Connecting Contacts to PatchThru Targets

PatchThru lets you connect a contact directly to a third party, often a legislator or office, while you’re still on the call in ThruTalk. When a contact agrees to take action, you can use PatchThru to dial the target, introduce the call, and then step back while the contact speaks for themselves. This guide shows you what PatchThru looks like on your screen, how to start a PatchThru call, and what the different status messages mean so you know what to do at each step.


TABLE OF CONTENTS


What Is PatchThru?

  • PatchThru connects three people on one call: You (the caller), the contact, and the target (such as an elected official or office).
  • Admins control when PatchThru appears: It is built into specific scripts, so you may not see it in every assignment.
  • You follow the script: When the contact agrees to be connected, you’ll use the PatchThru controls to start the transfer.

If your campaign includes PatchThru, your script may include extra instructions about which target to choose or what to say. Follow those directions first, and ask your admin if anything is unclear.


Before You Start


Start a PatchThru Call

  1. Call as usual in ThruTalk until you reach the part of the script that asks the contact if they are willing to be connected to a target.
  2. Confirm the contact wants to be patched through. Answer any questions they have using the script.
  3. Choose the target (if there is more than one).
    • If your campaign has multiple PatchThru targets, you will see the options in the PatchThru panel.
    • Follow any instructions from your admins or script notes about which target to select.
  4. Click the PatchThru phone icon to start the connection.
  5. You and the contact will hear a brief beep, and the PatchThru status box will appear in the Contact Details panel on the right side of your screen.
  6. If you are using Call Using Computer and the PatchThru target requires touchtone (keypad) selections, walk the contact through entering any keypad choices themselves on their own phone once connected.

From here, use the status messages and colors in the PatchThru box to know what is happening with the connection.

ThruTalk script view showing a contact on the left and PatchThru panel on the right with the PatchThru status box.



Understand PatchThru Status Messages

PatchThru shows different colors and messages so you always know what is happening with the target connection. Use these to decide when to stay on the line, when to help your contact, and when to leave the call.


Initializing Connection (Yellow)

When ThruTalk is dialing the target, you’ll see a yellow PatchThru box with the message: Initializing connection.

  • ThruTalk is calling the target and setting up the three-way call.
  • You and the contact will hear an audible beep when it starts.
  • You and the contact may hear silence while the connection is made.
  • Stay on the line. Don’t click Leave Call yet.

PatchThru panel with yellow ‘Initializing connection’ box explaining the connection is being set up.

PatchThru Successful (Green)

When the target answers and the connection is live, the PatchThru box turns green and displays PatchThru successful.

  • The contact and the target are now connected.
  • You are still on the call and can be heard by both parties.
  • If you are using Call Using Computer and the PatchThru target requires touchtone (keypad) selections, walk the contact through entering any keypad choices themselves on their own phone.
  • Stay ready to support your contact. You may want to:
    • Introduce the contact to the target (if your script instructs you to).
    • Stay on the line in case the contact needs help or has additional questions.
  • You can leave the call at any time once you’ve done what the script asks.
  • The Leave Call button will keep the contact and the target connected, allowing them to continue their conversation.
  • You will then enter the Wrap Up, where you can update the survey questions in your script.

PatchThru panel with green ‘PatchThru successful’ box and bullets reminding callers they can be heard and may leave the call at any time.

Target Disconnected (Yellow)

If the target hangs up while you and the contact are still on the line, the PatchThru box turns yellow again and displays Target disconnected.

  • The target has left the call.
  • You and the contact are still connected to each other.
  • Thank the contact for taking action.
  • Answer any remaining questions they have.
  • Complete the script and fill in any necessary responses before concluding the call.PatchThru panel with yellow ‘Target disconnected’ box and bullets instructing callers to thank the contact and leave the call to wrap up.

Connection Failed (Red)

Sometimes a technical issue prevents ThruTalk from connecting to the PatchThru target. In that case, the PatchThru box will turn red and display Connection failed.

  • ThruTalk could not complete the target connection.
  • Thank the contact and let them know the target could not be reached.


Leaving the Call and Wrapping Up

Whether PatchThru was successful, the target disconnected, or the connection failed, you’ll eventually need to leave the call and record the outcome.

  1. When the target and contact are talking and you have finished your part, or when the call has ended, click Leave Call.
  2. Leave Call keeps the contact and target connected if they are still talking, while you move to Wrap Up.
  3. In Wrap Up, answer all remaining script questions about the outcome of the call.
  4. When everything is complete, click Ready For Next Call to proceed.


If the contact hangs up first, your screen will automatically move to Wrap Up. Finish all required responses before clicking Ready For Next Call.


Troubleshooting PatchThru

If something doesn’t look or sound right while you’re using PatchThru, these tips cover the most common issues callers run into.

  • I don’t see PatchThru in my script.
    • Not all campaigns use PatchThru. If you expected to see it, check with your admins to confirm whether it is enabled for your assignment.
  • The target connection is taking a long time to initialize.
    • Stay on the line and reassure the contact that the system is still connecting.
    • If the yellow initializing message does not resolve after a reasonable time, you can follow your script’s guidance for what to say and then end the attempt.
  • Touchtone (keypad) options are required, and I’m using computer audio.
    • Ask the contact to enter any keypad choices on their phone if the target’s phone system requires it.
  • I’m not sure how to record the outcome in the script.
    • PatchThru automatically records which target you connected to. If your script also has a question about PatchThru, answer it based on how the call went. If you’re unsure how to answer, ask your admins for guidance after your shift.