Two-Way Messaging: Transcripts (Campaigns and Unsolicited/1:1 Texts)

This section of the user guide is focused on Two-Way Messaging transcripts. To help you navigate the article we have broken it down into the following sections:

• What are Two-Way Messaging Transcripts?
• Who has access to Two-Way Messaging Transcripts?
• How do I access Two-Way Messaging Transcripts?
  • Marking Transcripts as Read
  • Filtering

What are Two-Way Messaging Transcripts?

Two-Way Messaging Transcripts allow you to review each 1:1 Text, unsolicited, and campaign conversation, whether the conversation is agent or virtual assistant-backed. 

Who has access to Two-Way Messaging Transcripts?

Two-Way Messaging Transcripts are available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I access Two-Way Messaging Transcripts?

Transcripts show the historical record of campaigns and 1:1 Texting conversations. 

On the navigation pane, under the Two-Way Messaging section, select Transcripts.

The following columns are displayed on the Transcripts page:

• Name - The name field will display the name on the most recent contact list associated with the phone number. If the message was a 1:1 text and the number is not associated with an active contact list, the phone number will display.
• Conversation Mode - The conversation mode is the most recent mode for the conversation 1:1 Text (Agent), 1:1 Text (Virtual Assistant), Campaign (Agent), or Campaign (Virtual Assistant). 
  
  

  Example: If a campaign conversation started out as Agent-backed, but was switched to Virtual Assistant-backed, the Conversation Mode for that campaign, will now show as Campaign (Virtual Assistant).

  
  

• Contact Phone Number - The phone number associated with the contact. 
• Start Time - The date and time the initial interaction began.
• Last Interaction - The date and time the last interaction occurred.
• Interactions - The number of interactions associated with the contact and campaign.
  
  

  Note: There are two types of transcripts
  Campaign-only transcripts will show only the conversation associated with a Campaign. 
  	
  Unsolicited/1:1 texting transcripts are associated with a reusable phone number. All conversation history associated with that reusable phone number (1:1 text/unsolicited messages/campaigns) will be included in the transcript.
  	
  

To view a transcript, select the View Conversations icon to the left of the name. 

Transcripts will be labeled with icons to represent if the interaction/message was associated with either a 1:1 text or a campaign. Hovering over the icon will display will display 1:1 text or the initiating campaign name.

1:1 Text Message Campaign

The Conversation Details show:

• the contact name
• the full contact information from the most recently launched contact list 
• the date the conversation started 
• The contact phone number
• If a mode change occurred after the campaign was launched, the Mode Change Log will show the name of the agent who made the change, the type of change and the date and time of the change.
• The name of the agent who last reviewed the transcript and the date and time of the review.
• the provisioned phone number associated with the conversation/campaign.

Marking Transcripts as Read

A conversation can be marked as read in two ways:

1. Upon viewing viewing the conversation, the transcript will be marked as read.

2. Selecting the circle icon to the far right of the conversation

This will mark the transcript as read in your admin, not for all users.

Filtering

Transcripts can be searched and filtered by date range, Office, Campaign, Content Type, Conversation Mode, and Read Status.

Transcripts can also be downloaded into a CSV file.