Hello everyone!

   

We have been rolling out a whole host of features lately, and we’re going to do our best to keep you posted as we improve and update the platform. Many of you have helped inform these latest changes, and so thank you to everyone for helping make the program even better.  


Assignment Management: Dynamic assignment has been replaced by assignment management, and there are a few exciting updates here: 

  • Dynamic assignment for initials: This is still available and works as it used to, except the word “initials” has been added to the link, so you can tell the links apart. 
  • Dynamic assignment for replies: Unassigned replies can be assigned out and requested with the dynamic assignment link. 
  • Release unhandled replies: Replies can now be released after an allotted time period that you set. If a texter hasn’t responded to a reply by the time that you set (usually 60-90 minutes after the response is received), that reply will become released and no longer be attached to that texter. Those replies can then be easily reassigned in Message Review, or with the dynamic assignment for replies link. 
  • You can read more about how to best utilize Assignment Management here.

Done for the day: Texters now have a button that allows them to release their texts if they are done texting for the day. Those texts will become “unassigned”, and the unsent initials can be requested through dynamic assignment for initials (or reassigned from Message Review), and unhandled replies can be requested via dynamic assignment for replies (or reassigned from Message Review). 

Progress: “Unassigned contacts” with thewarning on the campaigns list page was being triggered too often with the addition of the “done for the day” button, so we are replacing this with a “progress” bar that will give you a % to campaign completion. Progress will be measuring percentage of initial messages sent. 

Message review: There have been a whole host of Message Review upgrades, and so we’ll go into more detail below: 

  • Who sent it?: Now every message that is sent has a name and timestamp attached to it, so you’ll know who sent every single message, in case messages were reassigned and you need to determine the original sender. 
  • Opt in: You can now opt in individuals that may have been incorrectly marked as an opt out. 
  • Unchecked Tags: You can now deselect / remove tags from conversations in Message Review. This is especially good for those of you utilizing an “escalate” tag. 
  • Filter by unassigned: Can search “unassigned” in the texter search inside Message Review to filter by unassigned. 
  • View external ID in Message Review: You now have an on/off toggle in settings which allows you to view an external ID (VAN ID, PDI ID, etc) in case you need to quickly search for someone’s phone number, or update their contact information.  
  • “Null Null”: Unassigned contacts that were previously labeled as “null null” are now properly named as “unassigned.”
  • Always open: Message Review will now, by default, keep both message action and message filters open for maximum visibility (thanks to Jacob for this idea!).
  • Read more about utilizing Message Review here.

Texter UI:

  • All questions: Skipping ahead to answer a future question while texting has become more clear, as we renamed the “past questions” button to “all questions.” This feature has technically always allowed you to move both forward to answer and mark future questions or edit and change old responses, so hopefully this will now be more clear for you and your texters. 

Bug fixes:

  • Needs response: The “needs response” number on your campaigns list view should now be more accurate. The previous number displayed used to also include contacts who responded to you after being opted out, but these are not technically conversations you could reply to, which lead to this number being too high and generally unhelpful. 
  • Action Handler: Fixed an “action handler” display bug. If for some reason Spoke failed to display the “action handler” in scripts to an admin, that admin couldn’t see it for another 24 hours. We fixed this so that in case it ever fails, you can refresh after 90 seconds, and it will then become visible (thank you Ilana for helping diagnose!) 

Upcoming changes: 

  • Texter assignment: The “texter” assignment view on the campaign creation/edit page will more accurately account for unassigned texts. 
  • Texting is getting faster: We’re making some upgrades to make sending texts happen even faster! 
  • Skip button: We will be renaming the skip button from “Skip” to “Close” as texters often confuse this for light “skip and I’ll come back to this later” as opposed to “I’m going to close this conversation for now” which is what the button actually does. (Thank you to both Shoshanna and Adam for this idea!)
  • Done for the day becomes optional: We’re implementing an on/off switch in Settings which will allow you to turn the “Done texting?” button off if you prefer it that way (Shoutout to Ethan for inspiring this idea!).
  • Unassigned on/off: Instead of just having “unassigned” be visible in the “texter” search, we’ll also add an on/off switch to filter by unassigned contacts faster. 
  • Usage: You will soon be able to view your accounts usage for the month, which will display total segments sent during the month. This will only be accessible by owners, and will be listed above “switch to texter” button on the left hand admin panel. 
  • Auto refresh: You may have noticed that you sometimes need to refresh before Spoke displays the most recent data on the page you’re viewing. We are adding auto refresh to each critical page, so you are always seeing up-to-date information. 

That’s it for now! We know you have a lot of choices when it comes to texting vendors, and so we hope to show you our gratitude through a platform shaped by your feedback! As usual, please feel free to reach out with any questions. 

   

Happy texting!

   

Scale to Win team