P2P texting campaigns are now on CallHub's mobile app! Here's how agents can use the app to send text messages and engage with contacts.
As we work to improve campaign executions keeping in mind the user's convenience, accessibility, and availability, we also want to ensure the agent onboarding, training, and adaptability go without a hitch. As a result, we have launched Peer to Peer Texting Campaigns on the CallHub Mobile App!!
This move was made to assist campaign managers in increasing agent availability, lowering campaign operating costs, and enabling agents to send messages whenever it is most convenient for them without relying on additional devices like laptops or tablets.
You may download the CallHub Mobile App from Playstore for Android and App Store for iOS devices. If you are already a part of the campaign as an agent, use the agent username and password to log in to your Mobile App.
How to send messages as an agent from the CallHub Mobile App?
Once the campaign manager has set up the campaign and assigned you as an agent to the campaign, you need to go to the Mobile App and log in with your agent login credentials. Please note that you can see the campaign on your dashboard only if it is Started.
If you do not remember the password of your CallHub agent account, you may reset the password to move forward.
Here, you need to tap on the Peer-to-Peer Texting Campaign card and click on "Start Messaging" to send messages to your contacts. You may scroll through the Campaign Brief to get acquainted with the initial messages and survey questions.
Note: The Peer-to-Peer Texting Campaign will have an SMS icon on the left corner of the card.
Sending Initial messages -
Once you have tapped on "Start Messaging," you will receive a list of contacts. You need to click on "Send message" to start sending messages to your contacts.
Once the list is complete, a popup will appear, prompting to select whether to send more initial messages or respond to the contacts that have replied back. You may choose one of these options to move forward.
Handling Incoming Responses -
You can navigate to the "Chat" section of your dashboard to reply to the incoming messages from the contacts that have received initial messages. Here, you may edit the responses after they are appended to the text editor or add emojis based on the type of conversation. You need to click on "Send" to send your response to the contact.
Note: Pending tab shows contacts that have not received initial messages, and the Chats tab shows the list of contacts that have responded to the initial messages.
Text Editor Options -
The text editor includes options to add Saved replies, emojis, merge tags, or images. By clicking on the two-way arrow above the "Send" button, the chat window will expand to the size of the mobile screen allowing the agent to check the complete response in one go and send it to the contact.
Recording and Saving Survey Responses -
As and when the contacts respond to the initial messages, you may send them the survey questions and record the responses for the same. To append the questions to the conversation, you need to click on "Add to Chat" in the survey tab for each question.
Based on the responses, you may record the answers and click on "Save" to save the surveys. You need to follow the same steps for every question added in the survey tab.
Saved Replies/Templates -
Your campaign manager might have anticipated a few responses and have added them as a saved reply. To directly access those responses, you can tap on the Saved Replies option on your screen to select a pre-saved reply and append it to the conversation.
In the Saved Messages tab, you may click on "Recommended Templates" or "My Templates" and tap on a template to add it to your chat. Tap on the "Send" button to send the message to the contacts.
Marking Conversations as Complete -
After saving the surveys, notes, and any additional details, you can mark the conversation as "Completed." By marking the conversation as "Complete," the system will close the conversation with a green tick across the contact's name.
Note: Images used in this article are only for representation purposes.
Handling Opt-out messages -
If a contact responds with a STOP, UNSUBSCRIBE, CANCEL, or any relevant keywords that suggest opting out of a campaign, you may tap on the Opt-out button to Opt-out the contact from your list. This way, the contact will be added to the DNC list of the CallHub account.
The below image represents how to Opt-out a contact from the ongoing campaign.
Profile and History Tab -
In the profile tab, you will be able to view additional details of the contact, such as the number, email, and all the additional details based on the privacy settings set up by your campaign manager.
In the History tab, you can find the previous conversations of the contact (if any) if they were contacted from any campaigns linked to your admin account.