TABLE OF CONTENTS |
The Threads page allows you to view and respond to all messages in your subaccount. From here, you can reply, filter, view contact details, opt contacts in and out, take bulk actions, apply tags to conversations, edit contact notes, and mark conversations as "Not Needing a Response" or "Needing a Response."
Note: The full Threads page is only accessible to users with Admin access levels or higher. If you need instructions on reply management tailored for texters and Supervolunteers, please refer to the Texter View article.
Filtering Threads
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.
Note: 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.
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).
Note: Remember to click Apply Filters to change the view. Filters will not narrow down automatically.
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.
Reply Management
Once you’ve filtered your messages, you'll be able to see all associated threads on the left-hand side of your screen.
Conversations
To open a conversation, click the contact’s name.
Note: The blue message box on the right-hand side displays the initial message sent by your organization. The white message box on the left-hand side shows the contact’s response.
Responses
Click the Responses tab at the bottom of the page to view the pre-written responses your organization created for this campaign.
Scroll through the list or use keywords to search for a specific response.
Click on your chosen response to select it.
Alternatively, users can type a custom response into the Your Message box. However, it’s recommended to check with your organization before sending a custom reply.
When ready, click Send.
Users can also type a response into the Your Message box; however, check with your organization before sending a custom response. Then click Send when you're ready to send your reply.
Refer to our Response Scripts article for more details.
Tags
Next to the Responses tab are Tags. Tags are a way to track conversational data without sending a response. You can use Tags to mark conversations without sending a response.
For example, if a contact responds with “Wrong number”:
Click the Wrong Number Tag.
Click Save Tags to record that data.
Tags are created at the Subaccount level and can be unique to each campaign. Users won’t necessarily see the same Tags in all campaigns. Refer to the Tags article to learn more.
Conversation Details
To view conversation details, click the Contact Details tab. Here, you can add notes about a conversation, and send a conversation link to your organization’s administration.
Opt-Outs
You can manually opt out contacts who request it, or per your organization’s guidance. This prevents the contact from receiving messages from the organization in the future. Click the Opt Out button and a message box will pop up. Then, click Confirm Opt Out to complete the action.
To remove the conversation from the replies queue, click Mark As Not Needing Response. This ensures the conversation cannot be claimed by another Texter in the future.
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. Refer to our Opt-Outs and Strike Lists article for more details.
Note: Threads involving a shortcode number will show "Unsubscribe" and "Subscribe" instead of "Opt-Out" and "Opt-in."
Note: Opting-out a contact will remove them from your view. Marking them as Not Needing Response will keep them in your view so you can refer back to the conversation.
Escalation Inboxes
The Escalation Inbox feature allows users in your account to escalate conversations they aren’t equipped to handle. Admins can create designated inboxes for specific situations, such as Spanish Speaking, Voter Protection, Hostile, etc. Refer to our article on Escalation Inboxes for more details.
Releasing Replies
On the Campaigns page, you can choose to: Release All My Replies or Release Replies specific to an individual campaign. This will allow other users to claim those replies. Threads are automatically set to release after one hour, unless you extend the assignment directly within the thread.
Texter Warnings
If it is outside of Texting Hours for that campaign, a warning will appear in the Message Text box - Campaign is outside of Texting Hours.
Refer new users to our Creating a Scale to Win Text Account article for further instructions.
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.