An agent's guide to Peer to Peer texting

This guide walks you through everything you need to text contacts in a Peer to Peer campaign. Every campaign is set up a little differently, so each section begins with a question for your campaign manager. Their answer will help you know what to expect during your session.

Your sending mode

On the left of your screen is a black bar with two tabs: Pending, where initial messages are sent, and Chats, where you reply to contacts. Your campaign uses one of these three modes.

Manual mode

Open the Pending tab. It shows one contact at a time with the initial message ready. Edit it if you need to, then click Send Initial Message and the next contact appears. When your batch is done, a popup asks what next: Send Initial Messages gets more contacts assigned to you, and Go to Chats takes you to the Chats tab to answer the people who replied.

Autosend mode

Initial messages are sent automatically, so the Pending tab only shows that they are being sent, or that there are no more contacts. Your work is on the Chats tab, where contacts who replied are already assigned to you. Pick a conversation from the list and continue it.

Broadcast mode

Your Chats tab starts empty and shows how many contacts are waiting for a reply. Click Start texting contacts to claim a batch, and those conversations are yours to answer. Once you've read 80% of the conversations you claimed, you can click Claim More Replies at the top of the Chats tab to take another batch.

Handle replies

When a contact replies, their conversation appears on the Chats tab, and that is where you reply to them. How you reply depends on whether Elevate is enabled, and which reply handling mode your campaign manager has chosen. If Elevate is off, you reply manually.

Reply handling

Reply to many at once

Filter your conversations by status, such as Unresponded or Unread, or by a suggested reply to group contacts who need a similar response. Then answer them in bulk. Tick each contact you want to include. There is no option to select all in one click. An orange bar appears with Add tag(s) and Send bulk message. Send bulk message opens a window where you pick a saved reply or write your message, then click Send to answer them all in one go.

Escalate

Call

Opt-outs

When a contact asks you to stop texting them, they are tagged DNT (Do Not Text) and won’t receive any more messages.

• Smart Opt-Out on: replies like “Stop texting me”, “Please remove me” or “Don’t text me” are tagged DNT automatically.
• Smart Opt-Out off: only a reply of STOP is tagged automatically. For anything else, click Opt-out to tag the contact yourself.

Profanity filtering

When a contact sends a message with profanity or abuse, it is filtered. Depending on your campaign's settings, the contact may be opted out automatically or the message sent to a moderator. If the conversation stays with you, follow your team's rules, and click Escalate if you need your manager's help.

Survey answers and tags

Record the contact’s answers in the Survey panel.

Add tags to record useful details or outcomes. To tag several contacts at once, select them and use the bulk tagging action.

Ask your manager whether any saved replies are linked to survey answers. If a saved reply is linked to a multiple-choice or multiple-select answer, using that reply automatically saves the linked answer. Enter any remaining answers manually, then click Save. If no replies are linked, enter all answers manually and click Save.

Contact details and history

Your manager decides, field by field, what you can view and what you can edit in a contact's profile. You can also view their contact history. Use it to understand earlier conversations and keep their details up to date. The demo below shows the difference between view and edit access.