Conversations Overview and Reassignment


The Conversations Overview page helps admins review and manage conversations in a campaign. This guide walks through how to reassign conversations to senders, review conversation status, and monitor sender progress through assignments.


TABLE OF CONTENTS


Accessing the Conversations Page

The Conversations page can be accessed from the ThruText Campaign Summary page. To get to this page, go to the left side navigation menu, expand ThruText, expand Campaigns, click on Active, and then click on either of the linked figures in the Initial Sent or Needs Reply columns.

You can also get to this page by clicking on Conversations from the Campaign Summary Page.

To read more about the Campaign Summary page, see our guide: ThruText Campaign Summary Page.


Conversations

On the Conversations tab, you can see an overview count of all conversation statuses and reassign conversations between senders.

Screenshot of the Conversation Overview page


Overview Stats

  1. Total: The total conversations within this campaign, which is comprised of the target contact count.
  2. Not Started: The number of conversations that have not had an initial message sent out.
  3. Needs Reply: The number of conversations where the contact sent the last reply and is awaiting a response from the sender.


Before You Reassign

You can only reassign conversations to users who are already added to the campaign. To add or remove senders, go to the Senders tab in your campaign. 

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


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, regardless of status, back to Unassigned. Use this if you want to start fresh or allow senders to claim messages using Self Assign.
  2. Bulk Reassign Some: This option lets you select a specified number of conversations to reassign to other senders. Enter the number of conversations you want to reassign, select the conversation status you want to reassign, and select which senders to receive conversations.
  3. Bulk Reassign All: This moves all conversations of a selected status to the users you choose. Select a conversation status to reassign and which senders will receive those conversations.


Conversation Status

When bulk reassigning, you'll have three conversation statuses to reassign based on.

Screenshot of the conversation status

  • Any: Moves all conversations, regardless of reply status.
  • Needs Reply: Moves only conversations that have a response from the contact and are awaiting a reply.
  • Not Started: Moves only conversations where the initial message hasn’t been sent.


Campaign Status

The conversation tab will include a listing of the status for certain campaigns states.

  • Paused campaigns will have a This Campaign is Currently Paused status.Example of a paused campaign status
  • Closed campaigns will have a This campaign is currently outside the daily open hours status.Example of a closed campaign status
  • Active campaigns with an IMSW that has passed will have a Initial message sending window has passed status.Example of an active campaign with a passed IMSW


Assignments

On the Senders tab, you can see which senders are actively in the Messenger. You can use a sender's status to help determine how to reassign conversations. 

  1. Status: The sender's status of online or offline.
  2. First Name: The sender's first name, which will display in messages if the %SenderFirstName% variable is used.
  3. Last Name: The sender's last name, which will display in messages if the %SenderLastName% variable is used.
  4. Email: The sender's email address.
  5. Progress: The progress that the sender has made through their assigned conversations.
  6. Needs Reply: The number of conversations awaiting a response from the sender.


Individual Sender Reassign

You can reassign conversations from a specific sender’s using their individual Reassign drop-down.

  1. Unassign All: Unassign all conversations from the sender. The conversations will move to unassigned.
  2. Reassign Some: Reassign the senders conversations to one or more other senders. You'll have the following options:
    • Choose the conversation status of Not Started, Needs Reply, or Any.
    • Choose between Select All to select all senders, the checkbox next to a sender name for single selection, or find a sender name via the search field.
      Screenshot of the single Reassign Some Conversations window
  3. Reassign All: Choose to Reassign all conversations from the sender
    • Choose the conversation status of Not Started, Needs Reply, or Any
    • Move all conversations from the sender to unassigned, to other specific sender names, or across all other senders in the campaign via distribute to all users.
      Screenshot of the single Reassign All Conversations window


Moving conversations to unassigned will allow senders to request those conversations if Self-Assign is enabled.


Sweeping Your Campaign

Account Owners, Admins, and Moderators can perform sweeping. Campaign sweeping helps keep conversations organized and ensures volunteers stay on task. Using the Conversation Overview page, sweepers can help with reassigning inactive or not started conversations.


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 filled out.


If you are using Automations in your campaigns, your team can use sweeping as a way to review interactions and ensure the contacts do not need any further assistance after the automated keyword-initiated responses. Review our Automations guide for more details on this feature.


Please 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.