Peer to Peer texting campaign as an agent

Peer-to-Peer (P2P) texting campaigns allow agents to engage directly with contacts in real time, sending personalized messages and responding to replies. Using the CallHub agent console, agents can efficiently manage conversations, track responses, and record outcomes, making outreach more effective and organized. This guide walks you through the steps to participate in a P2P campaign and handle contacts professionally.

Steps for Agents

1. Log in to the Agent Console

   • Access the CallHub agent console using your credentials.

2. Join the Campaign

   • Click on the "JOIN" button to enter the campaign.
     

3. Start Texting

   • Once inside the campaign, click on "Start Texting" to begin sending messages.
     

How Contact Assignment Works

• Initial Assignment:

  • Each agent receives an initial batch of 100 contacts in the Pending tab.

• Automatic Reassignment:

  • After sending initial messages to all 100 contacts, the system automatically assigns another batch of 100 contacts.

• Continuous Engagement:

  • Agents continue receiving contacts in batches of 100 until the entire contact pool is exhausted.

Tip: Ensure you actively message assigned contacts so they don’t remain in the pending pool or get reassigned unnecessarily.

Managing Conversations

• Chats Tab:

  • After sending initial messages, conversations appear in the "Chats" tab.
    

• Responding to Contacts:

  • Navigate to the "Chats" tab to respond to contacts who have replied.
    

• Saved Replies:

  • Use Saved Replies provided by the campaign manager to quickly respond to common queries.

  • Click the Saved Replies option in the text editor to select a predefined response.
    

• Marking Conversations:

  • Once a conversation is complete, mark it as "Completed" to keep your workflow organized.

Note: Use Saved Replies appropriately; always personalize messages when possible to maintain engagement quality.

Handling Opt-Outs

• Opt-Out Option:

  • If a contact wishes to stop receiving messages, select the Opt-out option.

• Acknowledgment:

  • Decide whether to send an acknowledgment confirming the contact will be added to the Do Not Contact (DNC) list.
    

Tip: Always respect opt-out requests to maintain compliance and preserve your organization’s reputation.

By following these steps, agents can efficiently participate in P2P texting campaigns, manage conversations professionally, and ensure contacts receive timely and appropriate responses.

If you need assistance using the agent console or have questions about managing contacts, our support team is ready to help. You can submit a request, use the live chat on your dashboard, or email support@callhub.io.