Conversations Management and Reassignment

The Conversations page helps admins review and manage conversations in a campaign. Use it to identify conversations that need attention, review sender workloads, assign unassigned conversations, and redistribute conversations across the campaign.

This guide explains the information on the Conversations page and how to use its reassignment tools.

TABLE OF CONTENTS

• Conversations Management and Reassignment
  • Accessing the Conversations Page
  • Conversations Overview
    • Conversations
    • Unassigned Conversations
  • Assignments
  • Before You Reassign
  • Reassigning Conversations
    • Choose Conversations and Recipients
      • Number of Conversations
      • Conversation Status
      • Recipients
    • Bulk Reassign
    • Assign Unassigned Conversations
    • Reassign Conversations From One Sender
    • Campaign Status
  • Monitor Campaign Progress

Accessing the Conversations Page

To access the Conversations page:

1. From left side navigation menu
2. Expand ThruText
3. Expand Campaigns
4. Click Active 
5. Click the linked number in either the Initial Sent or Needs Reply columns.

You can also get to this page from the Campaign Summary Page. Click the Name of the campaign in the page pictured above, then select Conversations.

For more information, see our guide on the ThruText Campaign Summary Page.

Conversations Overview

The Conversations page contains three areas for reviewing and managing campaign conversations:

• Conversations summarizes activity across the campaign.
• Unassigned Conversations shows conversations that do not currently belong to a sender.
• Assignments shows the workload and progress for each sender.

Each section includes values to monitor campaign progress at a glance, as well as tools to reassign conversations. This section explains how to read the page.

Conversations

The Conversations section summarizes conversation activity across the campaign.

1. Total: The total number of conversations in the campaign. Each contact on the campaign has one conversation.
2. Not Started: The number of conversations where the initial message has not been sent.
3. Needs Reply: The number of conversations where the contact sent the most recent message and is waiting for a sender response.

Unassigned Conversations

The Unassigned Conversations section summarizes conversations that are not currently assigned to a specific sender. The unassigned group has its own Progress and Needs Reply values, similar to a sender’s assignment.

1. View: Opens the unassigned conversations in the Admin Messenger.
2. Progress: Shows how many unassigned conversations have received an initial message.
3. Needs Reply: Shows how many unassigned conversations are waiting for a response.

Assignments

The Assignments table shows each sender's activity and workload.

1. Status: Shows whether the sender is online or offline.
2. First Name: The sender's first name. Click this to open the sender's assignment in the Admin Messenger.
3. Last Name: The sender's last name. Click this to open the sender's assignment in the Admin Messenger.
4. Email: The sender's email address.
5. Progress: Shows the number of conversations initial message has been sent compared with the sender’s total assigned conversations.
6. Needs Reply: Shows the number of conversations waiting for a response from the sender.

Before You Reassign

Conversations can only be assigned to users who have already been added to the campaign as senders. If the campaign has no senders, the Assignments table will be empty and reassigning will be unavailable. To add or remove senders, go to the Senders tab in your campaign. 

For instructions, see our guide ThruText Campaign Summary Page - Section: Senders Tab for more details on this process. For a video walkthrough on the reassignment process, check out our tutorial on How to Reassign Conversations.

Reassigning Conversations

The Conversations page provides three ways to change where conversations are assigned.

1. Bulk Reassign draws from conversations across the campaign and lets you select one or more senders.
2. AssignSome and Assign All draw from the Unassigned Conversations group.
3. Actions in the Assignments table draw from one selected sender’s assignment.

Choose Conversations and Recipients

Each action opens a modal where you choose which conversations to move and who should receive them.

Number of Conversations

Actions labeled Some - Bulk Reassign Some, Assign Some, Reassign Some - include a field for entering the number of conversations to move. Actions labeled All - Bulk Reassign All, Assign All, Reassign All, move every conversation and do not include a quantity field.

Conversation Status

When reassigning conversations, you can limit the reassignment to specific conversation statuses. This helps ensure you're only moving the conversations that need redistribution.

• Any: Includes conversations of any status.
• Needs Reply: Includes conversations where the contact sent the most recent message and is waiting for a sender response.
• Not Started: Includes conversations where the initial message has not been sent.

Recipients

The last field in the modal determines where the selected conversations move. The available options depend on where you start the action:

• Bulk Reassign Some and Bulk Reassign All let you select one or more senders.
  
• Actions from Unassigned Conversations or from a sender’s row let you Distribute to all users or select one sender.
  

Bulk Reassign

You can reassign several conversations at once with Bulk Reassign. Click the Bulk Reassign drop-down to choose one of the following actions:

1. Bulk Unassign All: This moves all conversations to Unassigned, regardless of conversation status or current sender. Use this to allow senders to claim conversations using Self Assign (senders can only self assign unassigned conversations).
2. Bulk Reassign Some: Moves a specified number of conversations that match the selected status. Select one or more senders to receive the conversations.
3. Bulk Reassign All: Moves every conversation in the campaign that matches the selected status. Select one or more senders to receive the conversations.

Assign Unassigned Conversations

Use the actions in the Unassigned Conversations section to move conversations from the unassigned group to campaign senders.

1. Assign Some: Assigns a specified number of unassigned conversations that match the selected status. Choose one sender or select Distribute to all users.
2. Assign All: Assigns every unassigned conversation that matches the selected status. Choose one sender or select Distribute to all users.

Reassign Conversations From One Sender

You can reassign conversations from a specific sender’s assignment using the Reassign buttons in the Assignments table.

1. Reassign Some: Moves a specified number of conversations from the selected sender. Select a conversation status, then choose one sender, Distribute to all users, or Unassigned.
2. Reassign All: Moves every conversation from the selected sender that matches the chosen status. Select one sender, Distribute to all users, or Unassigned.
3. Unassign All: Moves every conversation from the selected sender to the unassigned group.

Campaign Status

Campaign status messages may appear at the top of the Conversations page. While these messages don't change how reassignment works, they explain why certain campaign behaviors, such as message sending, may be unavailable.

• This campaign is currently Paused: A paused campaign cannot send outgoing messages, but it can still receive incoming messages. Assignments can still be viewed from the Admin Messenger. Assignments do not appear in a sender’s assignment list while the campaign is paused. Click Unpause at the top to resume.
• This campaign is currently outside the daily open hours: Outside the campaign’s daily open hours, outgoing messages cannot be delivered immediately. Admins can create and send messages, but the system queues them until the campaign reopens. Users can access the assignment but cannot view or respond to messages. Click Edit to change the daily open hours.
• Initial message sending window has passed: Outside the initial message sending window (IMSW), initial messages cannot be sent. The campaign can still send replies and followups and receive incoming messages. Click Edit at the top to change the IMSW.

Monitor Campaign Progress

We recommend checking the Conversations page as you monitor your campaign to review conversation activity and keep assignments organized. Use the Conversations page to identify and reassign inactive or Not Started conversations. After redistributing assignments, use the Admin Messenger to review individual conversations and complete follow-up work.

Individual conversation review and reassignment can then be handled via the Admin Messenger for the following actions:

• Reassigning a specific conversation from a sender.
• Replying to incomplete threads.
• Ensuring all opt out requests are fulfilled.
• Ensuring survey questions are completed.

Check out our guide, Admin Messenger Management and Reassignment, and our video tutorial How to View Conversations and Cleanup Campaigns for additional sweeping tips.

Please reach out to support@getthru.io if you have any questions.