For organizations using Broadcast or Dialer (or both!), the Inbox is available to account and organization admins to manage conversation threads in one convenient place 💪 For information on getting set up with Broadcast, check out How do I get started with Broadcast?
- How do I get to the Inbox?
- How do I set up the Inbox?
- How can I review conversations and send messages from the Inbox?
- How can I make changes to the Inbox?
- Where can I export my Inbox data?
How do I get to the Inbox?
Once Broadcast, Dialer, or both have been enabled for your organization, account and organization admins can access the Inbox from the left navigation panel in the admin panel.
For more information on Broadcast, see How do I get started with Broadcast?
For more information on Hustle's Dialer, see How do I get started with Dialer?
How do I set up the Inbox?
In the Inbox, admins will be prompted to add a TCR campaign and a phone number to use for messaging. This will be the TCR campaign that is associated with any Broadcast or Dialer goals sent from your organization, and the phone number messages and calls will come from.
To set up an inbox:
1. Select the organization where you want to launch a broadcast
2. From the organization menu, go to Inbox > Setup Inbox
3. Select an area code for the phone number you want to use for Broadcast / Dialer goals, then Save.
Note: Phone inventory in specific area codes is not guaranteed. If an area code is not available, the page will display a warning.
4. Next, associate your new phone number with a TCR campaign from the Inbox Phone Settings. To apply a TCR campaign to the Inbox phone number, go to Settings > Inbox > Phone Settings > Edit > select a TCR campaign > Save
Note: If the organization does not yet have an approved TCR campaign, you will not be able to complete the Inbox Setup. You may be able to select the TCR campaign, but if it is still awaiting carrier approval, the below banner will show, and broadcast goals cannot be launched until the campaign is approved. Dialer goals can be launched, but agents will not be able to send any text messages until there is a TCR campaign associated.
How do I register for 10dlc with Hustle? for more registration details.
Once Inbox Setup is complete and the TCR campaign is approved, if enabled organization and account admins can launch broadcasts from the Broadcast tab of the organization menu, and dialer goals from the Dialer tab of the organization menu 🥳
How can I review conversations and send messages from the Inbox?
Access the inbox by selecting Inbox from the left organization menu. All conversations from Broadcast and Dialer goals will be available to account and organization admins via the Inbox. From the Inbox admins can send messages, apply tags, edit contact names, add notes and follow up comments, and opt out contacts.
The Inbox has three different views available 👀
Replies: Contains the message threads of all the recipients who have responded to your broadcasts (as seen above), excluding opt outs.
All: Contains the message threads for all of the recipients of broadcasts sent from your organization (excluding opt outs), including contacts who did not respond.
Opted out: Contains only the message threads of folks that replied to a broadcast with opt-out language and were removed from future messaging.
Admins can search the Inbox for messages by individual word search and phrases 🔎 To start, from the Inbox, click the blue Search button in the top right.
Search results can be filtered by date range and the direction of the message (inbound / outbound).
Each search will create a new tab in the inbox to persist the results of the search. Click the blue
New Search button to start a new search in a new tab. Additionally, search results can be shared via the url of the page with other admins 🥳
Click into conversation threads to view messages and contact details including name, phone number, tags, notes & follow up comments.
To send a message from the Inbox, click into the message box, type a message, then click Send. Any messages sent from the Inbox will come from the Inbox phone number.
In the right-hand Contact Profile section, admins can add or remove tags by clicking + Add Tag, click the pencil icon on Contact Info to change contact first and last name, add notes and follow up comments, and review custom field data.
To opt out contacts from the inbox, select threads from the desired View, then click Opt Out. 🛑 Important: Opt outs are permanent, so please be sure you don't want to message that lead again from your organization before proceeding.
How can I make changes to the Inbox?
To adjust Inbox settings, navigate to Settings from the left organization menu. Then go to the Inbox tab. From Basic Info, click the more options "..." > Edit to change the name for your Inbox.
Under Phone Settings you can see the phone number set up for the Inbox. This is the phone number all messages sent from the inbox will originate from. To change the TCR campaign or set up forwarding for inbound calls for the inbox, select more options "..." > Edit.
Where can I export my Inbox data?
Message data from the Inbox is available via the Account Usage Report, Organization Usage Report, and Messages Export. For integrated contacts, messages sent via the Inbox will sync to your Salesforce, Blackbaud Luminate, and VAN integrations 🙌
If you have questions about your remaining message allowance, contact your client success manager. If you do not know who your client success manager is, contact email@example.com