Your Inbox screen in each TextOut Workspace is divided into 3 sections:
- On the Left, you'll find the "Request Texts" button and "Reply Queue". This is where you request texts, view ready to reply conversations, and any flagged or complete conversations.
- The "Conversation Panel" is in the Center, where you can read what has been sent so far in a conversation, prepare and send your replies, and mark conversations as Flagged, Complete, or Reassign them.
- On the Right is the script and data panel, where you choose from prepared recommended replies to send, and save any free form data from your conversations.
To request texts, click the green request texts button on the upper left of the Inbox screen. If there are available texts in that program, you will receive a batch to send. If the Program Administrators are moderating text requests, it may take a few minutes while they review and approve your request.
When you receive a batch of texts to send, the initial outbound message will appear in the left panel, beneath the green button which now will show you a count of how many you have to send. You'll click that green button to send your texts. See below for an example. There are 19 left to send, and you can read the Initial Outbound message just beneath the green button. When you've sent all the texts in a batch, the "Request Texts!" message will reappear in the green button, and you may request a new batch!
The Ready queue is located in the left pane of your Inbox. Clicking the 'Ready' tab in your Inbox will display responses from those contacts you've texted. These are "ready for reply." These display in the order received, with the newest ones at the top of the queue. See the example below:
To see how many 'Ready' conversations you have across multiple texting programs, head to the All Programs screen, accessible via the black button at the top left of your Inbox. Numbers in the "Ready" column here highlighted in red show the number of replies waiting for you in specific programs. It's possible that you've completed all your conversations in one program, while still receiving replies in another––those replies will be marked 'Ready.'
Also in the left pane of your inbox, you have the ability to flag a conversation. A ‘flagged’ conversation is a conversation that you have marked in order to easily find and access it again later. You might flag a conversation if you're unsure of how to respond to a contact, need assistance from a moderator or admin in crafting a response, or if the content of the conversation is out of the ordinary, requiring some extra attention.
If a contact replies to a flagged message, it will move to the 'Ready' portion of your Inbox. The contact never sees that you have flagged the conversation––only you can see that!
If you reply to a flagged message, it will move into the 'Complete' section. However, you can flag it again if you need it to stay in the 'flagged' section.
To 'Unflag' a conversation, click the 'Complete' button.
‘Complete’ conversations are conversations that are no longer waiting for an action from you––they are not 'Ready' or 'Flagged.' They're complete!
Conversations will automatically move to the Complete tab of your Inbox after you reply to a Conversation. You can also move conversations to the Complete portion of your Inbox manually if a contact responds and their message requires no response from you. Frequently, contacts who react positively to our texts will respond positively in a way that doesn't require a follow-up. Completing the conversation makes sense in those situations. Similarly to a 'Flagged' conversation, the contact cannot see that you've marked the conversation as 'Complete'. This action does not opt out the contact.
'Complete' messages are always available for you to review by clicking the 'Complete' tab in your Inbox.
Note: All of your Complete messages are located in the Complete Section of your Inbox. If you have more than 12 messages in your Complete section, a second page will be created to store the next 12 completed messages. You can navigate to the next page by clicking the arrow at the bottom of the 'Complete' section (see screenshot below).
In the center of your inbox, you'll find the "Conversation Panel." This center panel contains the Flag, Complete, and Reassign buttons at the top. The contact's name, if available, is also at the top. You can read the full conversation so far for a particular contact. At the bottom of this panel, you can form your reply, review the data item that may be attached to your reply, and select the green "Send" button when you are ready to send your reply. See below:
Scripted Recommended Replies & Data
On the right side of your inbox, you'll find any pre-scripted recommended replies, free-form data items and surveys that the Program Administrator may have set up for a particular program. Clicking into a selected reply in the right panel will place that reply, and any associated data items in the dialog box at the bottom of your conversation panel for you to review and send. See below for an example of a Texter preparing to send a "Wrong Number" response:
If your Program Administrator has set up the ability to save Free Form data items, or use Survey Responses, those are accessible at the bottom of the right panel, under any scripted recommended replies. See examples below: