "Marriott Hotel") and write a clear Description for prospective registrants.

  • Click Next.

Step 3: Design the Public Page

• Add detailed event copy including welcome remarks, keynotes, or schedules.

• Upload Image: Select a promotional photo (such as a graphic reading "Annual Conference") to display on the public listing.

• Preview: Use the built-in preview tool to check the layout and formatting before proceeding.

Step 4: Configure Registration, RSVPs, & CE Credits

• Availability: Set the event accessibility to Private, Open Enrollment, or Invitation Only.

• Check-In Mode: Choose your onsite check-in method: No Check-In, QR Codes, or Tickets.

• RSVP Options & Deadlines: For invitation-only structures, configure standard RSVP options (Yes, No, Maybe) and establish a Registration Deadline (e.g., 6 days, hours, or weeks before the start date).

• Capacities & Waitlist: Set an attendee limit (e.g., 300 people) and toggle the Waitlist option to hold overflow signups for administrative approval. You can choose whether to display the total capacity and live attendee counts on the public page.

• Custom Forms: Attach specific custom data collection forms, guest data forms, or sponsor forms to capture registrant details during checkout.

• Continuing Education (CE) Credits: Toggle on and assign designated CE Credits. Once the event concludes, these credits are automatically applied directly to the members' accounts, which they can access in their portal.

Step 5: Configure Payments, Discounts, and Invoices

• Fee Structure: Define the event registration fee, set an additional guest limit, and configure a custom guest fee.

• Processing & Tax: Add a customized flat or percentage-based processing fee, or enable general services sales tax matching your local event venue.

• Member Pricing: Enable member discounts to incentivize non-members to purchase a membership during checkout.

• Special Discounts: Toggle on Early Bird Discounts or Late Fees based on your timeline.

• Promo Codes: Turn on discount code creation to add specific promotional codes, specify their values, set redemption limits, and define who can use them.

• Pay-by-Invoice Settings: Configure if attendees can register or waitlist via direct invoicing. Set the invoice due date and customize payment notes.

Step 6: Set Up Message Sequences & Tasks

• Automated Reminders: Create a communication sequence to send reminder emails or SMS text alerts automatically up to 45 days before the event depending on registration status (e.g., Accepted or Tentative).

• Task Management: Assign internal to-do tasks and write administrative notes for board members or planners to stay organized.

• Session Selection: If your conference features breakout workshops, toggle on sessions. Make sure your session time ranges fall within the primary event timeline.

Step 7: Preview and Publish

• Scroll through the complete configuration summary on the Preview page to double-check your event details.

• Launch: Select Publish to make the page live immediately, or click Save as Draft to lock in your work and make final edits later.

Cautionary Notes

• Registration Deadlines: If you set a registration deadline (e.g., 6 days before the start), the system strictly blocks any signups after that time. Make sure this is communicated clearly to your audience.

• Invoice Deadlines: Ensure your invoice due dates occur before the event so you are not chasing outstanding payments on the day of the conference.

Tips for Efficiency

• Copy Existing Events: If you have an event that is similar to a past one but does not have a formal template, use the Copy button on the main dashboard to clone all settings and simply update the dates.

• Pre-Draft Reminders: Create your automated reminder templates in Engage > Automated Messages > Messages before building your event, so they are ready to select when you reach the message sequence step.

Link to Video