The article provides a guide on how threads behave in Hustle and where to locate them.
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- What kinds of threads are there?
- Which threads appear in the Workflows tab?
- Which threads appear in the Conversations tab?
- What happens to threads when agents are removed?
- What happens to threads when contacts are unassigned?
- How do I give threads to agents?
What kinds of threads are there?
The assignment strategy of the thread is one of the main factors that determine how threads behave.
There are two types of threads.
- Assigned threads: Threads that are for goals using the Assigned messaging strategy. Assigned threads are designed strictly so only the Assigned agent can receive and message on the thread.
- Anyone threads: Threads that are for goals using the Anyone messaging strategy. Anyone threads are designed to ensure contacts receive prompt replies and so that any agent can message on threads.
For more information on assignment strategies and goals, see How do I use Hustle goals?
What threads appear in the Workflows tab?
The Workflows tab has workflows, which group individual threads and are available to agents based on the assignment strategy, the targeting of the goal, and if agents have read replies from contacts. For more information about assignment strategies and goals, see How do I use Hustle goals?
Note: Hustle recommends messaging contacts from the Workflows tab, instead of the Conversations tab, to ensure every contact is messaged promptly and conversations don’t get lost.
The two types of workflows available to message in are:
- Begin Sending Messages workflows: Also known as Initial workflows; where you begin the conversation with contacts and send the first message of a goal. For more information, see How do I text using the Hustle web app?
- Reply to...unreads workflows: Also known as Response workflows; where you reply to unread messages from contacts. For more information, see How do I text using the Hustle web app?
When a contact replies to your initial message, their response will appear in your response workflows first as a reply. Based on the assignment strategy of the goal, the reply can eventually become available to other agents in the group after a period of time set by an admin. For more information on this window of time, see What can organization admins do?
In summary, in the Workflows tab:
• If it’s an Assigned thread:
| To do workflows | Reply workflows (Unread) | |
| Number of threads issued in each workflow batch | 100 | 10 |
| How long does each workflow batch stay with you? | 60 minutes; if the thread stays open for 20 minutes with no activity, the sessions will time out, but the workflow batch will stay available until 60 minutes has passed. |
Assigned threads stay with the agent they’re assigned to. After 20 minutes, sessions will time out and: • Unread threads will remain available via reply workflows. • Read threads will be available in the Conversations tab |
| Threads that appear | Every contact assigned to you in the group, subject to the goal’s targeting, that hasn’t been messaged for that particular goal. | The unread replies of contacts you’ve messaged (Whether or not the contact remains assigned to you.) |
• If it’s an Anyone thread:
| To do workflows | Reply workflows (Unread) | |
| Number of threads issued in each workflow batch | 100 | 10 |
| How long does each workflow batch stay with you? | 60 minutes; If the thread stays open for 20 minutes with no activity, the sessions will time out, but the workflow batch will stay available until 60 minutes has passed. |
After 20 minutes, sessions will time out and: • Unread threads will be available via reply workflows (potentially for other agents as well). • Read threads will be in the Conversations tab of the last agent who messaged on the thread. |
| Threads that appear |
• Every contact targeted in the goal.
|
• The unread responses of contacts that replied to your initial message and are still within the response window set by the organization admin in the org’s settings. By default it is also set as 20 minutes. |
What threads appear in the Conversations tab?
The Conversations tab allows agents to search for specific threads they’ve managed so they can make changes including applying tags, opting-out contacts, editing a contact's profile, marking a lead action, or following up on a conversation at a later day or time. Threads in the Conversations tab may not be available in the Workflows tab due to many factors; however, the main reasons involve the assignment strategy of the goal (Anyone vs Assigned) and the status of the conversation (read or unread).
Included in the Conversations tab are:
- Threads where you were the last agent to text the contact.
- Threads for every contact who is assigned to you.
Note: Hustle doesn’t recommend using the Conversations tab to manage the replies of active goals; use the Conversations tab to review captured data and if necessary to message on specific threads as needed.
There are two filters for the Conversations tab; the results will include both Assigned and Anyone threads.
- All: Results of the All filter include all Assigned threads and Anyone threads where you were the last agent who messaged on the thread.
- Unresponded: The Unresponded filter includes threads from the All tab, where the last message on the thread was from the contact.
Note while reviewing the Conversations tab:
- Since threads are group specific, some contacts may have multiple threads in the Conversations tab with multiple conversation histories.
- Opening a conversation will mark the thread as read and it will be removed from reply workflows. Once a conversation has been marked as read, it’ll be available for review in both the All and Unresponded tab of the last agent who messaged on the thread.
In summary, in the Conversations tab:
• If it’s an Assigned thread:
| All filter | Unresponded filter | |
| Threads that appear |
• Threads for every contact assigned to you.
|
All the Unresponded threads of contacts (read or unread) that you’ve messaged. (Even if the contact is no longer assigned to you.) |
• If its an Anyone thread:
| All filter | Unresponded filter | |
| Threads that appear | Threads for every contact where you were the last agent to message on the thread. (Whether or not the thread has been read or responded to) |
• Both Read and Unread replies where you were the last agent to message on the thread and the last message was from the contact (no matter who read the thread.)
|
What happens to threads when agents are removed?
When an agent gets removed from a group, depending on the assignment type, threads may no longer be available to agents in the group.
- For Assigned threads: Threads are removed permanently.
- For Anyone threads: Only unread messages will be available for other agents in the group via Reply workflows after the response window passes.
What happens to threads when contacts are unassigned?
When contacts are unassigned, any threads they've had with agents in assigned goals will be active and available for review in the agent's Conversations tab.
For more information on unassigning contacts, see How do I unassign contacts?
How do I give threads to agents?
Using the Conversation Review in the Admin Panel, admins can give threads from Anyone goals to other agents in case the owner of the thread isn't available.
To give a thread to another agent, open the thread in the current agent's conversations and click Send to agent.
After choosing which agent should reply, the thread will move to the new agent's Conversations tab. Additionally, a URL to that agent's conversations will pop up which admins can Copy so they can easily let the new agent know they have a new thread.
• Only threads in Anyone goals can be sent to another agent.
• Only available threads can be sent; threads in active workflows can't be sent or shared.