Peer-to-Peer Texting Campaign for Agents

Assigned to a Peer-to-Peer (P2P) Texting campaign? This guide walks you through your full workflow as an agent: sending your first batch of texts, replying to contacts, recording survey answers, and closing out conversations. 

P2P texting works because every message comes from a real person (you), so contacts get a genuine one-on-one conversation instead of an automated blast. Done well, you can expect faster replies, higher response rates, and cleaner data for your campaign manager.

Whats needed

• You need an agent account for your CallHub organization. Your campaign manager creates this and shares your login credentials (or you sign up through the invitation email they send).
• Your manager must have assigned you to at least one active P2P Texting campaign. If your dashboard shows no campaigns, check with your manager.
• Texts can only go out during the campaign's scheduled window (for example, Jul 28 to Aug 21, 12:00 am to 11:59 pm). The schedule appears on each campaign card on your dashboard.
• Sending the initial texts for a batch of 100 contacts typically takes just a few minutes; plan the rest of your shift for replying to incoming messages.

⚠ Opting a contact out is permanent for the campaign. The contact is added to the Do Not Contact (DNC) list and you cannot text them again from this campaign. Only use Opt-out when a contact clearly asks to stop receiving messages. Honoring opt-outs promptly keeps your organization compliant with texting regulations (TCPA) and protects its sender reputation.

Log in and open your campaign

1. Log in to the agent console with the credentials your campaign manager shared.
2. On the Dashboard, find your campaign under Available campaigns. Each card shows the campaign name, its schedule, and the number of pending texts.
3. Click Join to enter the campaign. If you have worked this campaign before, the button reads Resume instead.

Send the initial texts

1. Click Start Texting to begin sending the campaign's initial message to your assigned contacts.
2. Send the message to each contact in your queue. You get contacts in batches of 100; when you finish a batch, the system automatically assigns you the next 100 until the campaign's contact pool runs out.
3. Keep working through your queue steadily. Contacts you leave untouched for too long may be reassigned to other agents.

The initial message is written by your campaign manager, so you can send it as-is. The composer shows a live character counter (for example, 0 Segments • 0/160) so you always know how many SMS segments a message will use.

Reply to contacts from the Chats view

1. When contacts reply, open the Chats view for your campaign. All conversations appear in the All contacts list on the left.
2. Use the Status filter or the Start date and End date fields at the top to narrow the list, or find a specific person with Search Contacts.
3. Click a contact to open the conversation.
4. Type your reply in the Enter Message box and click the send button. To answer common questions faster, open Saved Replies from the composer toolbar and pick a pre-written response from your campaign manager. Personalize it where you can; a human touch is the whole point of P2P texting.
5. Use the merge-field button ({ }) in the composer to insert contact details like a first name, and the image button to attach a picture if your campaign supports it.

The Chats view: contact list, conversation thread, and the Survey panel side by side.

Record survey answers

1. With a conversation open, look at the panel on the right and select the Survey tab. It shows the campaign's questions, with a counter of how many you have answered (for example, 0 of 2 answered).
2. As the contact answers, type or select their response under the question shown in Up Next. Questions still to come are listed under Remaining.
3. To send a survey question to the contact as a text, click Add to conversation.
4. Click Save to record the answers.

You can also check the Profile tab for the contact's details and the History tab for their past interactions.

Close out the conversation

1. When the conversation has reached its natural end, click Complete at the top of the right panel. This marks the conversation as resolved.
2. If a conversation needs a manager's attention (a tough question, a complaint, a hot lead), click Escalate instead so your campaign manager can review it.
3. If the contact asks to stop receiving texts, click Opt-out at the top of the conversation. You can choose whether to send a confirmation message letting them know they've been added to the DNC list.

You'll know your shift went well when your campaign card shows 0 pending texts, every conversation you handled is marked Complete (or escalated), and the Survey tab for each contact shows all questions answered.

Notes & limits

ⓘ Contacts are assigned in batches of 100. A new batch arrives automatically only after you finish the current one, so an empty queue mid-shift usually means the campaign's contact pool is exhausted.

ⓘ You can only send texts within the campaign's scheduled window. Outside those hours, wait until the schedule reopens.

✓ Reply quickly. Contacts respond best within minutes of texting back, and fast replies are what set P2P texting apart from bulk SMS.

✓ Lean on Saved Replies for speed, but tweak the wording so it sounds like you. Contacts can tell the difference.

FAQs

What happens when I finish my 100 contacts? 
The system automatically assigns you the next batch of 100. This continues until there are no unassigned contacts left in the campaign.

Can I take back an opt-out? 
No. Once you opt a contact out, they're on the DNC list for good. Double-check the contact's intent before clicking Opt-out.

What's the difference between Complete and Escalate? 
Complete closes a conversation you resolved yourself. Escalate flags it for your campaign manager, for questions you can't answer or issues that need their judgment.

Do I have to write every message myself? 
No. The initial text and Saved Replies come from your campaign manager. You write freehand only when a conversation calls for it.