The Message Review page allows you to see all text conversations in your organization, move conversations onto or off of texting accounts, and respond directly to contacts all in one place.
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Message Review is a powerful tool for managing conversations across your Spoke account.
At the top of the page, you’ll use the Message Filter to call up conversations in specific campaigns or matching particular search criteria.
The Reassign / Unassign section allows you to move conversations onto a texter’s account or to remove conversations from accounts.
At the bottom of the page, you’ll see every conversation brought up by your search in the Message Filter, and be able to select conversations to be moved and reviewed.
Message Filter
The Message Filter allows you to exclude or narrow your conversation view to only specific conversations.
Default Settings
By default, the filter will show you every conversation with a contact who hasn’t been opted out and who is included in an active campaign (a campaign where you can still send and receive messages).
Image of the Message Filter, with multiple options to include or remove conversation search terms or to narrow by search terms.
Filter Categories
To see fewer or more conversations than the default setting shows you, you’ll use the toggles and fields in the filter. Here’s a breakdown of what the different filters do:
For example, let’s say you only want to see conversations in campaign A where the contact was the last person to respond, and where the message contains the word “Hey”. To narrow your search, you’d:
- Set the Contact message status filter to “Needs Texter Response”
- Type the campaign ID or name of the campaign into the "Select a campaign" field
- Type “hey” into the Search message text field
Example of a search narrowing the conversations shown to just messages needing a response, containing the word “hey”, in a specific campaign.
To see the messages called up by your search, just scroll down to the bottom of the page.
Reassign / Unassign
The Reassign / Unassign box allows you to move conversations brought up by your search. Hover your mouse over “Reassign / Unassign” until you see the box change color, then click to expand it.
Read more about how to reassign and unassign messages here.
Reassign moves a conversation onto a texter's account. Unassign releases a conversation from a texter's account. Released texts can be accessed by texters using the dynamic assignment for replies link.
Image showing how to expand the Reassign / Unassign box, where admins can toggle between reassigning or unassigning messages.
Conversation List
Scroll towards the bottom of the Message Review page and you’ll see a conversation list.
The conversation list in Message Review shows the conversations brought up by your search in the Message Filter, and allows you to take action on specific conversations.
Each conversation is its own row. Click the checkbox next to the conversation to select it for reassign or unassign. You can also view the conversation by clicking on the arrow icon at the far right. In addition, each row displays this information:
| Campaign | ID and Name of the campaign |
| Current Texter | Texter currently assigned to the contact; if no one is assigned to the contact, this will display as “unassigned” |
| Past Texters | Texters who sent messages in the conversation thread, but are not currently assigned to the conversation |
| To | Name of the contact |
| Conversation Status | Tells you whether the contact has been texted in the campaign ("Needs First Message"), never responded to your message ("First Message Sent"), is the last person to reply in the conversation thread ("Needs Texter Response"), received a reply from a texter ("Active Conversation"), or is part of a closed thread ("Closed") |
| Latest Message | Preview of the latest message in the conversation thread and a timestamp for when it was sent |
| View Conversation | Link to open up the conversation that allows you to read survey questions, notes, and tags, reply to the contact, opt out or opt in, and “go to the conversation” to access it in texter view |
Conversations are automatically ordered by the latest message sent, i.e. the conversation in which a message was most recently sent or received will appear at the top of the list.
Tip: Filtering for “Needs First Message” and “Needs Texter Response” are great ways to make sure every initial message and new reply is being handled in a timely manner. You can filter for these types of messages and reassign them to available texters using the “Reassign/Unassign” features.
Viewing Conversations
To view a conversation, click on the arrow icon at the far right of that conversation’s row.
Image displaying the conversation list under the Reassign / Unassign box. Click the arrow icon to open up the conversation.
This will open a window showing the whole conversation, the names of each texter who contributed to the conversation, an opt-out button, and a read-only view of any survey questions applied to the conversation. You can type a response and send it to the contact directly from this window, and view and delete tags from the conversation.
Moving Between Conversations
To move between conversations quickly, you can click the arrows at the top of the View Conversation window or use your arrow keys to navigate forward or backward.
Image displaying the View Conversation feature in Message Review. You can type a response and send it from here, opt out contacts without a message, and click “Go to Conversation” on assigned conversations.
Note that you cannot change survey questions, access scripts or canned replies, or add new tags from this view. If the conversation has been assigned to a texter, you can click “Go to Conversation” to access these features. Unassigned conversations need to be reassigned to a texter in order for “Go to Conversation” to appear. Read more about how to reassign messages here.