Skip to main content
Every text conversation from your campaigns shows up in one place. Your job is simple: reply to the ones that need a person, then move them along.

​
Before you start

Set up Team Notifications, so the right people are notified when a conversation needs a person. You’ll find it in the sidebar.
Team Notifications is new and is rolling out now. If you don’t see it yet, ask your Avoca team. See Configure Team Alerts for how to choose recipients.
Find it at Channels → Messages → Conversations. Use the Board and Table buttons to switch views.

​
What each column means

  • AI Handling: Avoca is replying. You don’t need to do anything.
  • Human Handling: the conversation was escalated, or someone on your team is talking with the customer now.
  • Human Followup: a conversation you moved here to come back to. Moving it here is manual. Not every account has this column.
  • Resolved: an appointment was booked, or the conversation ended.
  • Opted Out: the customer asked to stop, and Avoca won’t contact them again.

​
Your daily check

1

Start with Human Handling

Open the Human Handling column first. These customers are waiting for a person.
2

Read the whole conversation

Select a conversation and read the full thread before you reply.
3

Take it on

Under Select owner, choose yourself or a teammate and select Assign owner.
4

Reply

Type your message and send it. Pressing Enter sends it.
5

Move it along

Select Move and choose where it goes next:
  • Move to Human Followup: you still owe the customer an update. If you don’t see this option, leave the conversation in Human Handling until you’ve followed up, or use Schedule reminder.
  • Move to AI Handling: you answered their question and want Avoca to keep going and book the job.
  • Move to Resolved: the conversation is done and needs no more texts.

​
Find a conversation fast

  • Search by name, phone, email, address or conversation ID.
  • Pick a date range.
  • Use the filters, like Unread only, to see new replies.
  • Admins can save a view for the team with Manage views.

​
Opt-outs

  • If a customer replies “STOP”, they’re marked Opted Out automatically.
  • To opt someone out yourself, open the conversation, select the ⋮ menu, and choose Opt out number.
  • Choose Opt back in only if the customer told you they want texts again. They can also text START.
  • To see everyone who has opted out, go to Outbound → Exclusions. See Exclusions.

​
More options

On a conversation in Human Handling or Human Followup, select Schedule reminder and choose Tomorrow, In 1 week, In 2 weeks or In 1 month.
Select more than one conversation to see the bulk actions: Move, Assign, Mark as read, Mark as unread and Opt Out.
For everything else on the Messages page, see Messages.