This section of the user guide is focused on monitoring an active campaign. To help you navigate the article we have broken it down into the following sections:



Viewing the Active Campaign page


The Active Campaigns page allows you to view all drafted, scheduled, or active campaigns. 


On the Active Campaigns page, there are several columns that are relevant information to the campaigns that are displayed. 

  • Title - This column displays the name given to the campaign.
  • Operated By - This column displays if the campaign is agent-backed or bot-backed.
  • Tags - This column displays the tags associated with the campaign.
  • Status - This column displays if the campaign is in an active, scheduled, or draft status.
  • Last updated - This column displays the last time the campaign was updated. If you hover over the date and time it will show you which time zone it is associated with.
  • Launched at - This column displays when the campaign launched, including the date and time. If you hover over the date and time it will show you which time zone it is associated with.
  • Scheduled Launch - This column displays the date and time the campaign is scheduled to be launched if it was scheduled and not launched immediately. If you hover over the date and time it will show you which time zone it is associated with.
  • Actions - This column displays the actions that can be taken with the campaign. 
    • View
    • Clone
    • Stop and Archive
      • The campaign will move to the Archived Campaign page.
      • Campaigns using a reusable phone number and have messages that need attention will switch to follow the reusable phone number’s unsolicited message settings and move to the associated inboxes for that reusable phone number. 
        • If the needs attention message is in a campaign agent’s inbox that is not also an agent in the reusable phone number’s unsolicited message settings (either personal inbox or office), then the conversation is removed from that user’s inbox and added to the agent’s inbox(es) configured in the reusable number’s unsolicited message settings.
      • Campaigns that provisioned a single use phone number will need to make sure all texting end users have been responded to first. 

        After the campaign has ended, no responses will be sent to the texting end user and pending conversations will be removed from the queue. 
        • The provisioned phone number will become active and able to be used for another campaign.


The Active Campaigns page can be searched and filtered by tags and status.


To end the campaign manually, select the End Campaign in the top-right corner. 

Managing an Active Campaign


When you select the view button, there are four tabs to help manage the campaign:


  • Activity

    • The Activity tab displays the conversational transcripts within the campaign.
      • The search bar allows you to search by first name, last name, and phone number.
    • Conversations are categorized into three sections

      • Needs attention - If a conversation needs attention by an agent it will be moved to the Needs Attention section. If there are no conversations that need attention, this section will not be displayed.
      • Agent-operated - If the campaign is agent-backed or if a conversation has been manually changed from bot-backed to agent-backed, the conversation will appear in this section. If there are no conversations that are agent-backed, this section will not appear. 
      • Bot-operated - If the campaign is bot-backed or if a conversation has been manually changed from agent-backed to bot-backed, the conversation will appear in this section. If there are no conversations that are agent-backed, this section will not appear.
    • Messages will display their sent status on the conversation selection panel and in the conversation panel. 
      • Sent - The green checkmark icon represents that the message has been sent and received by Twilio.
      • Pending - The blue circle arrow icon represents that the message has been sent to Twilio but it has not been excepted yet.
      • Undelivered - The red circle icon represents that the message cannot be delivered. If you hover over the icon it will indicate the reason why.

    • To interact within a conversation, select the conversation. 
      • In the text box, enter your message. You can undo, redo, select all, or add an emoji to your message.
        • Select Send.

    • Select the bot-operated or agent-operated toggle to manually change if you want the agent to respond or the chatbot to respond to incoming messages. 
    • Select the Needs Attention toggle on or off to either appear in the Needs Attention section or remove it from the Needs Attention section for agent-operated conversations. 
    • Select the Opt Out button to manually opt out a contact. 


  • General

    • The General tab displays the campaign settings used to create the campaign. 


  • Contacts

    • The Contacts tab displays information for all contacts in the contact list used for the campaign.
    • The Contacts tab displays at a minimum the following columns:
      *All fields imported in the contact list will display.
      • First Name - The first name imported into the contact list.
      • Last Name - The last name imported into the contact list. 
      • Phone Number - The phone number imported into the contact list.
      • Created - The date and time the contact was created. If you hover over the date/time it will indicate what time zone it is associated with.
      • Delivered - Indicator if the message was delivered or not.
        • The red exclamation mark flag icon indicates the message was not delivered.
        • The yellow clock icon indicates the message is attempting to resend the message. It did not send the message on the first attempt.
        • The green checkmark icon indicates the message was delivered.
      • Failed Reason - If the message failed to deliver it will provide a reason the message was undeliverable.
      • Actions
        • Opt-out - Selecting the opt-out icon to manually opt-out a contact
        • SMS preview - Select the SMS preview icon to preview the message sent to the contact.

  • Analytics

    • The analytics tab provides a high-level overview of the campaign activity, engagement, and responses for the campaign.  
      • Campaign Send Status - This chart displays the total messages sent, how many were successfully sent, and how many failed.
      • Engagement - This chart displays how many messages were sent, how many responded, and how many contacts were opt-outs.
        • The Rate of Engagement is calculated by dividing the number of contacts sent by how many responded. 
      • Responses - The responses chart displays the total contact responses, agent responses, chatbot responses, and the median agent response time. 
      • Contact Message Activity - The graph is dynamic based on the most appropriate date range based on how long the campaign has been active. 
        • An active date range of one day will display messages per hour.
        • An active date range of more than one day but less than two months will display messages per day.
        • An active date range of more than two months but less than two years will display messages per month.
        • An active date range of more than two years will display messages per year.