Imagine this: You just finished setting up your Hustle goal. You’re ready to take on the world one text message at a time. You open your phone and you or your Agents don’t see your newly created, should-be-active workflow. How frustrating! Well don’t fret, this article is going to run you through the most common reasons for your lack of an active workflow.
What Could Have Happened?
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The Workflows Close At date, may have been set to a past date/time. Double check the Workflow Available At and Close At window! When you're creating your goal, make sure that the Workflow Close At date of your goal is set in the future (within 28 days) so workflows are available.
🚨 Note: If these dates are not accurate (with a close at date & time set in the past), agents' workflows will show as 'Completed' at web.hustle.com
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Batches are all owned! Unassigned contacts in initial workflows are "given" to agents in batches of 100. After an agent is given a batch of 100 texts, that batch is locked to them for 20 minutes. If the agent doesn't complete sending all 100 initial texts in their batch, the batch lock will expire and the leftover texts will be available for another agent to claim/send 👍
It appears that initial Workflows aren’t currently available for some agents in this goal because they are already owned by other agents. If you have less than 100 texts per agent, this will mean that not all agents will initially be able to claim a batch of messages.
However, these agents will have the chance to access any unread messages that exceed the response window, provided they get there first! 🏃♀️These unread messages will be collected in batches of 10.🚨 Note: If you launch a goal and THEN assign contacts to agents, those threads may be locked for 20 minutes before the agents can access them. After 20 minutes, the messages will appear in the agent's workflows though.
- The targeting is using a Custom Field which is blank in your CSV. This phenomenon is called ‘silent targeting’ and it happens to even the most seasoned Hustle super-users. Always be sure to check your targeting before you start sending messages out!
- You’re not added as an Agent to this workflow. Admins must add Agents before the workflow is created in order for you to send messages.
Next time you find yourself in a situation where you can’t access your Active workflow, take a look at the above notes to troubleshoot what went wrong or reach out to your admin!