Contact assignment in Peer to Peer Texting campaigns.

Peer to Peer Texting campaigns allows agents/volunteers to have real-time conversations with their contacts. To make your campaign successful, it is important that your agents could reach out to all contacts and no conversation is abundant. In this article, we will discuss how the contacts are assigned to the agents in the campaign and how the unread messages are re-assigned to active agents of a campaign.

How are contacts assigned to agents?

When the agent joins the campaign, the system assigns 25 contacts from the pool under the "Reach out" tab. Once the agent has sent the initial message to all 25 contacts, another ten contacts are assigned automatically. Thus, agents can take as many contacts from the pool in batches of 10.

What if the agent does not want more contacts?

The agent can move to the "Chat" tab if they do not want to get new contacts. Also, new uncontacted contacts assigned to the agent are sent back to the uncontacted pool if they are not contacted during operational hours.

What if the agent did not send messages to uncontacted contacts?

If the agent has not sent a message to new contacts, the system will wait for 1 hour and then move contacts back to the uncontacted pool.

What if the agent has not replied to incoming messages?

The manager has an option to assign these conversations to active agents or specific agents. You may click on Auto reassign and set up the campaign to reassign unread messages to Active Agents or a specific agent.

Note: The system will assign the unread messages to any agent once they are active in the campaign irrespective of the campaign operational hours. However, this is more likely when the agent joins the campaign as the system would not allow the agent to join the campaign out of operational hours.