How to view your conversations and clean up campaigns

As an admin, you can view conversations that are taking place in your ThruText campaigns. This allows you to view each thread and cleanup after senders if they've missed something or made a mistake. Campaign cleanup can be a part of Campaign Sweeping

To do so, within your campaign, you will click on the "Conversations" tab to access the Conversations Overview.

Conversations that have not had their initial messages sent or conversations that have had at least one reply are viewable in the conversation list. Conversations that have had their initial message sent but have not yet received a response will not be viewable in the conversation list view.  In order to view all conversations that have had their initial messages sent would be to do a campaign message export.

From the Conversations Overview, you can view the total number of conversations, conversations not started, and conversations that need replies. 

  1. You can view or search all senders assigned to the campaign and the number of conversations connected to them.
  2. You can use the "Bulk Reassign" option to reassign or unassign conversations. 

If you click on a sender's "Manage Conversations" link, it will show you all of the assigned conversations.

  1. You can click on each contact's name from the left sidebar to read the conversation thread.
    • You can also search via contact name or set your sort preference for contacts via the left sidebar as well:
  2. You can reassign some conversations to a specific sender from the left sidebar "Reassign Conversations" button.
  3. You can reassign or opt out a specific contact from the upper right side button options.
  4. You can view attached survey questions and responses or recommended replies from the right sidebar.

admin conversations view

A green dot next to a contact name indicates a message from a contact that has not been responded to yet. A lot of green dots could mean that your senders have missed a lot of replies that have come in, and perhaps have not recorded the data that has come in with them. By using the Conversations Overview, you can double check how many replies are awaiting a response.

Note that In the image above, you can see that the data from Cara's conversation is recorded correctly in the far right column. However, in the case that data is NOT recorded correctly, you as the admin can add or change the sender's initial survey answers.

admin conversations view

In the example above, you can see that Cara chose option 03 at first, but then realizes option 02 would actually be best. Originally, "Option 03" was still check marked as the answer. As the admin, you can click on that "Option 02" button to provide an update:
volunteer conversation survey question example

You can also use the message content box or the recommended replies to text the contact back if you so desire:

recommended replies button from conversations tab

In addition, you can manage opt-outs or reassign a single conversation from within the admin conversation tab. For example, if one of your senders opts a contact out incorrectly or forgets to opt them out, you can use the opt out button on the top right to record their opt-out status correctly:

complete opt out button If the blue confirmation "Opt Out" button was selected, the display screen will change to "Opt In" and you can opt the contact back in:

complete opt out

If you'd like to move that particular conversation to another sender or back to unassigned, you can use the reassign button next to the Opt Out button:

manage conversation: reassign button

You can then choose where you'd like the conversation to go:

reassign conversation sender selection

Please check out our video on Campaign Clean Up to see the conversation view in action.