Keywords: Volunteer Communication; Send an Email; Signature; SMS; Text Message; Personal Message; News; Notes
📌 Tip for administrators: Use the Table of Contents on the right to quickly jump to the section you need.
Overview
Effective communication is essential for managing volunteers, members, donors, and clients within Better Impact. This guide provides a comprehensive look at the tools available for administrators to share information, send messages, and track communications within the system.
The communication features can be divided into active tools - where administrators initiate contact such as emails, SMS, or personal messages - and passive tools, which display information to users without requiring immediate action, such as News posts or automated birthday and anniversary messages.
In this article, you will learn how to:
Send emails and SMS/text messages to individuals or groups
Use News and Personal Messages to inform or engage users
Configure automated messages for birthdays and volunteer anniversaries
Add and manage Notes on volunteer profiles for internal communication and record-keeping
By the end of this guide, administrators will have a clear understanding of how to leverage Better Impact’s communication tools to engage users efficiently and professionally.
Let’s begin by diving into Better Impact’s communication tools. We’ll start with the essentials and gradually move to more advanced features, with tips along the way for making the most of each option.
Email is one of the core communication tools in Better Impact. You can send emails to individual users or groups, use templates to save time, organize templates in folders, restore a lost draft, send schedules, and review sent messages in the Email History.
All emails sent through Better Impact behave the same way:
Recipients are automatically BCC’d on group emails
CC is not possible
Replies go only to the admin sender who sent the original email
Email forwarding or resending is not available
Use BCC to Contacts to add an external email address
Sending Emails
Important
There are no automated emails or messages in Better Impact other than the Welcome Message for new applicants and the Schedule Reminders, for which volunteers can opt in;
It's not possible to forward or resend previously sent emails;
Emails are sent to both the primary and secondary emails present on the user's profile, when sent from Better Impact;
To get a list of volunteers and their emails, you can run a Personal Profile Raw Data report and include the Email address as a field under Basic Columns.
When a user replies to an email sent through the system, the reply will be only sent to the primary e-mail address listed in the admin's profile - replies are not recorded on Better Impact, but are sent to the admin's email provider's inbox.
If you started as a trial account, Sending Emails may be disabled in the account. Please contact Support to have it enabled.
Send an Email to One User
Send an Email to One User
Open the user's profile
Click on the “Communications” tab
Click “Send Email” tab
Optional: On BCC to Contacts, click "Contact List" if you wish to include someone who does not have a profile in Better Impact as a recipient. The contact will be added to the list for future use.
Optional: Select an Email Template to use, if you have created one
Tip: You can type to search through your list of email templates
Enter the email Subject (maximum 200 characters)
Tip: Click [+FN] or [+LN] to automatically include the first or last name of the recipient in the subject line.
Enter the Body of the message (text only, although you can use a variety of formatting options, including tables and use the File Manager to insert images or links to files)
Tip: If you want to include the first or last name of your recipient in the body of your email, go to “Insert” and select either “First name place holder” or “Last name place holder”. Alternatively, you can type in %%1 (first name) or %%2 (last name).
Optional: Add Attachments from your computer or from the Document Library, click the applicable [Browse] button
Individual email attachments can be up to 10 megabytes, provided that the total size of all attachments does not exceed 10 megabytes for emails (and email templates).
Optional: Select the “Priority” and/or “Read Receipt”
Optional: Check “Send me a copy of this message” to have a copy of the email sent to the address associated with your profile. You’ll then be presented with an option to “Include recipient list in my copy”. If you select this, a list of the recipients will appear at the bottom of that message you are copied on. The selection you make will be remembered the next time you return to send an email.
Select the desired Module(s) associated with this message. Only administrators of the selected modules will be able to see this email in the history.
Click the [Send Email] button
Important Notes
If the attachment you want to use has not yet been added to the Document Library, you can add it from here by clicking the [+ Create New Document] button below the list of existing files.
These features may not be available on all email providers used by your users, so your recipients may not see a “priority” or a “read receipt”.
It is only possible to add a First or Last Name placeholder. Other information, such as shift times, activities, or other profile information.
It is not possible to automatically insert shift-specific information unless it is manually typed into the email by an administrator.
Send an Email to Multiple Users
Send an Email to Multiple Users
Important
Recipients will only see their email address, not the names/email addresses of other users who are included on the email list.
Better Impact treats all mass emails as blind-carbon-copied (BCC), ensuring that replies will only go to the original sender and not to other recipients on the list.
Go to Communicate, then click on “Send Email” found in the sidebar under Email
Search for the desired profiles:
You can enter up to 10 search criteria. Remember to set the Match Type to either “Include people who match ALL of the above” criteria or “Include people who match ANY of the above” criteria before running your search.
Compose the message (following the same steps as listed above)
Click the [Send Email] button
If the email is going to more than one person, a confirmation dialog will appear asking you to acknowledge that you are sure you want to send the email.
Adding External Contacts (BCC to Contacts)
Adding External Contacts (BCC to Contacts)
If you need to include someone in an email who does not have a Better Impact profile, you can add them as an external contact. These contacts will always be added as BCC - Better Impact does not support CC’ing.
When sending an email:
Click BCC to Contacts.
Select an existing contact, or click + New Email Contact to add a new one.
The selected contacts will be added as BCC recipients for this email only (though they remain saved for future use).
Important
BCC’d contacts never appear to other recipients, and replies will be sent only to the admin who sent the email.
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Managing Your Email Contacts
To view, edit, or delete external contacts:
Click the Contact List button from the Send Email page.
Click the grey options button next to a contact.
Choose View, Edit, or Delete.
Save your changes.
This helps you keep your external contact list up to date, especially when emailing partners, staff members, or stakeholders who do not need Better Impact profiles.
How Emails are Sent to Recipients
How Emails are Sent to Recipients
Better Impact handles email delivery in specific ways to protect user privacy and ensure consistency. Understanding how recipients see your messages can help you anticipate questions and avoid confusion.
Single-Recipient Emails
When an email is sent to one volunteer, both the sender’s and the recipient’s email addresses are visible to each other - just like sending a regular email from your inbox.
Multiple-Recipient Emails
When sending to more than one person:
All recipient addresses are automatically BCC’d
Volunteers will only see the sender’s email address
They will not see any other recipients
This protects volunteer privacy and prevents accidental “reply-all” responses.
Note: Better Impact does not support CC’ing contacts - only BCC is available.
External Contacts (BCC to Contacts)
Administrators may add people who do not have a Better Impact profile by using BCC to Contacts.
These external contacts are always added as BCC recipients.
Volunteers with Multiple Email Addresses
If a volunteer has both a primary and secondary email listed in their profile, the email will be sent to both addresses automatically.
It's not possible to only send the email to one of those addresses unless you remove one of them.
Personalizing Emails
You can add placeholders to make your emails feel more personal:
%%1 → First Name
%%2 → Last Name
Or use the buttons: [+FN] and [+LN]
These work in both the subject line and the email body, including within Email Templates.
Email Signature
Email Signature
Once added, the email signature that will appear at the bottom of all emails the administrator sends out through Better Impact.
Add an e-mail signature:
Go to the My Profile Menu (the blue profile icon, or your profile picture, at the top right), then click “Edit My Profile”.
In the “Main” tab, click on the “Miscellaneous” section and select “Administrator”
Scroll down and enter text in the “Email Signature” text editor box. You can also click the [Insert] button in the editor to add images or links to files within your signature.
Click the [Save] button
Edit an e-mail signature:
Go to the My Profile Menu (the blue profile icon, or your profile picture, at the top right), then click “Edit My Profile”.
In the “Main” tab, click on the “Miscellaneous” section and select “Administrator”
Scroll down and edit the text in the “Email Signature” text editor box. You can also click the [Insert] button in the editor to add images or links to files within your signature.
Click the [Save] button
Note
To delete the e-mail signature, remove all data from the "Email Signature" text editor box and save.
Restore Draft Email
Restore Draft Email
While composing an email, a draft of the body of the email will be saved locally so you can recall the draft if you get logged out or something else unexpected happens.
Note
A draft is saved automatically and locally in your browser while you are typing.
Only the body of the email is saved—not the subject line, attachments, module selection, or recipients.
Drafts are stored per admin, per email editor.
Only one draft is stored at a time. Saving a new draft replaces the old one.
Go back to the Text Box where you composed the body of your email
In the “body” section of the email, select File >> Restore Last Draft
Tips
If the “Restore Last Draft” option is greyed out, it means there is no draft stored for this editor.
If composing a long or detailed email, consider using an Email Template or drafting in an external editor first (e.g., Word, Google Docs) to avoid losing work.
Avoid composing emails in private/incognito mode, as the browser will not save drafts.
If you frequently lose drafts, check your browser’s privacy settings, which may be blocking local data storage.
When sending large or complicated emails, save your template first using File → Save as Template. Even if your browser crashes, the template will be stored safely in Better Impact.
View Email History
View Email History
Better Impact keeps a record of emails sent through the system so administrators can review the content, verify delivery details, and confirm who received a message. Email History can be viewed per user or across the entire organization.
Important
Email History is view-only — once an email is sent, it cannot be deleted, edited, resent, or forwarded.
Volunteers cannot view their own email history.
Attachments can be seen (file name and size), but cannot be opened from Email History.
View a Single Profile's Email History
Open the user's profile
Click on the “Communications” tab
Click on the “Email History” sub-tab
Mouse over the Options icon to the left of the email
Click “View” to see the content details of an email, including attachments
Note
Welcome Emails that are sent to an applicant upon the completion of the application form (if enabled), can be viewed in the individual’s email history.
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View All Emails
Go to Communicate, then click on “Email History” found in the sidebar under Email
If desired, select/enter filters and click the green [Filter] button
Mouse over the Options icon to the left of the date the email
Click “View” to see the contents of the email and attachments
Note
It's not possible to open attachments on the email history or once the email is sent.
View Enterprise Email History
View Enterprise Email History
If your organization is part of an Enterprise, the email history you can see depends on how your Enterprise settings were configured by Better Impact Support:
Enterprise Email Visibility Settings
Two optional settings determine what email records are visible across accounts:
Enterprise can view Account email message records
Enterprise-level administrators can see emails sent from all sub-accounts.Accounts can view Enterprise email message records
Organization-level administrators can see emails sent from the Enterprise level.
These settings can be enabled independently or together.
Note
Security Group administrators may or may not be able to see the emails sent by other Security Groups. You can also prevent a Limited Administrator from viewing the email history.
Viewing Email History for a Single Profile (Enterprise)
Open the user's profile.
Go to the Communications tab.
Click Email History.
Hover over the Options icon next to an email.
Click View to open the full details.
Notes
Welcome Emails (if enabled during application submission) also appear in this history.
Email History shows attachments by name and size, but attachments cannot be opened from this page.
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Viewing All Emails Across the Enterprise
Enterprise admins can view email activity across all organizations (subject to Enterprise configuration).
To view all emails:
Go to Communicate > Email History.
Apply filters such as date, module, sender, or organization, if desired.
Click Filter.
Hover over the Options icon for a specific email and click View.
This allows Enterprise administrators to:
Audit communication across multiple organizations
Track system-wide messaging
Confirm whether important announcements were sent
Email Templates and Template Folders
Email Templates and Template Folders
Email Templates allow administrators to save frequently used messages so they can be reused quickly and consistently. Templates can include subject lines, message content, placeholders, and attachments from the Document Library.
Combine with saved searches to streamline your workflow and ensure fast, proactive communication with your users.
Templates can be created at both the Organization level and the Enterprise level.
Creating an Email Template
Creating an Email Template
Navigate to Communicate > Email Templates.
Click '+ New Email Template' in the Template header or at the bottom.
Enter a Template Name (admin-visible only; max 200 characters).
(Optional) Select a Folder to organize your template.
Use the blue + icon to create a new folder without losing your progress.
(Optional) Add a Description (admin-visible only).
Choose the Module(s) that will be able to access this template.
Enter the Subject (max 200 characters).
Use [+FN] or [+LN] to insert the recipient’s first or last name.
Enter the Body of the message (text only; fully editable when sending).
(Optional) Add Attachments from the Document Library.
Total email size (message + attachments) must not exceed 10 MB.
Only documents associated with the selected module(s) will appear.
If the file you want is not yet in the Document Library, you can upload it directly using + Create New Document. It will automatically inherit the module selection from your template.
Click Save.
Shortcut: You can also create templates from the email editor using
File → Save as Template.
Enterprise Email Templates
Enterprise Email Templates
Enterprise Administrators can create templates that are automatically available to all organizations within the Enterprise.
Created using the same steps as organizational templates
Automatically visible to every sub-account.
Visibility cannot be restricted - all organizations will see Enterprise templates.
When sending an email, Enterprise Templates appear at the top of the “Select a Template” dropdown list, above organization-level templates.
This ensures consistent messaging across the entire Enterprise.
Editing an Email Template
Editing an Email Template
Go to Communicate > Email Templates.
Hover over the Options icon next to the template.
Select Edit.
Make changes → Save.
Module change warning
To change the Module associated with an Email Template, select the Module you would like from the dropdown list.
A confirmation will display if you have any attachments included with the template. Confirming the change will clear any associated Stored Documents from the list.
View, Copy, and Delete Email Templates
View, Copy, and Delete Email Templates
All management actions for templates - viewing, copying, and deleting - are accessed from the same place.
Go to Communicate > Email Templates.
Hover over the Options icon next to the template you want to manage.
Choose one of the following actions:
View
Opens the template in read-only mode so you can review its content without making changes.
Copy
Creates a duplicate of the template.
Enter a new template name when prompted.
Click Copy to save it.
Useful for creating variations without starting from scratch.
Delete
Permanently removes the template.
Click Delete, then confirm.
Deleting a template does not affect emails that have already been sent using it.
Email Template Folders
Email Template Folders
Email Template Folders help administrators organize templates, making it easier to manage large collections of saved messages. Folders can be created, edited, deleted, and used to group templates individually or in bulk.
Creating a New Folder
Creating a New Folder
Go to Communicate > Email Templates.
Click Add New Folder.
Enter a folder name.
Click Save.
Editing or Deleting a Folder
Editing or Deleting a Folder
Go to Communicate > Email Templates.
Hover over the Options icon next to the folder.
Choose Edit to rename it, or Delete to remove it.
When deleting a folder, any templates inside it will be moved to “Not in a folder” and are not deleted.
Adding a Template to a Folder
Adding a Template to a Folder
Go to Communicate > Email Templates.
Hover over the Options icon next to the template.
Select Edit.
Choose the folder you want to place it in.
Click Save.
Viewing Templates in a Folder
Viewing Templates in a Folder
Go to Communications > Email Templates
Use the ‘+’ icon next to the folder name to expand the folder and view the templates
OR use the Options icon next to the folder name to select [View].
Bulk Folder Management
Bulk Folder Management
To move or remove multiple templates at once:
Go to Communications > Email Templates
Select the templates you want to modify.
At the bottom, open the Change Selected dropdown.
Choose Move to Folder or Remove from Folder.
Confirm your selection.
Email Volunteers Their Schedules
Email Volunteers Their Schedules
Administrators can email a volunteer their schedule directly from their profile. Schedules can only be emailed one volunteer at a time, and only monthly schedules can be sent in a calendar format.
Monthly Schedules
Open the volunteer's profile
Click on the “Schedule” tab
Scroll down to the “Single Month Calendar Schedule Report” section
Select the desired Export File Format
Select the desired Paper Size if PDF was selected
Select the Start Date (i.e. the month for which you wish to generate the schedule)
Click the [Email to Volunteer] button
The calendar is attached, and a default subject has been entered for you. Compose your message for the body of the email
Click the [Email to Volunteer] button to send your message
Optional: Click the [View Report] button to see the schedule on screen or the [Export Report] button to save the schedule as a file
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Weekly Schedules
There is no option to send the Weekly Schedule in calendar format to your volunteers.
However, volunteers have the option to receive weekly schedule reminders. Volunteers are in control of this option, and they can update their preferences by following these steps:
Log on to MyVolunteerPage.com
Click on the MY PROFILE tab
Select “Contact Information”
Below “EMAIL”, click the [Subscribe to Weekly Schedule Reminders] button in the “Subscription” section.
This will allow volunteers to add their schedule for assigned and confirmed shifts to their Google Calendar or Outlook, for example.
Best Practices for Effective Emailing
Best Practices for Effective Emailing
Use Saved Searches + Templates to send consistent messages quickly.
Personalize bulk emails with first/last name placeholders (%%1, %%2, [+FN], [+LN]).
Keep attachments small — total size must stay under 10 MB.
Include your Email Signature to help volunteers recognize your messages.
Use “Send me a copy” when you want a personal record of the message and recipient list.
Preview long emails to ensure formatting appears as intended.
Have Users Unsubscribe from E-mails
Have Users Unsubscribe from E-mails
There are two ways to have volunteers opt in or out of emails.
Opt In or Out of Weekly Schedule Reminders
Opt In or Out of Weekly Schedule Reminders
Volunteers can choose whether they want to receive automated weekly schedule reminders.
This feature is already built into your account - no admin setup required.
How volunteers update this preference (web):
Log in to MyVolunteerPage.com (https://app.betterimpact.com/Login/Volunteer)
Go to My Profile.
Select Contact Information.
In the Email section, click Subscribe to Weekly Schedule Reminders or Unsubscribe, depending on their current status.
From the MyImpact app:
My Profile > Subscriptions
These reminders are the only automated schedule-related emails volunteers can opt into.
Opt In or Out of Emails Sent by Administrators
Opt In or Out of Emails Sent by Administrators
If you want volunteers to choose whether they receive manually sent admin emails (e.g., newsletters, announcements, updates), you can create Custom Fields to provide opt-in/opt-out options.
How this works
Create one or more Custom Fields with checkboxes, dropdowns, or radio button choices.
Volunteers update their preferences in their profile.
Administrators then use these fields as search criteria when sending future emails.
Examples of useful opt-in custom fields
“I would like to receive organizational updates by email.”
“I want to receive emails about upcoming opportunities.”
“I agree to receive general communication from this program.”
Important notes
Admins should not change a volunteer’s email opt-in selection - only volunteers should edit their Custom Field choices.
Custom Field opt-ins apply only to emails manually sent by administrators.
Automated system emails (like password resets) cannot be opted out of.
Troubleshooting Common Email Issues
Troubleshooting Common Email Issues
Volunteers not receiving emails
A volunteer may not receive an email for several different reasons. Before assuming there is an issue with the system, here are the steps you can take to diagnose and resolve the problem.
🔍 Quick Troubleshooting Checklist
Before diving into detailed steps, start with these quick checks:
Is the volunteer listed as a recipient in Email History?
Is their email address correct (including primary/secondary)?
Did you receive a bounce-back notification?
Has it been less than 30 minutes since sending? Emails may still be processing.
Has the volunteer checked their spam/junk folder and marked the message as safe?
Has their email provider filtered or blocked the message silently?
Could the volunteer be on the Better Impact deny list?
If so, they must email [email protected] with the subject: Remove from Email Deny List.
More information about these below:
Confirm the Email Was Sent
Check Email History (either on the volunteer’s profile or in your organization’s Email History).
Ensure the volunteer appears on the recipient list and that their email address is correct
If the volunteer has multiple email addresses, remember that the message will be sent to each address.
Look for Bounce Notification
Check your own inbox for bounce-back emails, which usually indicate:
Invalid email addresses
Full mailboxes
Temporary server issue
Allow Time for Deliver
Depending on system load:
Emails may take a few minutes to leave Better Impact’s queue
The volunteer’s mail server may also take time to process the
If it has been less than 30 minutes, delivery may still be in progress.
Check Junk/Spam and Filters
Ask the volunteer to:
Check their junk/spam folder
Mark your messages as Not Spam
Ensure their email rules or filters didn’t move the message to another folder
This helps train their mailbox to accept future messages.
Check for Silent Filtering
Some email providers block or filter messages without notifying the user
The volunteer may need to ask their:
Email provider
IT department (if using a work or school address
…to unblock or whitelist messages from @betterimpact.com.
Volunteer May Be on the Email Deny List
If the volunteer still isn’t receiving emails after all the checks above, they may have been added to Better Impact’s email deny list
This typically happens when:
The volunteer marks a Better Impact email as spam, or
Their email provider automatically flags the message as spam
How to Remove Themselves from the Deny Lis
The volunteer must:
Email [email protected] from the affected email address.
Use the subject line: “Remove from Email Deny List”
Once removed, they will begin receiving emails again
Note: Occasionally, there may be other causes. If issues continue after the volunteer completes these steps, please contact Better Impact Support so we can investigate their email status.
SMS / Text Messaging
Text messaging (SMS) provides a fast and direct way to communicate important updates to your volunteers.
Messages can be sent to one person or to groups of volunteers who have chosen to receive texts, making it a useful tool for timely reminders, last-minute changes, and urgent notifications.
Only users who have explicitly opted in to receive text messages will be able to get them, and all messages are one-way - volunteers cannot reply.
Administrators can track message history, control which modules have access to texting, and monitor usage to stay within their included or prepaid text limits.
Terms of Usage
Volunteers must opt in to receive text messages. They can do so in the application and their profile. They can also opt out at any time.
An administrator cannot change this setting in a volunteer profile.
You will be provided with your first 5,000 texts per year (10,000 texts if you are an Enterprise) at no charge. Should you require more, you can prepay for them - please contact support to know more.
This is one-way texting only. Volunteers cannot text you back. In the cases where they try, the system must send them a message stating the text cannot go through, and this will count as a text message sent by you. (Better Impact has no control over this and recommends that, before you start sending texts, you let your volunteers know that they should not reply .)
You are not allowed to send messages that are unrelated to your management of volunteers within your organisation.
If SMS text messaging is enabled, you will always be able to monitor your status to control costs. You'll find this summary at the bottom of your account dashboard (Example below):
Notes
SMS availability depends on the package contracted. Contact support for more information.
An SMS Text Message can hold up to 157 characters.
Enabling SMS/Text Messaging
Enabling SMS/Text Messaging
SMS/Text Messaging is only available for users and organizations located in the following countries:
Australia
Canada
Ireland
Portugal
Turks and Caicos Islands
United Kingdom
United States
For Standard Accounts, this is an optional upgrade and fees based on usage will apply.
If you wish to send text messages (“SMS”) to people in your account or enterprise, and did not purchase an Upgraded account, you can contact the Better Impact support team. If requested by a Primary Admin or a Billing contact, we can enable this for your account.
Once enabled, you’ll be able to use this one-way communication tool to send text messages to volunteers who have opted in through their profiles. The following options will be available:
Search Feature: Communications Filters (i.e. search) will enable you to filter for volunteers with/without text messaging enabled
Communication:
Send a text message to one or more people
View a history of text messages sent
Limited Admin Roles: Configure which limited administrators can send text messages and/or view text message history
Opting In/Out of Text Messaging - Volunteer Instructions
Opting In/Out of Text Messaging - Volunteer Instructions
Notes
Users will need to opt in to SMS/Text Messaging to be able to receive text messages.
The following instructions are from the user's perspective.
Important: Only a user can set, or edit, their text messaging settings.
Log on to your volunteer profile in MyImpactPage.com
Go to: MY PROFILE >> Contact Information
In the “Contact Information” area, scroll to the “Text Messaging” section
Check the box “I want to receive text messages on my cell phone”
In the “Cell Phone Number” field, select the country from the drop-down list and enter your mobile telephone number (the country will typically auto-select based on the number you enter).
Click the [Save] button
See who Opted In to SMS/Text Messaging
See who Opted In to SMS/Text Messaging
If you want to know whether or not a volunteer has enabled text messaging, you can select the “TextMessagingEnabled” field under Columns to Include in a Raw Data Personal Profile Report.
Identify Text Messaging Sender - Set a Prefix
Identify Text Messaging Sender - Set a Prefix
Set a message prefix to identify your account as the sender
Note
All text messages sent through Better Impact are sent from shared numbers. To identify your account, you must set up a “prefix” that is sent along with your text messages - this step is mandatory.
To specify a name for your text messages to identify the sender:
Go to: Communicate, then click on “Update Text Message Prefix” found in the sidebar under Text Messaging
Text Message Prefix: Enter a short name to identify to the recipient, who the message is from. The prefix needs to be at least 1 character in length.
Click the [Save] button
Send a Text Message
Send a Text Message
Send a Text Message to One User
Click the person icon at the top of the screen and type the person’s name into the Quick Search bar.
Click on the person’s name from the list that appears.
Click on the “Communications” tab
Click on the “Send Text Message” subtab
Enter the text of the message (there is a maximum 157 characters permitted in a text message)
Select the desired Modules associated with this message. Only administrators of the selected modules will be able to see this text message in the history.
For example: If you select only Volunteer, only administrators of the Volunteer module will be able to see this text.
Optional: Check “Send me a copy of this message” to have a copy of the text message sent to the email address associated with your profile
Optional: Check “Include recipient list in my copy”
Click the [Send Text Message] button
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Send a Text Message to Multiple Users
Go to Communicate, then click on “Send Text Message” found in the sidebar under Text Messaging
Search for the desired profiles
Enter the text of the message (there is a maximum 157 characters permitted in a text message)
Select the desired Modules associated with this message. Only administrators of the selected modules will be able to see this text message in the history.
For example: If you select only Volunteer, only administrators of the Volunteer module will be able to see this text.
Optional: Check “Send me a copy of this message” to have a copy of the text message sent to the email address associated with your profile
Optional: Check “Include recipient list in my copy”
Click the [Send Text Message] button
View Text Messaging History
View Text Messaging History
View History for One User
Click the person icon at the top of the screen and type the person’s name into the Quick Search bar.
Click on the person’s name from the list that appears.
Click on the “Communications” tab
Click on the “Text Message History” sub-tab
Mouse over the Options icon to the left of the text message
Click “View” to see the content details of a message
Sender – name of the sender (last name, first name)
IP Address – the IP address of the sender
Date Created – date the text message was sent
CC Me – whether or not the sender requested a copy of the text message via email
Message – text that was sent
Recipients – number of recipients and their names
Modules – module(s) associated with the text message
_________________________________
View History for Multiple Users
Go to Communicate, then click on “Text Message History” found in the sidebar under Text Messaging
If desired, select/enter filters and click the [Filter] button
Mouse over the Options icon to the left of the date the text message
Click “View” to see the contents of the message
Sender – name of the sender (last name, first name)
IP Address – the IP address of the sender
Date Created – date the text message was sent
CC Me – whether or not the sender requested a copy of the text message via email
Message – text that was sent
Recipients – number of recipients and their names
Modules – module(s) associated with the text message
Troubleshooting Common SMS Issues
Troubleshooting Common SMS Issues
Volunteers Not Receiving Texts: Ensure that the SMS feature in your account is enabled and that the intended recipients have opted in to receive text messages. Encourage volunteers to update their profiles to opt in if necessary.
Replies Not Permitted: Volunteers are not able to respond to texts. Inform them to avoid unnecessary charges for automated replies.
Phone Calls from the Browser
A call icon is found adjacent to the telephone fields when viewing or editing user profiles, for any contact field with a listed phone number. This allows admins with phones connected to their computer, or admins on mobile devices, to dial directly from the profile.
Click the person icon at the top of the screen and type the person’s name into the Quick Search bar
Click on the person’s name from the list that appears
In the “Main” tab, click on the “Contact” sub-tab
Scroll down to the phone numbers
If you have access to the Dashboard, you will also see the call icon next to the phone numbers listed in this section
Click on the call icon beside the phone number
Notes
The application used to make the phone call will depend on the configuration settings on the device being used and cannot be controlled within the Better Impact software.
This feature will only work for phone numbers that do not require an additional extension.
Passive Communication Tools in Better Impact
- News, Personal, Birthday and Anniversary Messages, Notes-
Not all communication needs to be pushed out through emails or text messages. Better Impact provides several passive communication tools - ways to share information that volunteers can see when they log in, check their schedules, or interact with the system. These tools are ideal for ongoing updates, reminders, important notices, and personalized messages that don’t require immediate delivery.
Unlike active communication (email, SMS, or phone calls), passive communication relies on volunteers viewing the information during their normal use of the system. This makes it a great complement to your direct messaging strategy, helping you communicate clearly without overwhelming volunteers’ inboxes.
In the sections ahead, you’ll find guidance on how to use:
News – Display announcements directly on user homepages.
Personal Messages – Add individualized “sticky notes” volunteers see when they log in.
Birthday & Anniversary Messages – Automated celebratory messages based on profile data.
Note Log & Admin Notes – Internal-only notes that support consistent admin communication and documentation.
As always, you can use the table of contents on the right to jump straight to the section you need.
Which communication feature should you use?
Feature | Who Sees It | Where It Appears | Best For |
News Organization Level | Users in your organization (Volunteers, Members, Clients, Donors, Admins—depending on selected tab) |
User homepage | Announcements, updates, newsletters, general info |
Enterprise News |
All users across every organization in the enterprise (depending on tab: Volunteers, Admins, Organizations) |
Homepage in every sub-account | Network-wide messages, enterprise initiatives, shared policies, global announcements |
Personal Message |
A single volunteer (or multiple via bulk update) | Homepage Timeclock Express Timeclock | Individual reminders, onboarding, quick notices |
Birthday Message |
Individual volunteer | Homepage MyImpact App Timeclock Express Timeclock | Personalized greetings, morale boosting |
Volunteer Anniversary Message |
Individual volunteer | Homepage MyImpact App Timeclock Express Timeclock | Celebrating service milestones |
Important
Birthday and Anniversary messages will show up on the volunteer's side if they log in on that day.
There are no automated messages in the system - you can create email templates and send those to your volunteers.
Set up alerts to see upcoming birthdays and/or anniversaries.
News
The News section acts like an electronic bulletin board that users will be able to see directly on their homepage as they log in. This is a great place to post announcements, share the monthly newsletter, and to provide any information that is relevant to your users.
A separate News section will be available for each type of user in your account such as Volunteer, Member, Donor, and Client.
The Administrator News section enables the posting of messages that all administrators will see on their homepage when they log into the administrator side of the software. This is a great tool to use when information needs to be shared with all administrators across the entire organization.
Adding or Editing News
Adding or Editing News
Go to Communicate > News.
Select the tab at the top for the type of news you want to manage (e.g., Volunteer, Administrator).
If no content exists, click Add. If there is existing content, click Edit.
Enter and format your message. You can include:
Text
Images
Links to files
Videos
(Optional for Volunteers)
Show this message to accepted volunteers only
Show this message on the Timeclock and Express Timeclock
(Optional)
Add a scroll bar if the content is very long
Click Save.
News appears immediately to all users within the selected group.
Deleting News
Deleting News
Go to Communicate > News.
Select the relevant user-type tab.
Click Clear.
Click Clear Message to confirm.
Important
Once cleared, News cannot be recovered.
Best Practices for News
Best Practices for News
Use News for items that don’t need to be pushed via email but should still be visible every time someone logs in.
Examples include:
Upcoming events
Changes to policy or procedures
Seasonal announcements
Holiday schedules
New volunteer opportunities
Links to newsletters or documents
Enterprise News
Enterprise News
Enterprise News allows full enterprise administrators to publish announcements that appear across all organizations in the enterprise.
This is ideal for network-wide updates, shared policies, major initiatives, training reminders, or anything that needs consistent visibility across every sub-account.
Enterprise News works almost exactly like organization-level News, but with expanded visibility and additional audience tabs: Volunteers, Organization Administrators, and Enterprise Administrators.
Enterprise News displays on the homepages of all relevant users in every organization belonging to the enterprise.
Separate tabs allow Enterprise Admins to post:
Volunteer News (displayed to every volunteer across the enterprise) - Volunteer tab
Organization Admin News (displayed to all admins in all sub-accounts) - Organisation tab
Enterprise Admin News (displayed only to other enterprise administrators) - Admin tab
Once published, Enterprise News cannot be restricted to specific organizations. It is visible enterprise-wide.
Enterprise news appear on the Enterprise header on the volunteer's home page.
Add, Edit, or Delete Enterprise News
The steps to manage Enterprise News are the same as for organization-level News:
Communicate > News, choose the appropriate tab, then use Add, Edit, or Clear.
Important
Clearing Enterprise News is permanent and cannot be undone.
View News Across the Entire Enterprise
Enterprise admins can also see each organization’s local News:
Go to Accounts > News to review all sub-accounts’ News items, organized by region if applicable.
Additional Tips & Best Practices
Keep your most important updates at the top. News displays on the user’s homepage, so placing time-sensitive or high-impact information first ensures it’s seen right away.
Use formatting thoughtfully. Images, headings, links, and videos help draw attention - but avoid overly long or crowded messages. Consider using the scroll bar option for lengthy content.
Update regularly. Stale News can lead users to overlook the section altogether. Refreshing it periodically keeps it relevant and engaging.
Leverage audience-specific tabs. Each user type (Volunteers, Members, Clients, Donors, Administrators) has its own News area. Posting in the correct tab keeps messaging focused and avoids confusion.
Consider visibility settings. For volunteer News, you can choose to show messages only to Accepted volunteers - useful for internal updates or role-specific reminders.
Use Enterprise News strategically. If you're part of an enterprise structure, publish network-wide information at the enterprise level to avoid duplicating content in each organization.
Be mindful of Timeclock visibility. If you enable News to appear on the Timeclock or Express Timeclock, keep content concise and non-confidential - volunteers will see these messages while signing in for shifts.
Personal Message
A Personal Message is like an electronic sticky note. You can choose to leave a personal message for one volunteer or apply the same message to multiple profiles at once.
Users will see this message on the home page of their profile. Volunteers will also see their Personal Message displayed when clocking in through the Timeclock.
Users can choose to keep or delete the message. Once deleted, the message is no longer visible in the system to users or administrators. Administrators can also delete personal messages.
Tip: You will see the personal message as an option when adding a new user manually and can be a great way to welcome somebody when they first log in
Important
Personal Messages appear on the user’s homepage in MyImpact, as well as on the Timeclock and Express Timeclock. Because the Express Timeclock does not require a password to start or stop, we recommend avoiding any confidential or personally identifiable information in these messages.
Add/Edit Personal Message
Add/Edit Personal Message
Open the user's profile
Click on the “Communications” tab
Click on the “Personal Message” sub-tab
Enter the desired text, or edit the current message.
The text will display on the person’s home page in the “Personal Message” section.
Click the [Save] button
Note
It is not possible to use place holders to insert first or last names in a personal message.
Delete Personal Message
Delete Personal Message
Open the user's profile
Click on the “Communications” tab
Click on the “Personal Message” sub-tab
Click the [Delete] button
Click the [Delete] button to confirm
Important
Once you have cleared the message contents, you cannot retrieve it. A User is also able to delete this message from their profile once they have read it.
Bulk Update Personal Message
Bulk Update Personal Message
Go to: Communicate > Bulk Update Personal Message
Search for the desired profiles to update
Once the search is complete, scroll to the Bulk Update Personal Message section
Action: Select the desired action from the drop-down list
Set Personal Message
Compose the personal message
Click the [Update] button
Check the box to confirm the changes
Click the [Set Personal Message] button
Remove Personal Message
Click the [Update] button
Check the box to confirm the changes
Click the [Remove Personal Message] button
Additional Tips & Best Practices
Keep messages short and actionable. Since Personal Messages appear prominently on login (and on the Timeclock), brief reminders or greetings work best.
Avoid sensitive information. Because the Express Timeclock does not require authentication, do not include personal, confidential, or identifying details.
Use Bulk Update for consistency. If you want to welcome a new cohort, remind all active volunteers of a policy change, or prompt users to complete a profile update, the Bulk Update Personal Message tool is a fast way to apply the same note across multiple profiles.
Remember that volunteers can delete the personal message. Once dismissed, it cannot be restored or viewed again by the volunteer or by administrators. If you need something persistent or permanent, consider using the Note Log or a Custom Field instead.
Use sparingly. Because Personal Messages appear on every login, overuse may lead users to ignore or immediately dismiss them. Save this tool for meaningful or time-sensitive prompts.
Birthday and Anniversary Messages
Better Impact includes two automated ways to celebrate your volunteers: Birthday Messages and Volunteer Anniversary Messages. These messages display for one day only and appear in places volunteers naturally see - on their MyImpact homepage, in the app, and on the Timeclock/Express Timeclock. Both tools help you recognize and appreciate your volunteers without needing to send individual emails each time.
Feature | Birthday Message | Anniversary Message |
What it celebrates | Volunteer’s birthday | Volunteer’s Date Joined |
Where date is stored | Contact Information | Miscellaneous tab |
Display timing | Birthday (1 day) | Anniversary (1 day) |
Where it appears | MyImpact, App, Timeclock | MyImpact, App, Timeclock |
Personalization | Supports first and last name place holders | Supports first and last name place holders |
Alerts for admins | Yes | Yes |
Birthday Message
The Birthday Message displays to volunteers on the date of their birthday, based on the birthdate stored in Contact Information. You can customize the message once, and Better Impact will automatically show it each year.
Create or Edit a Birthday Message
Create or Edit a Birthday Message
Go to Communicate > Birthday Message.
Enter and format your message (text, images, links, and videos are supported).
Optional: Personalize the message using placeholders:
%%1— First name%%2— Last name
Click Save.
Configure Birthday Alerts
Configure Birthday Alerts
To control which birthdays appear to admins on the Dashboard
Go to Configuration > Organization Settings > Alert Settings.
Scroll to Birthday Alerts.
Optional: Show alerts only for Accepted/Active volunteers.
Choose how many days ahead you want to be notified (default: 7).
Click Save.
View Upcoming Birthdays
View Upcoming Birthdays
On the Admin Home Page, click the Birthdays header at the top of the admin dashboard
Blue = birthdays coming up
Grey = none in the next alert window
Send a Birthday Email or Text Message
Send a Birthday Email or Text Message
Open Birthdays from the Admin Home Page Dashboard.
Hover over the Options icon beside a name and select Send Email or Send Text Message, or select multiple names and choose the communication type.
Complete the dialogue box to send your message.
Tips for Birthday Messages
Keep messages cheerful and concise.
Include images or fun formatting to create a celebratory feel.
Use
%%1to personalize the greeting for a warmer touch.Ensure birthdates are entered accurately - no message will display without one.
____________________________
Volunteer Anniversary Message
Anniversary Messages display to volunteers on the date of their Date Joined, found in the Miscellaneous tab of their profile. This is a great way to acknowledge their service milestones each year.
Create or Edit an Anniversary Message
Create or Edit an Anniversary Message
Go to Communicate > Volunteer Anniversary Message.
Write and format your message (supports text, images, links, and videos).
Optional: Use placeholders like
%%1to personalize the message.Click Save.
Configure Anniversary Alerts
Configure Anniversary Alerts
Go to Configuration > Organization Settings > Alert Settings.
Scroll to Anniversary Alerts under Volunteer Alerts.
Optional: Limit alerts to Accepted/Active volunteers.
Enter how many days in advance you want to be notified (default: 7).
Click Save.
View Upcoming Anniversaries
View Upcoming Anniversaries
From the Admin Home Page, click the Anniversaries header in the dashboard.
Blue = upcoming anniversaries
Grey = none within the alert window
Send an Anniversary Email or Text Message
Send an Anniversary Email or Text Message
Open Anniversaries from the Admin Home Page.
Use the Options icon beside a name, or select multiple volunteers.
Choose Send Email or Send Text Message and complete the dialogue.
Tips for Anniversary Messages
Highlight the significance of their volunteer service.
Consider linking to a thank-you video or adding a celebratory image.
Review the Date Joined field periodically to ensure accuracy.
Use these messages as part of your overall recognition strategy.
Note Log
The Note Log provides a space for permanent, confidential, admin-only notes on a user’s profile. Notes added here cannot be edited or deleted, making this feature ideal for recording important history, decisions, or sensitive information that must remain unchanged. Only administrators with permission to access the Note Log will be able to view its contents.
Important: Notes on the Note Log are permanent - it is not possible to edit or delete them once they've been created.
Add a Note to a Single Profile
Add a Note to a Single Profile
Open the user’s profile.
Go to Communications > Note Log.
Under Add a Note to the Log, type your entry.
Select the appropriate Modules to control which admins can see this note.
Click Save.
Confirm by checking the box acknowledging the note is permanent, then click Save again.
Add a Note to Multiple Profiles
Add a Note to Multiple Profiles
Go to Communicate > Log Notes.
Search for the desired profiles.
(Optional) If the result set is under 1,000, expand Search Results to deselect any users.
Enter your note in the Entry field.
Select the appropriate Modules for visibility.
Click Save.
Confirm the message indicating the note will be added permanently to all selected profiles.
View or Print Note Log Entries
View or Print Note Log Entries
View a Note
Open the user’s profile.
Go to Communications > Note Log.
In the Note Log History, hover over the Options icon next to an entry.
Select View
Print a Single Note
Click the print icon in the top-right corner of the note.Print the Full Note Log List
Click the print icon in the Note Log History header to print the full page.
Best Practices & Tips
Use for permanent records only. Because notes cannot be edited or removed, reserve this area for information that must remain part of a volunteer’s history.
Control access via Limited Admin Roles. Only admins with Note Log permissions can view these entries.
Avoid duplicates. If adding notes to multiple profiles, double-check your search results before saving.
Use other tools for editable notes. If the information may change or need updates, use the Miscellaneous Notes field or a Custom Field (Long Text) instead.
See this section about Adding Notes to a User Profile on our Comprehensive Guide to User Profiles article for more information.
Printable Tools for Communication
Better Impact provides several printable tools that allow you to generate phone lists, mailing labels, and export files for mail merges. These tools are especially helpful when you need offline contact information, printed materials, or data formatted for external communication platforms.
Each tool begins with the same workflow: searching for the profiles you want to include. After selecting your group, you choose your output format and download the file.
Note for Enterprise Administrators - When conducting a search to determine who is included in your results apply Organization Filters:
Select the desired organizations to include in the search. If you have created Regions, your organizations will be displayed within their respective region.
Tool | Purpose | Best For | Key Notes |
Phone List | Generates a printable list of phone numbers | Quick-reference sheets, event sign-ins, emergency contacts | Minimal fields; use Raw Data reports for more detail |
Mailing Labels | Creates formatted address labels | Postcards, letters, physical mailouts | Must print at Actual Size to align with label sheets |
Export for Mail Merge | Produces a detailed data file for external tools | Bulk mailings, personalized letters, segmented communications | Highly customizable; supports saved / pinned reports |
Create a Phone List
Create a Phone List
Generate a simple, printable list of phone numbers for quick reference.
Go to Communicate > Create Phone List.
Search for the desired profiles.
Choose the File Format (PDF, DOCX, or DOC).
Select the Paper Size and Sort Order.
Optional: Add a custom Title.
Click Download Phone List to export your file.
Tip
If you need additional information included - such as email, address, or custom fields - use a Personal Profile Raw Data report instead.
Create Mailing Labels
Create Mailing Labels
Produce mailing labels for physical mailouts such as newsletters, thank-you cards, or event invitations.
Go to Communicate > Create Mailing Labels.
Search for the desired profiles.
Select the Label Type (only the available preset formats can be used).
Optional:
Include Country, if sending internationally
Include Salutation (Title field)
Include Suffix
Choose the Sort Order and preferred File Format
PDF: The contents of the file you produce cannot be edited
DOCX, DOC: The contents of the file you produce can be edited in Microsoft Word (e.g. change font, colour, formatting, etc.)
Click Download Labels.
Important
When printing, ensure your printer is set to Actual Size - not “Fit to Page” - to maintain alignment with label sheets.
Export for Mail Merge
Export for Mail Merge
Use this option to generate a structured data file that can be imported into programs like Microsoft Word, Excel, or mailing service platforms.
Go to Communicate > Export for Mail Merge.
Click Report on Everyone, or search for specific profiles.
Select the Columns you want to include (Basic, Custom Fields, Qualifications, Interests, Committees, Availability).
Optional:
Include All Hours Logged
Apply a Date Range or filter by Activity Category
Choose the File Format (XLSX, XLS, CSV, or TXT).
Optional: Click Save This Report to reuse it later.
Export or view profiles using the corresponding buttons.
Tip
Saved and pinned reports allow quick access to frequently used exports, such as annual mailouts or segmented volunteer lists.
Wrapping Up
Effective communication is essential for keeping your volunteers informed, engaged, and supported - and Better Impact provides a wide range of tools to help you do just that.
Whether you’re sending direct messages through email or SMS, sharing updates through News, recognizing milestones with automated messages, or keeping internal notes organized, each tool plays a unique role in strengthening your connection with your volunteer community.
As you explore and combine these options, remember that the table of contents on the right can help you quickly jump to the features you need. And if questions ever come up, our Support team is always here to help.