Conversations Overview page reassignments


There are two ways to reassign conversations, at the campaign level on the Conversations Overview page and the individual conversation level. This article details how to use the two reassignment strategies on Conversations Overview page:

  • Bulk Reassignment is helpful when you run large campaigns and want to move conversations across all your senders based on different statuses.
  • Reassigning from a Sender line is useful when you need to move some or all conversations of a single status to unassigned or to another sender.



TABLE OF CONTENTS


Before reassigning, add and remove senders

ThruText allows you to reassign messages among senders. If you need to add new senders before you reassign, you can add them on the Senders tab of your active campaign.

Screenshot of the tabs at the top of the Admin view of the campaign, black text on a white background. A green rectangle surrounds the word "Senders", second option from the right.


Bulk Reassign

Bulk Reassignment is done on the Conversations Overview page of your active campaign. To access the Conversations Overview page, open the Conversations tab at the top of your active campaign

Screenshot of the tabs at the top of the Admin view of the campaign, black text on a white background. A green rectangle surrounds the word "Conversations" on the right side.


On the Conversations Overview page, admins can see which senders are online and in the Messenger. Admins can use a texter's presence to decide how they want to reassign messages.

Next, on the Conversations Overview page, click the Bulk Reassign drop-down.


Screenshot of the Bulk Reassign button highlighted with a green rectangle on the Conversations Overview page. An icon of two blue arrows pointing in opposite directions is to the left of "Bulk Reassign".


This will give you access to three options, outlined below: 

  • Bulk Unassign All
  • Bulk Reassign Some
  • Bulk Reassign All

Bulk Unassign All

If you want to take all conversations away from all your senders, regardless of reply status, you can move all of them in one swoop back to "Unassigned" by selecting "Bulk Unassign All."


Bulk Reassign Some 

If you choose "Bulk Reassign Some," you can choose how many conversations, what status you'd like the messages to be in when you reassign them, and who you'd like to assign them to. At the bulk level, you can select multiple users to redistribute messages to:


Screenshot of the "Bulk Reassign Some" modal. The "Status" drop down is expanded, showing "Any" is focused and has a check mark to its left showing that it is the current selection. Below, both senders Abby and Lindsey are selected.


In the above example, there are 300 conversations total. If 6 conversations are reassigned, then regardless of their reply status, those 6 will be portioned out to Lindsey and Abby. The results would be 294 conversations in "Unassigned," with 3 conversations assigned to Abby and 3 to Lindsey. (See image below.)


Screenshot of the list of users on the campaign with "Unassigned" at the top. In the "Progress" column, 294 conversations are in "Unassigned" and 3 conversations each are assigned to Abby and Lindsey.


Bulk Reassign All

If you choose to "Bulk Reassign All," you can choose what status you'd like the messages to be in when you reassign them, and they will be divided amongst the selected senders.


Screenshot of the "Bulk Reassign All" modal. The Status drop down is expanded showing that a check mark next to "Not Started" and that it is focused with a bright pink line on the dark grey menu. Below, there are two senders, Bilal and Lindsey who have 0 conversations each..


In the above example, there are 300 conversations, 50 of which are started (of which 8 need a reply), and all in "Unassigned." By using the "Bulk Reassign All" function, I am going to move the 250 not started conversations to Lindsey. The 50 conversations would remain in "Unassigned."

In the image below, after the reassignment, Bilal still has 0 conversations. The "Reassign" drop-down menu on his line is greyed out. Lindsey has 250 conversations, so her "Reassign" drop-down menu is blue.


Screenshot of the list of users on the campaign. 50 sent conversations are in "Unassigned". Bilal has 0, and the "Reassign" drop down is greyed out on his line. Lindsey has 250 unsent conversations. Her "Reassign" drop down is blue.


Reassign from a sender line

Also done from the Conversations Overview page, reassigning from the sender line allows you to move some or all conversations from a specific sender to unassigned or another sender. Reassigning to unassigned is useful if you want to move all "Not Started" conversations to Unassigned so that they can be used for Self Assignment. 


Screenshot of a list of senders on a campaign. All 300 conversations are assigned to Lindsey, 50 of which are started.


In the above example, all conversations are assigned to Lindsey. By clicking the "Reassign" drop-down to the right of her name, I am going to move all the "Not Started" conversations to Unassigned so that other senders can use their Self Assignment "Request More" button.


Screenshot of a Reassign All Modal. In the "Not Started" has been selected from the Status drop-down and "Unassigned" has been selected from the To drop-down.


Distribute to all users

This option is unique to reassigning from the sender line. This is a quick way to move some or all of the messages from a specific user, if they, for example, let the admin know that they won't be able to text today. Then, all of the messages are divided evenly between the users on the campaign.

Screenshot of Reassign All Conversations modal. "Any" has been selected from the Status drop-down. The To drop-down is expanded, and "Distribute to all users" is shown as focused with a bring pink line on the dark grey menu.


As an example, there are 300 conversations, 50 of which are started (of which 8 need a reply), and all are assigned to Lindsey. There are 3 other texters on the campaign. In the above example, I am going to reassign all conversations in any status and distribute them to all users.

In the image below, after the reassignment, Lindsey has 0 conversations, and the 3 texters, Abby, Bilal, and Heather have 100 conversations each with varying amount of started conversations.


Screenshot of the senders on the campaign. There are 0 conversations in "Unassigned" and 100 conversations assigned to Abby, Bilal, and Heather each. Lindsey has 0 conversations.


Statuses used in reassignment

  • Any - This will move any messages regardless of status.
  • Needs Reply - This will only move conversations where a contact has replied and is in need of a reply (the conversations that are indicated with a blue dot).
  • Not Started - This will only move conversations where the initial message has not been sent yet.