The Threads page allows you to view and respond to all messages in your subaccount. From here, you can filter, view contact details, opt contacts in and out, take bulk actions, and tag conversations. 


Filter Options

Threads defaults to showing you all messages in chronological order. To narrow down, filter by the following options: 

  • Campaign: Filter threads by Campaign Name or ID. You can select multiple campaigns to refine your search. For example, find all contacts needing a response in a particular campaign.

    • The Campaign ID can be found in your URL [e.g. https://stw.app.scaletowin.com/subaccounts/subaccount-slug/campaigns/37]

  • Texter: Filter threads by actions taken by a specific Texter or user in the subaccount. Actions include manually opting a contact out/in, replying, applying a tag, editing contact notes, and marking the thread as "Not Needing a Response" or "Needing a Response." 

  • Contact: Filter threads by the contact number.

  • Tags: Filter threads by applied Tags.

  • Message Text: Filter for specific text found in either your replies or your recipient’s replies.

  • Response Status: Filter threads based on the need for a response.

  • Opt Out Status: Filter threads with contacts that are currently opted-out or opted-in.

  • Messaging Strategies: Filter by the messaging class of the sending number (10DLC, Toll-Free, Unregistered, Shortcode).

Remember to click Apply Filters to change the view. Filters will not narrow down automatically.



Handling Replies

Once you’ve filtered your messages, you'll be able to see all associated threads on the left-hand side of your screen. 


Important Note: To access Response Scripts, Tags, and Contact Details from previous campaigns, you need to switch campaigns. By default, the system displays either the most recent campaign or the one you’ve currently filtered to. To select a previous campaign, click on Change Campaign in any of the tabs.

  • Responses: Displays Response Scripts imported in the campaign creation process, with associated images and tags.

  • Tags: Displays Tags imported in the campaign creation process.

  • Contact Details: Provides access to all contact fields, a link to the conversation, and relevant conversation notes.

  • Contact History Tab: Displays all campaigns sent to that specific sender/recipient combination.

 


Opt-Outs

If a contact is opted out, a crossed-out sign will appear next to the contact on the left-hand side. If manually opted out, the person who opted them out and the time will be displayed in the thread.


To opt someone back in, click on "Opt In." This will pull up the "Opt Out Source Details." Confirm the opt-in by selecting "Reverse Opt Out."


Note: Threads involving a shortcode number will show "Unsubscribe" and "Subscribe" instead of "Opt-Out" and "Opt-in."



Viewing Shortcode Replies from Threads

Threads are created in the following scenarios:

  • When a contact is included and messaged in an outbound campaign (Standard).

  • When a current subscriber texts the shortcode, with or without a keyword.

  • When a non-subscriber texts an opt-in keyword.


Note: Non-subscribers who text your opt-out or help keywords will receive automated messages, but a thread will not be created.