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Managing replies involves moving unanswered replies in your campaign to your texters for review and/or response. By default, replies from your contacts in your campaign are unclaimed.
Note: This article is intended for viewers with Admin access level or higher. If you need instructions on reply management tailored for texters and volunteers, please refer to the Texter View article.
How to Add Texters to your Account
Texters must have an account with your organization in order to manage replies. Only Organization Owners and Admins can send invitations for Texters to join your account.
To invite Texters, follow these steps:
Navigate to the People page.
Click the + Invite User button.
In the pop-up window that appears, enter the necessary information for the new Texter.
From the drop-down menu under Role, select Texter.
Click Send Invite to the Texter to join your account.
Texters will either receive an email from hello@scaletowin.com with instructions to create an account or a message from your organization with an Invite Link.
Texters must verify their email address used to create their account. This email can take a few minutes to arrive, and will be from hello@scaletowin.com.
After verifying their email, Texters will be prompted to log in to their Scale to Win account using the email address and password they used to sign up. During this process, they’ll set up two-factor authentication (2FA) for added account security. Once 2FA is set up, Texters can fully log in to their account.
Texter Link
Before sending text messages, the account Organization Owner or Admin must send a Texter Link to the Texter to grant them access to the specific campaign they will be handling replies for.
Note: You can only send a Texter Link after the campaign has finished sending.
To send a Texter Link, follow these steps:
On the Campaign Landing Page, locate the Texter Information box,
Copy the Texter Link provided.
Send this link to your Texters. This allows them to claim and manage replies with that specific campaign.
Reply Management
To claim replies from the queue, Texters must click the Request More Texts button. They will then be assigned a set of text conversations where contacts have replied to an initial message.
After claiming replies, conversations are visible on the left-hand side of the screen. From here, Texters can:
Respond to contacts.
Choose from pre-set Response Scripts.
Apply Tags to categorize conversations.
Add Conversation Notes for context.
Manage contacts by opting them out or marking them as not needing further response.
Conversations
To open a conversation, click the contact’s name.
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.
Note: Opting a contact out will remove them from your view. Marking them as ‘Not Needing Response’ will keep the conversation visible for future reference.
Tags
Next to the Responses tab are Tags. Tags are a way to track conversational data without sending a response. Texters can use Tags if the organization requests them 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 Response Scripts and Tags article to learn more.
Conversation Details
To view conversation details, click the Contact Details tab. Here, Users can add notes about a conversation, and send a conversation link to the organization’s administration.
Other Options
Texters can manually opt out a specific contact if they have requested to be opted out and made it past the automatic opt-out filter, or per the organization’s guidance around opt-outs. This would prevent 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.
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 Texters 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
When texters encounter replies they cannot answer, they can immediately escalate those conversations. This removes them from their reply queue and sends them to the appropriate inbox for further handling. Refer to our article on Escalation Inboxes for more details.
Releasing Replies
On the Campaigns page, you can choose to:
Release All My Replies
Release Replies specific to an individual campaign
This will allow other Texters 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.
