How do I use P2P Goals (Beta)?

This article provides info on how to set up an organization to launch P2P goals to send messages from your inbox 📢

P2P goals (in beta) offer an optimized combination of everything Hustle does best: With P2P (short for peer-to-peer), agents can send initial text messages in batches and reply to contacts in the web app, with all functions managed at the organization level instead of within individual groups. 

To learn about other goal types, see

• What type of goal should I use? 
• How do I use Group Goals? 
• How do I use Broadcast Goals?
• How do I use Dialer goals?

Skip to:

• What do I need to get started with P2P goals?
• How are P2P goals different from Group goals?
• How do I set up and launch a P2P goal?
• How do I set up link tracking in a P2P goal?
• How do I schedule a P2P goal?
• How do I edit an active P2P goal?
• How do I pause or end a P2P goal?
• How do I duplicate a P2P goal? 
• What data is available for my P2P goals?
• How do agents send messages in P2P goals?
• Where can admins access conversation threads for P2P Goals?
• FAQ’s

What do I need to get started with P2P goals?

Before you create your first P2P goal, here’s what you’ll need to have set up for your Hustle organization: 

1. 10DLC Registration: A TCR campaign is required for all US orgs to send text messages in Hustle goals. Check out The 10DLC Compliance Guide and email support@hustle.com to get started. 
2. Inbox: An inbox set up with a phone number and TCR campaign (for US orgs only). A phone number and TCR campaign are required to send text messages. For inbox setup instructions please see How do I use the Inbox? 
3. Agents added to Groups: You choose which agents send messages in a P2P goal by selecting their Groups, so agents need to be in at least one Group first. For detailed setup instructions, check out Adding a Group to your Organization.
   1. After setting up their accounts, Agents will use the Hustle web app web.hustle.com to text in P2P goals. 
4. Textable Contacts: P2P goals can only target textable contacts in your organization.
5. Account or organization admin permissions or manager permissions toggled: Managers will need permission granted by an account or org admin to draft and launch P2P goals. 

How are P2P goals different from group goals?

P2P goals use agents to send messages, but work differently from group goals in a few important ways. Here are differences to be aware of: 

• Where to create and find them: P2P goals are created and launched from the P2P page which can be accessed from the left admin menu, not inside a group. Account and organization admins can create P2P goals from the admin panel P2P tab.
• How you choose which agents will send messages: One P2P goal can use agents from multiple groups. Add Group Agents on the goal form allows selection of one or multiple groups’ agents.
• Workflow batches: Hustle batches initial messages into workflows for agents to send. With P2P admins can choose how many initial messages each batch will contain (1–100, default 10). Agents will click send only once to send a whole batch. Agents can’t edit or review each individual message before Send as in group goals. 
• Claim time for conversations: For P2P goals a Thread Ownership Time Limit can be set for each goal (default 60 minutes). 
• Two end dates: Each P2P goal has an Initial Workflow End and a Reply Workflow End. This will dictate how long each type of workflow will be available to agents. 
• Limits: P2P goals aren’t subject to the 100k contact group limit so they can target a larger audience and help avoid TCR campaign limits by using fewer groups to send messages. 
• Agent app: Agents find P2P goals in the Text Workflows (Beta) tab and group goals in the Text Workflows (Classic) tab.
• Web app only for P2P: Agents can text P2P goals from the web app only; mobile app is not currently supported. 
• Targeting locks at the time of launch: After a P2P goal launches, its targeting (the list of contacts who will be included in workflows) cannot be changed. Group goals have dynamic targeting, while P2P, Broadcast, and Dialer goals do not. 
• Scripts: Admins will set an Initial script only for P2P goals, but can add any additional scripts they want available to agents for the goal. 
• Assignments: P2P goals disregard agent-contact assignments. Conversation threads will be first come first serve, but admins can control the initial workflow batch size, max threads per agent, and thread ownership time limit. 
• Lead actions: P2P goals do not collect yes and no lead actions like group goals. 
• Script edits by agents: Agents will not be able to edit script templates before they send messages in P2P goals.
• Thread availability: Conversation threads in P2P goals are not available to agents in the Conversations tab. Once an agent completes replies, those threads will no longer be available to the agent. 

• Who can draft and launch goals: Managers will need special permissions granted by an account or org admin in Settings to draft and launch P2P goals.

   

How do I set up and launch a P2P goal?

Admins can create a P2P goal from the P2P page in the admin panel. Follow these steps:

1. Click P2P in the left navigation, then click Add P2P Goal. 
2. In the General section, enter the following information:
   1. Name 
   2. Description (optional)
   3. Select the Inbox that messages will be sent from.
   4. Start Date & Time (when goal will move to Active, targeting will lock, and initial workflows will become available to agents in the web app) 
   5. Initial Workflow End Date & Time (agents can send initial messages in the goal until this end date/time)
   6. Reply Workflow End Date & Time (agents can reply to contacts until this end date/time). 

Note: The Reply End Date must be equal to or after the Initial Workflow End Date. We recommend allowing enough time for your agents to field replies before the Reply End Date, which will remove their access to all messages for the P2P goal.

3. In the Contacts section, choose which contacts you’d like the goal to target. 

Select from the available targeting filters Tags, Custom Fields, Groups, Contacts, Broadcast Goal Results, Dialer Goal Results. 

Coming soon: Audiences targeting filter! Check out How do I use Audiences? 

Default targeting filters. All p2p Goals will have two default targeting filters set: 

• Who are textable - P2P goals can only target textable contacts. 
• In active groups - excludes contacts in archived groups from the targeting. If this is removed, please note the goal will target all contacts across all groups in the organization, both active and archived. 

P2P goals can also retarget contacts from previous Broadcast or Dialer goals in the organization. From the Contacts section of the p2p goal form, admins can add a filter for Dialer Goal Results or Broadcast Goal Results. Retargeting on previous P2P goals is not yet available.

Note: In P2P goals targeting is locked at the time of launch, so contacts added after launch that match the targeting will not be added to workflows for the goal.

4. In the Agents section, use the Add Group Agents dropdown to select the group(s) whose agents will send messages. Select one or multiple groups. 

5. Set the following for your agents: 

• Initial Message Batch Size (1–100, default 10) - The number of initial messages each agent will send at a time, from 1 message per click up to 100.. 
• Max Threads Per Agent - The maximum number of conversations an agent can claim at one time. Leave blank to allow unlimited claims. If using, ensure there are enough agents added to the goal to message to all targeted contacts. 
• Thread Ownership Time Limit (default 60 minutes) - The length of time an agent can own a conversation before it is released to other agents in the goal.
• Agent Instructions (optional)

6. Optionally, add a trackable link for your P2P goal. Skip to How do I set up link tracking in a P2P goal? 

7. Add your scripts. For advice on writing scripts, check out How do I Write Scripts? 

Note: The variable for <Opt Out: Stop to Unsubscribe> defaults to “Stop to unsubscribe” in the script body. Account admins can edit this language from the Account Settings -> Contents & Templates -> Opt Out Language. The opt out language set at the Account level will apply to all organizations in the account.

8. Click Save Draft to save P2P Goals as drafts to preserve your work. You can go back and edit more before you are ready to launch. 

9. The Review page will show all the details for your P2P goal. To make any changes, click Cancel and Continue Editing. Otherwise, hit Continue and type the leads targeted number to confirm and launch your goal! 

How do I set up link tracking in a P2P goal?

Adding a trackable short link will allow admins to track clicks on a link in a P2P goal. Admins can add the short link for a P2P goal in the Link Tracking section, by clicking Add Link.

Admins can further customize the short link for their script:

• Name: The name of the variable that can be inserted into script (example: ‘Link’)
• Destination URL: The URL where you want users to go (must include http:// or https:// at the beginning)
• Display URL: Choose the URL that will show in the message and track recipient clicks.
• Preview Title: You can customize the text that appears above the display URL.

• Preview Image: Customize the image that will show in your message with the preview title, or reset to the default preview image for the site. Max file size allowed is 600KB. Note: Preview images may not display on all devices. 

Once the link has been saved, it needs to be added to a script in order to send it to recipients and track clicks. Open any script in the goal, and select the green custom-named link variable you set up to add it to the script body. 

Don’t forget to use the Preview option to see what your script will look like to recipients, and click ‘Send Test from Hustle’ to send yourself a test message! 

Admins will be able to view, edit, or delete the short link from the goal form regardless of goal status.

Once the P2P goal is launched, admins can track the number of contacts that click on the link and the total number of clicks on the Goal Performance page. 

How do I schedule a P2P goal?

Scheduling is available so that admins can set up a P2P goal to start at a later date/time. 🎉When P2P goals move to Active at the Start Date and Time, initial workflows will then become available to agents. 

To schedule a P2P goal, during setup set the Start Date and Time to the future date/time you'd like workflows to become available to agents. 

End Date & Time will ensure all messages not sent before that time are expired and will not go out to the targeted contacts. You can review this on the Goal Performance page after launch. 

For scheduled P2P goals (before the Start Time), you can adjust the targeted contacts in two ways: 

• You can edit the targeting criteria in the goal form until the goal is launched.
• You can edit contacts to include or exclude them from the targeting criteria up until the goal start time. For example, if you have a scheduled goal targeting contacts with the tag "Outreach", adding or removing the "Outreach" tag from a contact will add or remove them from the goal targeting. But once the goal launches, the targeting is locked in and adding or removing the tag from contacts will not change the target audience.

When you're ready to schedule the goal, click Review, check over the details, and Schedule Goal. Scheduled goals can also be reverted to Drafts at any time.

How do I edit an active P2P goal?

Admins can change certain details of P2P goals even after they are already launched. 

The following cannot be edited in launched P2P goals: 

• Contact targeting
• Inbox Selection
• Start Date & Time
•  Initial workflow end date/time

To edit a goal: 

1. Click P2P in the left navigation, open the goal and click Edit.
2. Update any of the following: 
   1. Name
   2. Description
   3. Agent Groups
   4. Agent Instructions
   5. Agent Settings (batch size, max threads, ownership time limit), message scripts, tracked links and the Reply Workflow End. 
   6. Scripts
   7. Link (preview images cannot be edited) 
   8. Reply workflow end date/time
3. The Review page will show a summary of all the edits you’ve made on the goal. Cancel and Continue Editing or click Update Goal to save changes.

How do I pause or end a P2P goal?

Pause a P2P goal to temporarily stop agents from sending, or end a goal to permanently prevent further workflows.

Admins can pause P2P goals by clicking '...' and selecting Pause Goal. Note: When a goal is paused agents will immediately stop receiving new workflow batches. 

Agents will see a message in the web app informing them the P2P goal is currently paused:

To permanently end a P2P goal, admins can select '...' and select End Now. The status for the goal will change to Manually Ended. 

Once a P2P goal is manually ended, it cannot be resumed. Agents will no longer be able to send initial messages or replies. Admins will still be able to view goal details for Manually Ended goals or duplicate the goal if needed. See section below for instructions. 

How do I duplicate a P2P goal?

Duplication is available for P2P goals to make goal creation easy! To duplicate, admins can select '...' > Duplicate or click the Duplicate button from the Goal Performance page. 

This will create a new draft goal duplicating the details of the original goal. All details can be changed before saving the draft or launching the new goal when ready. For guidance jump to How do I set up and launch a P2P goal? 

What data is available for my P2P goals?

See how your P2P goal and agents are performing on the live Goal Performance page. 

1. Click P2P in the left navigation and click the goal’s name. 
2. If a link has been added to the goal, clicks are tracked at the top. 
3. Review the Initial Message Stat Totals:
   • Ready - Messages not yet sent by agents, workflows should be available to them 
   • Pending - Sending initiated by agents, receipt not yet confirmed. 
   • Sent - Delivery to recipients initiated. 
   • Delivered - Carrier confirmed receipt of the message. 
   • Error - Carrier reported an error preventing delivery of message(s):
     • Undelivered - generic carrier error
     • Carrier filtered as Spam - messages where carrier filtered as spam 
     • Carrier Delivery Unknown - no delivery receipt received from carrier (messages may have been delivered) 
   • Engagement - % of leads where messages successfully delivered and contacts replied.
   • Opt Out - % of leads opted out (can be via STOP message or initiated by an agent or admin)
4. Review the Agent Stats to see how agents in the P2P goal are performing:  
   • Initial Sent - initial messages that agent sent 
   • Opt Out - leads opted out by that agent 
   • Replies Sent - Total reply messages sent
   • Threads Replied - Total threads where reply messages were sent 
   • Click Load More to see more agents if applicable

How do agents send messages in a P2P goal?

Agents send initial messages in batches from the Hustle web app in the Text Workflows (Beta) tab. P2P workflows are not available on the mobile app. There are no assignments for P2P goals, so agents in the goal will be given workflow batches (size determined by admins during goal creation) on a first come first serve basis. Agents will follow these steps to send messages: 

1. Navigate to web.hustle.com and go to Text Workflows (Beta). 
2. Find your P2P goal and click Send Initial Texts.
3. Review the scripts on the Script Review page and click Continue. If you see any issues with scripts, please reach out to your admin for help. 
4. Click Send Messages. For P2P goals, agents will send messages out in batches. The batch size will be determined by an admin during goal set up. 
   1. For example, if the batch size is 10 messages, you will see a button saying ‘Send Next 10 Messages’ until all batches are sent.
5. When you see “You’ve sent all your initial batches!”, initial sending is done.
6. When replies are available, you’ll see a Reply Workflow available. 

Note: Each workflow batch belongs to an agent for the Thread Ownership Time Limit set on the goal by admins during setup. Agents will see an error if you’ve hit the max thread limit. Threads free up as claim time runs out, and agents can then send more messages. 

Note: Threads in P2P goals will not be available to agents in the Conversations tab. Once an agent completes initial message batches or replies, those threads will no longer be available to the agent. Admins can manage P2P threads via the Inbox. Skip to Where can admins access conversation threads for P2P goals?

After sending, agents reply to the contacts who respond in the Text Workflows (Beta) tab. 

1. Click Start Replying to Messages from the completion screen, or open the reply workflow from Text Workflows.
2. Agents will be able to type in custom replies, or select Reply scripts from the left-hand menu. Hover over a script to click the eye icon to preview and the arrow icon to paste the script into the text box. . 
3. On this page agents can also opt out (to permanently remove that contact from future messages), apply and remove tags, edit contact info, add notes and follow up, and Archive the conversation thread to clear out threads that no longer need a response.*

4. Click Next Contact to move to the next reply. 

   *A conversation thread will un-archive if the contact replies again. 

   Note: Agents can reply until the Reply Workflow End date and time. Agents will see a Workflow Paused message when the goal is paused, and an Hours of Operation message if it is outside the inbox or organization’s hours of operation.

Where can admins access conversation threads for P2P Goals?

While agents will have access to conversation threads for P2P goals in initial and reply workflows according to the thread ownership time set by admins, organization and account admins (and inbox managers) can access conversation threads from P2P goals in the Inbox.

You can click into a P2P goal and view which inbox the goal was launched with in the General Info section:  

Conversation threads from P2P goals can be viewed and managed from the inbox of the organization. To access the inbox, select Inbox from the organization menu.

From the inbox, admins and inbox managers can view contact profiles, view and reply to conversations, edit tags, and opt out contacts. Select multiple threads from the list to perform bulk opt out or tag edits:

The Inbox is broken into three different views 👀:

• 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.    

Note: Admins and managers can opt in to receive a daily email notification when Inboxes they have access to have messages that need replies! Click on your initials in the top right corner and select Profile Settings. Scroll down to Email Notifications and toggle the setting for Inbox Reply Notifications on.   

For more on using the Inbox, check out How do I use the Inbox?

FAQ’s

Why is an inbox not available for selection?

Why can't agents see workflows in a P2P goal? 

How can I retarget contacts in P2P goals? 

Why is my P2P goal still Active? 

Why is my P2P goal Completed? 

Why were no messages sent in my P2P goal? 

Where are my threads and conversations in a P2P goal? 

How can I collect yes/no responses for P2P goals? 

Can managers create or view P2P goals? 

Why is an inbox not available for selection? 

Your organization needs to first create and set up an inbox from the admin panel to be able to select one to use for a P2P goal. Admins can follow the instructions here: How do I set up the inbox?

Why can’t agents see workflows in a P2P goal? 

When admins set up a P2P goal, they will determine the Initial Message Batch Size, which is the number of initial messages that Agents will send per click. This can mean that not all agents will have messages to send out. 

How can I retarget contacts in P2P goals? 

In the contacts section of the P2P goal form, you can add a Broadcast Goal Results or Dialer Goal Results filter to target contacts from previous goals. 

Why is my P2P goal still Active? 

P2P goals remain active if the Initial Workflow End Date & Time and Reply Workflow End Date & Time have not passed.

Why is my P2P goal Completed?

P2P goals are completed once the Reply Workflow End Date & Time has passed for the goal.

Why were no messages sent in my P2P goal? 

For P2P goals, agents send out initial messages from the web app at web.hustle.com. 

Where are my threads and conversations in a P2P goal?  

P2P threads don’t appear in the agent’s Conversations tab. Agents can access reply workflows from the Text Workflows (Beta) tab until the goal’s Reply Workflow ends. Once an agent finishes a reply, that thread will no longer be available to them. Admins will still be able to access those threads from the inbox.

How can I collect yes/no responses for P2P goals? 

P2P goals don’t have Yes/No lead actions for agents to utilize. Instead, you can use tags to record responses. We recommend directing agents which tags to use in the agent instructions section of the goal form. Agents can add tags when they reply and those tags can be targeted for future goals. For more info, see How do I use tags?
 

Can managers create or view P2P goals? 

Manager permissions are set at the organization level in Settings > Managers >? Permissions tab. Admins can set P2P Goals (Organization) to:

• No access: Managers can’t create P2P goals.
• Draft: Managers can create and save P2P goals as drafts, but an admin needs to launch them.
• Draft and launch: Managers can create and launch P2P goals.

Managers can only select inboxes and groups they’ve been given access to. For more info, see What can managers do?

We always love to hear what you think! Let us know at product@hustle.com or email your CSM or support@hustle.com.