Troll Watch was designed to give Spoke admins visibility into messages being sent out from the account containing profanity or words commonly used by trolls. The feature can be used to quickly identify texters who should be removed from your Spoke or who may need additional training.
How does it work?
Troll Watch works by instantly identifying and flagging two specific scenarios:
Texters who edit an initial message: In order to remain TCPA compliant, texters must be allowed to edit your initial outbound message (the first message sent in your campaign). That being said, it’s rare that a texter has a legitimate reason to edit your initial outbound message. Troll Watch will immediately create a notification if a texter edits any of your initial messages. Note: this setting will be turned off by default.
Texters who send any profanity: Troll Watch will instantly create a notification if any texter sends profanity in an initial message or in a reply. The profanity filter is very comprehensive. Note: this setting will be turned on by default.
If one of these two situations is identified, Troll Watch will create a notification in the left-hand menu of the Spoke admin side. It can take up to 30 seconds for a Troll Watch notification to appear after an issue is identified.
Example of an alert from Troll Watch.
Troll Watch FAQ
I see a Troll Watch notification. What do I do now?
If you see a Troll Watch notification, you’ll want to head into Troll Watch to identify what’s happening.
Example of Troll Watch flagging two messages.
To view the campaign this individual is texting on, select the campaign name under “Campaign” to be redirected to that campaign.
To quickly review the texter’s user role or to suspend a texter, select their name under “User” to be taken to the “People” section of Spoke. From here, you can quickly change their role from whatever they are now to “Suspended” if necessary. To do this, select their current role under “Role” and move it to “Suspended”. This will immediately remove them from Spoke.
To view the messages that were edited or sent with profanity, select the phone number displayed under the “Details” section of Troll Watch. This will redirect you to Message Review where you can review the messages.
Image displaying how to access the flagged campaign, user, and conversation.
What happens if I delete a notification?
Deleting a notification removes it from Troll Watch permanently - you won’t be able to access it again.
Can I turn one or both of the notifications off?
Yes, you can enable or disable one or both alerts inside the Settings at the top right of the Troll Watch page.By default, the profanity filter will be on, and alerts for the initial message being edited will be off.
Images showing how to access the Troll Watch settings and customize which alerts you receive.
Can I add words to the Troll Watch filter?
If you want to track additional or specific words, please contact us at support@scaletowin.com and let us know more about your use case.