Hustle, Inc FAQs

This article explains how to connect yourNGP VAN account to your Hustle account.Only those with organization level admin access in Hustle can setup this integration.

NOTE: This integration is only for VAN My Campaign based platform such as Votebuilder or EveryAction 8. It does not work with NGP Classic, New NGP or EveryAction 7.

Getting the API Key and Application Name from NGP VAN

Enable the NGP VAN integration in Hustle

Link contacts in Hustle to VAN using their VAN ID

Customize what Hustle data youwant to sync to VAN

Getting the API Key and Application Name from NGP VAN

You will need to request the VAN API Key and Application Name through the VAN support ticketing system directly. To do this, you will need to be either an Admin or Voter File Manager (VFM). If you do not have this level of access to VAN, please contact your Admin or VFM to submit this request on your behalf.

While logged into VAN, head to the main menu and navigate to Administrative Menu > Integrations > API Integrations > Request an API Key.

Submit a ticket here to VAN asking for an API key to be issued for Hustle integration. Please make a note on the request if you require keys for multiple committees. You will need a different key from NGP VAN for each committee.

Enable the NGP VAN integration in Hustle

While logged into the Hustle admin site, click the Integrations tab

ClickAdd Integrationand select the appropriate integration type (VAN/My Campaign or VAN MyVoters) from the drop-down menu.

Enter a name for the integrationthen enter your NGP VAN Application Name and API Key.

sync a Hustle goal

NOTE: The integration name is visible to all admins during the upload process. We recommend using the name of the NGP VAN committee to which the key belongs.

Link contacts in Hustle to VAN using their VAN ID

During your next upload into Hustle, select the named VAN ID from the drop down menu as the column name for VAN IDs (MyC or MyM) in the upload file. We will also update any existing contact records with the new VAN ID.

With contacts now linked to their VAN IDs, the integration setup is complete.

Customize what Hustle data youwant to sync to VAN

Hustle tags can be synced to activist codes and/or survey question responses

When you to a VAN Event ID, contacts will now be marked as "Left Message" when the first message is sent in a goal Goal and "Canvassed" when they are marked with an Action

Actions (yes/no responses) in Hustle goals can now be tied to Event statuses and/or Survey Question responses

All Hustle accounts require an email and a phone number. For security reasons we ask that you verify both to complete setting up your Hustle account.

Rest assured, no one you message will ever see this phone number. We protect your number with a local area code determined by an administrator to secure your privacy.

Skip to:

Creating a Hustle account

Frequently Asked Questions

I didn't receive an invite text message?

I didn't receive a verification email?

I see an "invite is invalid" message?

I don’t see a security code?

My account information is wrong?

Creating a Hustle account

When your admin adds you as a user, you'll receive an invite text from Hustle which contains a link to the Sign Up page. Tap the link to visit the page on your mobile device.

Note: For landline phones, you won’t receive an invite text from Hustle. Instead, you’ll need to go to web.hustle.com/signup to create your account.

What if there's no security code?

Enter your preferred email, which will be your Hustle username, and a password for your Hustle account.

Note: Passwords must meet the following requirements.

In the inbox of your Hustle email, you’ll see an email from Hustle with a link to verify your email address. Open the email and click the link. If you don’t see the email, check your spam and junk folder.

You'll then be prompted to login to your Hustle account with your newly created password and verify your phone number. Enter the phone number associated with your account and the security code specific to your account. You’re now all set to Hustle.

Note: To use the Hustle app on your mobile device, after taking the steps listed above, download the app ( Apple App Store, Google Play Store ).Login with your Hustle username and password to get Hustling

Frequently Asked Questions

I didn't receive an invite text message?

Contact your organization's administrator. Ask them to double check that they have added your correct mobile number, and ask them to resend the invite.

If you still don’t receive the text message, your admin can share the security code with you. For more information, see What if there's no security code?

Note: If you already have a Hustle account, you won’t receive an invite text message. Your new workflows will be available when your administrator adds you to a new group with goals.

I didn't receive a verification email?

If you don’t see the verification email, check your junk and spam folders.

If you still don’t see the verification email, contact us at [email protected] with your name, phone number, and your Hustle email.

I see an "invite is invalid" message?

Verify you’ve entered the security code correctly. If it has been over 72 hours since your admin sent the code, they can send a new code so you can create your account. If you still don’t receive the text message, your admin can share the security code with you. For more information, see What if there's no security code?

I don’t see a security code?

Admins can copy and send the security code to agents directly. Contact your admin and they can share your security code with you offline. For more information, see What if there's no security code?

My account information is wrong?

Ask your admin to double check the information is correct. If the phone number associated with your account is incorrect - request your admin remove your account from the Hustle group, re-add you with the correct phone number and resend the security code.

If you still don’t receive the text message, your admin can share the security code with you. For more information, see

When setting up a new group, you should consider exactly what unique information about your contacts you’d like to include in your import, such as city, employer, donation amount, elected reps or polling place address. Custom fields are one way you canimport existinginformation aboutpeople you contact on Hustle. The following steps will show you how to create new custom fields!

Creating New Custom Fields

Setting Custom Fields Visibility

Adding a Custom Field Upon CSV Upload

Creating New Custom Fields

1) In the right side menu, click Settings, thenselectCustom Fields.

2) In the Custom Fieldssection of this panel, type a new custom fieldin the empty text field, and click the Save button.

NOTE: Custom fields cannot contain spaced, special characters, and may not begin with numbers.

You're all setto target and track!

NOTE: Only organization administrators are able to create new custom fields-- if you want to delete a custom field, please contact support with a link to the admin panel.

Setting Custom Fields Visibility

You can set whether a custom field is visible within the Custom fields area by checking the box to 'Display on Contact profile'. This makes the field visible to all agents for all leads within their group.

Adding a Custom Field During CSV Upload

Did you forget to add a Custom Field before you uploaded your Contacts? Don't worry! You can create a new Custom Field during your CSV Contact import. Simply click the top of the header of the new value and select "Add New Custom Field". Enter the name of the new Custom Field and you're all set!

This article provides instructions on how to change your Hustle email from the profile settings of the Hustle web app.

To change your Hustle email:

Login to your Hustle account at web.hustle.com.

Click on your Name > Profile Settings. [email protected]

Click Change Email under your old Hustle email.

Enter your preferred email and click Submit.

If you don't remember your password see How do I reset my password?

If you don’t remember or can no longer access the email address associated with your Hustle account reach out to your admin to contact for further assistance; include your old Hustle email, the email you’d like to change it to, and your Hustle phone number.

Forgot your password? Happens to the best of us!This guide will explain how you can reset your password across Hustle's web and mobile apps.

iOS and Android

First clickLogin>Forgot Password. Enter your email address and click Reset password. You will then receive an email with a link to create a new password.

[email protected]

Web App and Admin panel

Click Don't remember your password?, enter your email address, and click Send Email. A pop-up will appear to confirm that a password reset email has been sent.

To access the Web App go to web.hustle.com. To access the Admin panel go to admin.hustle.com.

NOTE: Please ensure your password meets our password requirements: Password Policy Requirements

Didn't receive the password reset link?

If you don't receive the email, it's possible that you entered your email address incorrectly or the email went to your spam or junk folder.

After verifying your email and checking all of your email folders, If you're still running into issues, reach out to your your admin to contact with your Hustle email and phone number.

Hustle makes every attempt to secure numbers in the area code closest to the location of your group. The phone numbers Hustle uses to send messages from are established based on the location you enter when you create your group.

Skip to:

How are texting numbers setup?

What if the texting number has the wrong area code?

FAQ

Can I use Hustle with my own number?

Can I request a specific telephone number to use to send out messages?

Can I request a specific area code for my group?

How are texting numbers setup?

When you create a group and enter your location, Hustle will search a radius of 20 miles for available numbers closest to that location. If multiple area codes are found, Hustle will automatically choose one of the available numbers.

To make sure your audience recognizes the number that messages them, It’s important that you choose a location closest to them.

What if the texting number has the wrong area code?

Some places don’t have numbers available in a specific area code. You can reach out to our support team so we can see if there are any numbers available with your preferred area code.

To request a number with a specific area code, contact [email protected] with the following information:

Link/URL to the organization

Link/URL to group

Preferred area code(s)

Other area codes in case your preferred choice isn’t available

Number of contacts you’ll be messaging

FAQ

Can I use Hustle with my own number?

No, you can’t use your own number to Hustle.

Can I request a specific telephone number to use?

No, you can’t choose a specific telephone number at this time.

Can I request a specific area code for my group?

You can reach out to our support team so we can see if there are any numbers available with your preferred area code. This process can take a bit of time based on the availability of area codes. Please allow 5-7 business days for these requests.

When contacting support please include the following information:

Link/URL to the organization

Group Name

Preferred area code(s)

Other area codes in case your preferred choice isn’t available

Number of Contacts you’ll be messaging for the goal

You can contact Hustle support by emailing [email protected] or by clickingHelp on the bottom right of this page.

Note: Hustledoesn'toffer support via phone.

Hey there! Welcome to Hustle!

Below, you'll find some of the most useful tools here -- the ones that get you logged in as a first-time Agent on the mobile and web apps, and showing how you can Hustle under multiple organizations for you super-users!

To see all agent options, feel free to check out this playlist. Or, click to a specific section, listed in order below!

How do I create a Hustle Account?

What if there's no security code?

VIDEO: Logging in as an Agent on Web

VIDEO: Logging in as an Agent on Mobile

VIDEO: Switching Orgs as an Agent on Web

VIDEO: Switching Orgs as an Agent on Mobile

Hey there! Welcome to Hustle!

Below, you'll find some of the most useful tools here -- the ones that get you up and running as a first-time Admin and keep you on-track to get your Hustle on. We also have specific setup instructions for each main category using our platform, so be sure to check yours out!

Education

Labor

Non-Profit

Politics

The Hustle Admin QuickStart PDF, included at the bottom of this help article, is the most simple version of our step-by-step guide.

For more detailed instructions, check out this video playlist on how to get up and running as a Hustle admin. Or, click to a specific section, listed in order below!

How do I create a Hustle Account?

What if there's no security code?

VIDEO: Logging In to the Hustle Admin Platform

VIDEO: Adding a Group to your Organization

VIDEO: Adding Agents to your Group

VIDEO: Adding Contacts to your Group

VIDEO: Creating your first Goal

VIDEO: Writing your Goal's Scripts

VIDEO: Reviewing your Organization's overall Settings

VIDEO: Creating and Managing your Organization's Tags

VIDEO: Creating and Managing your Organization's Custom Fields

VIDEO: Setting Group-Level Settings

VIDEO: Switching Between Several Accounts and Organizations as a Hustle Admin

Creating an Organization in Hustle takes time and sometimes you don’t need to reinvent the wheel with your new Organization! Hustle allows you to duplicate an Organization that you have already created by pulling out the key attributes from your previous Organization and copying them to a new Organization.

Note: Only Account-Level administrators can duplicate organizations.

To duplicate your Organization, follow these steps:

Head to the Account Overview page.

Find the Organization you would like to duplicate from the list.

Click on the ellipsis (...) on the right hand side of the screen.

Select ‘Duplicate Organization’.

Give your new Organization a name.

Check which attributes you would like to copy from the original Organization. You can choose to include the following attributes:

General Settings

Administrators

Hours of Operations

Tags

Custom Fields

Press ‘Duplicate Organization’.

Do your happy dance!

Check out this happy dance!

What is an Organization-Level Admin?

Organization Overview Page

Adding or Removing Organization Administrators

Changing Basic Information

Custom Fields

Tags

Integrations

Duplicating Organizations

Creating Groups

Advanced Settings

MMS Protection Setting

Response Window

What is an Organization-Level Admin?

Organization-level Admins have the second highest permissions in Hustle. They have the permissions to setup all of the settings and parameters for their organization or company. Serving as a standalone Hustle instance if they are not working with more than one organization under a larger parent structure, Organization-level Admins have the ability to handle all Hustle setup save for creating new Organizations in the tool.

How do I text using Hustle?

This role is meant to be held by a leader in your organization or someone who is looking over an entire Hustle instance under a larger Account structure. An example of an Organization-level Admin would be leaders of a regional chapter of a national organization.

Settings for organizations can be adjusted by Organization and Account Admins and affect all Groups within the Organizations.

Organization Overview Page

If you have access to more than one Organization in an Account, they will be listed in your Organization Overview page, within the specific Account. You have the ability to see a high level view of the Organizations that you are an Admin of and search for specific Organizations using the search bar.

NOTE: If you only have Organization-level access to 1 Organization in Hustle, you will only see one Organization listed here!

Adding or Removing Organization Administrators

As an Organization-Level Admin, you have the ability to add and remove folks with the same level of permissions as you. To read more about how to add and remove Organization-level Admins, check out this help article: How to Manage Organization-Level Admins

Changing Basic Information

All organizational display information can be changed within the organization’s Settings.

Both the organization’s name and its vocabulary can be changed at any time. To change it, click within the text box, change the text, and click the Save button toward the bottom of the settings page.

The vocabulary discussed here will change the display names of your Hustle users’ roles in order to more appropriately address the relationship of your organization to those who are being contacted and those doing the contacting.

NOTE: You will need to refresh your browser window after deploying this change for it to reflect in the interface.

Custom Fields

Organization-level Admins have the ability to setup Custom Fields to include about your Contacts such as Employer, City, State, Graduation Year, Donation Amount or Polling Place. Creating Custom Fields allows you to target your Contacts based on their unique information, you can learn more about Custom Fields here: How do I create a Custom Field?

Tags

Additionally, Organization-level Admins have the ability to create Tags, which are a helpful way for you to collect rich data on your Contacts as you’re having conversations with them on the Hustle app (web or mobile). To learn more about Tags, check out this help article: How do I use Tags?

Integrations

Hustle has a number of Integrations with databases which allows you to share the data you collect in Hustle and send back to your database. Hustle has a number of integrations with many different databases or CRMs. Find out more about each of our individual integrations here: Integrations

Duplicating Organizations

Only Account-Level Admins can duplicate Organizations. For more information about how to duplicate an Organization see, How do I duplicate my Organization?

Creating Groups

Creating Groups is Hustle allows you to organize your Groups in a location based way to tailor your message to your communities. Creating Groups in Hustle is simple! Just follow the steps outlined in this helpful video: Adding a Group to your Organization

Advanced Settings

Settings changed in an organization’s Advanced Settings are reflected in every group within an organization.

NOTE:Inbound routing numbers are the exception to the rule. If an inbound routing number is set for both an organization and a group, the group’s inbound routing number is honored.

Do not show popups that interrupt agent workflows prevents web popups from opening up when an agent is using the web interface to Hustle. This has no effect on agents using the mobile app interface.

Allow group administrators to add contacts via CSV upload gives group admins the ability to add a CSV of contacts to a group they have admin rights to access.

Allow group administrators to export group level data gives group admins the ability to export goal, contacts, and messages tables for their group.

Allow group administrators to create tags when importing a list via an integration gives Group Admins the ability to create and assign new tags when importing contacts into Hustle via an integration.

Track phone calls for “Legislative Contact” goal types adds a metric to the Legislative Contact goal type admin dashboard showing how many contacts clicked on an invitation to call their legislator directly from their Hustle conversation.

Inbound Routing Number sets an org-level phone number to route phone calls to if any contact calls the Hustle number that has texted them. This routing number can be overridden by a group-specific inbound routing number, where the group’s set number will be given preference over org.

MMS Protection Setting

Feel free to read more about MMS and its ability to enhance a message here: Using MMS in the Hustle workflow.

The MMS Protection Setting allows a privacy mode to be enabled. When this mode is elected, all photos and videos a contact sends in a conversation will be obscured for that agent until they tap the image to view it.

Response Window

The Response Window is for Anyone messaging type (commonly referred to as First-Come, First-Served, of FCFS). This setting allows Admins to set the release-time a message is held. The default time is 20 minutes until adjusted. The drop-down bar displays what the current settings are at before expanding the menu.

To read more about messaging types, see

NOTE:The response window cannot be changed for a goal once the goal is already created

This article provides details about important features and expected behavior when agents message contacts (also known as leads).

Skip to:

Goals

Workflows

Assignment strategies

Conversations

Goal status

Common issues

Workflows aren’t appearing

Scripts and lead actions aren’t available

Goal can’t be edited

Goals

Goals are outbound campaigns, created by admins, where agents use pre-written scripts to start conversations with contacts in a Group. Agents in the Group send messages for Goals using the web app at www.web.hustle.com or the mobile app. Examples of Goals include efforts to recruit volunteers, remind people to vote, or raise donations for a cause. When creating a Goal, Admins select from several Goal types that come with various form fields and best practices built in to improve performance for those types of campaigns. For more information, see What are the types of Goals?

Goal form

This is the form that is filled to launch a goal: What are the types of Goals?

The different fields in the goal form include:

Type: This will decide the template of your goal. For more information, see What are the types of Goals?

Name: This is the name of your goal.

Event Start Time/Shift Start Time /TargetDate: The date and time that populates variables that you can use in scripts. This can change based on the type of your goal.

Agents Can Message: The assignment strategy of the goal. For more information, see Assignment strategies.

Targeting: This filters which contacts your agents can message for this goal. For more information, see How do I target contacts in my goals?

Workflows

Goals create workflows. In these workflows agents can use pre-written scripts or personalized messages to start and respond to conversations.

After a goal is launched, workflows become available depending on a contact’s conversation history with agents and the goal’s:

Status

Assignment strategy

Targeting

There are two types of workflows:

Initial: Initial workflows are available for agents to start conversations with contacts targeted in goals. Agents use scripts, written by admins, to reach out to contacts which includemerge fields to personalize the conversations with contact-specific data. Contacts targeted in the goal are segmented in batches of 50 so agents can pace their outreach and manage subsequent replies in a timely manner.

Unread: Unread workflows compile the most recent unread replies from contacts and empower agents to manage multiple conversations efficiently in real-time. Contacts with unread messages are grouped into batches of 20 and their conversations are ordered chronologically by response time.

Goal status

Depending on what goal type you choose, you’ll enter an Event Start Time / Shift Start Time / Target date.This is the date or time you can include in the body of your messages.

You can also set when workflows are available by editing the Workflows available atandWorkflows close at.Think of this as the date you want to to start and stop messaging contacts.

Refer to the Goal Calendar to see:

Step 1: Reach Out: When initial workflows will be available for agents to begin sending messages with contacts.

Step 2: Send Reminders: When reminders will be available for agents.

Event date/ Shift date /Target date: The date entered in Event Start Time / Shift Start Time / Target date.

A Goal can be in one of the following three statuses:

Scheduled: TheWorkflows available atdate is more than 31 days in the future

Initial Workflows aren’t available.

Unread Workflows don’t exist (unless the goal was active at one point

Active: TheWorkflows available atdate isn't in the past andtheWorkflows close at date is at most,31 days in the future

Initial Workflows are available to agents (depending on the assignment strategy).

All scripts are available.

All lead actions are available.

Unread Workflows are available (Agents can reply based on the assignment strategy).

Completed: TheWorkflows close atdate is in the past (date/time)

Initial workflows aren’t available.

For unread workflows:

Scripts are unavailable (except agent-created scripts).

Lead actions are unavailable.

Unread Workflows are available (Agents can reply based on the assignment strategy).

Note: Date/time is subject to the timezone of the group’s location.

Assignment strategies

There are two assignment strategies for goals, Assigned and Anyone (also known asFirst Come First Served).

Assigned goals are designed strictly so agents can only message contacts that were assigned to them and vice versa. Any changes in assignments risks losing the conversation history and replies not being responded to. The Assigned strategy works best when you have a fixed relationship between agents and contacts.

Anyone goals, also known as first come, first serve goals, are designed to be more flexible so when a contact replies, they’ll get a response from an available agent. Anyone goals work when you want to reach out to your contacts and don’t mind which agents message them.

To help you make the best choice for your team, below is a break down of the two assigned strategies by workflow types.

Assigned: For the Assigned Strategy, agents can only message the contacts that are assigned to them by an admin.

Initial workflows:

Goal Status: Available for Active Goals only.

Scripts: Uses scripts for starting a new conversation or picking up an existing conversation.

Lead Actions: Unavailable.

Conversation History: Does not transfer between agents.

Contact facing number: Each agent texts contacts from different contact-facing numbers.

Unread workflows:

Goal Status: Available for All Statuses (Active / Scheduled / Completed)

Lead actions: Only available for Active goals.

Conversation History: Conversations do not transfer between agents. Replies are only available to the agent that messaged the contact via an initial workflow.

Contact facing number: Each agent texts contacts from different contact-facing numbers.

Note:Contact facing numbers are Group and agent-specific. Agents will use different numbers to message contacts in a Group.

When an agent is removed from a group, the conversation history is lost forever. This remains true if adding the agent back to the group.

If no longer assigned, Agents that sent the initial messages can access unread messages from those contacts via the All tab in the Conversations view. If reassigned, unread messages will also be available via unread workflows.

Anyone: Also known as a first come, first served goal, agents can message any contact included in initial workflows (assignments don’t matter). After a period of time (set by the admin) unread messages are available to any agent in the group.

Initial Workflows:

Goal Status: Available for Active Goals only.

Scripts: Uses scripts for starting a new conversation or picking up an existing conversation.

Lead Actions: Unavailable

Conversation History: Conversation history transfers between Agents

Contact facing number: Agents text contacts from the same contact-facing numbers.

Batch Availability: Contacts targeted in the Goal are divided into batches. Each batch is available to the first Agent that accesses it (for a period of one hour).

Batch Size: 50 contacts.

Unread Workflows:

Goal Status: Available for All Statuses (Active / Scheduled / Completed)

Scripts: Uses Response Scripts and Additional Response Scripts.

Lead actions: Only available for Active goals.

Conversation History: Conversation history transfers between Agents.

Contact facing number: Agents text contacts from the same contact-facing numbers.

Batch Availability: Admins decide how long a message can stay claimed(The contact's message remains ignored in an agent's message queue.) in an agent’s unread workflows before it becomes unclaimed(Any agent can respond to the contact's message) and available to other agents.

Batch Size: 20 contacts.

Note: One Agent at a time will ever occupy a conversation. Agents will receive an error when attempting to access a conversation that is currently owned by a different agent.

Contact facing numbers are Group and Strategy-specific. Agents will use the same numbers for all Anyone: First Come, First Serve Goals in the Group. A contact-facing number will never be used to message the same contact between the two matching strategies.

Conversations

Conversations with contacts appear in the Conversation tab. There are two filters:

All:

Every conversation with a contact.

Every conversation between a contact where the agent was the last person on the thread.

Unread messages which are marked with a blue dot

Unresponded:

Every conversation from the All tab where the last message on the thread was from the contact. This message may have been read, but it remains unresponded.

Unread messages which are marked with a blue dot

Agents can search for contacts in these two filters by contact name (first and last), tag, or group.

Common issues

The following section provides troubleshooting steps to common issues such as workflows not showing up, or a goal is inactive.

Workflows aren’t appearing

If the goal is an Assigned goal, contacts need to be assigned and only the initial agent who started messaging the contact with the previous conversation history. For more information about assignment strategies, see Assignment strategiesin How do I text using Hustle?

Verify theWorkflows close atdate hasn’t passed. If it has, you can make the goal active again by moving the date of theWorkflows close at dateinto the future. Fore more information about goal status, see Goal statusin How do I text using Hustle?

Verify the agent is in the correct account. For more information, see Switching Orgs as an Agent on Web and Switching Orgs as an Agent on Mobile.

Initial Workflows divide contacts into batches of 50. Check how many contacts are left to message on the Goal Stats page as there may not be enough batches of contacts left for all of your agents to message.

Scripts and lead actions aren’t available

Scripts and lead actions become unavailable when the goal is complete. You can make the goal active again by making theWorkflows close atdate in the near future. For more information, see Goal status in How do I text using Hustle?

Goal can’t be edited

After a goal is launched, the following can’t be changed:

Targeting

Assignment strategy

Reminders

For more information, on targeting, see How do I target contacts in my goals? For more information on assignment strategy, seeAssignment strategiesin How do I text using Hustle? For more information on reminders, see

Adding new agents to a group

Agents can be added to a group in 3 ways: as a single agent, through CSV upload or importing them from another group. To start, navigate to your group's Agents tab.

METHOD 1: Single Agent Add

Admins can add each agent individually by filling in their email address, name and phone number. When adding a new agent, admins can also specify whether or not that agent should receive a security invite code to set up their account. If this option is selection, a security code and link to the account creation page will be texted to the recipient within 5 minutes.

METHOD 2: Bulk Agent Add, unassigned, CSV upload

Admins can import a CSV file with agent information to create agents in the group in bulk. Admins can download an ideal header for their CSV file by clicking on the “Comma-separated file (CSV) link in the description.

NOTE: After the upload, Admins will need to click on Actions next to each agent name and Resend Security Code to trigger invite security codes for agents without an existing user account.

METHOD 3: Add Existing Agents from another group or org in your account

Admins can import existing agents from another group or org in your account by selecting (click on) the agent name in the drop down list. The agent will be added to the group as soon as they have been selected. You can also search by Name, or Phone Number.

NOTE: Note:Agents may also be referred to as texters, volunteers, organizers or another preferred customized term specified in your organization-level preferences.

What is an Account Admin?

Adding Account Administrators

Searching within an Account

How do I add a new organization to my account?

Duplicating and Deleting an Organization within an Account

Syncing Opt-Outs Across All Organizations

Granting outbound MMS

What is an Account Admin?

A Hustle Account Admin is a level of Hustle account ownership that carries role abilities and oversight for managing complex organizations. It's the highest level of access that exists for Hustle admins.

Accounts are seen as the parent structure of the Hustle organizational setup, and Organizations are under that structure. Groups are sub-organizational structures that allow targeting of specific segments of contacts. While not all setups require the complexity of an Account structure, it alleviates the strain on those who have a large network of Admins and Agents belonging to several linked efforts.

Account Admins carry special overrides in account appearance and function and are meant to be managed by those in lead positions within an organization or company.

Adding Account Administrators

Needing someone with the same level of permissions as you as an Account Administrator is commonplace in Hustle! To add an Account Administrator, head into your Account Settings and either choose from your existing members or invite a new Admin by clicking the blue button.

Searching within an Account

The Account Overview page can be reached by an Account Admin by clicking their name in the upper right-hand corner. This page displays all Organizations within an account. If there are more than 15 Organizations under an account, they will paginate and you’ll be prompted to load more, 15 at a time.

Within the Organizations menu there is also a search bar that will narrow down matching organizations based on typed information.

Creating a New Organization

To create an Organization to add a structure or function to an Account, Account Admins will find the 'Add Organization' button on the top right of the Admin view.

More about Org management can be found here, Adjusting Organization-Level Settings.

Duplicating and Deleting an Organization within an Account

This can be done within the Account Overview page with the listed Organizations. Simply click the ellipsis (...) and choose eitherDuplicate organization orDelete organization.

NOTE:This can only be done until either Agents or Contacts are added. This action cannot be reversed and you will not be able to recover any data or configurations you may have set.

When duplicating, youcan create a new organization and bring over the following settings from an existing organization:

General settings

Administrators

Hours of Operation

Tags

Custom Fields

Syncing Opt-Outs Across All Organizations

At times a contact may request or have the need to be opted out for any related text contact conducted by an entire organization or company. This has been made as a global option for all accounts. If enabled, an opt out request from one Organization further opts out the same phone number for all Organizations within an Account.

Granting outbound MMS

Account-level administrators can enable outbound MMS for every organization in the Account from the Account Settings tab of the Account Overview Page

Account-level administrators can also enable outbound MMS for individual organizations from the Organizations tab of the Account Overview page.

One of the leading reasons to use Hustle is trackability and the data that can be yielded from genuine conversations. For this reason, Admins can find an entire Reports section within the Admin portal.

Reports for organizations can be viewed by Organization and Account Admins and encompass all Groups within the Organizations.

Performance Overview

Agent Report

Opt-out Report

Tag Report

Timing Report

Performance Overview

The Performance Overview is the synopsis of how an entire organization’s conversation life-cycle is performing. This tool allows admins to see how their overall account is performing, as well as specific groups, in key reporting areas.

A more detailed explanation of what is possible can be found here, Using the Performance Overview Report.

Agent Report

Agent Efficiency reports on whether agents have been messaging their assigned contacts.

Agent Effectiveness reports on how often an agent records a response from a contact by selecting a lead action.

NOTE: If there is no data present for an agent, they will not appear in any table.

You can download any data you have displayed on your table as an individual data point, which will download as a CSV. To do this, hover in the upper right corner of the data table and click the three lines that indicated ‘More Options.’ From there, select ‘Download Data.’ Keep in mind that the data that downloads are the numerical points displayed on the chart, not the chart itself.

If you wish to share the data as a chart, you will need to take a screenshot of the graphical version in this dashboard. There is currently not a way to export the graphs at this time.

Opt-Outs

This area contains a complete list of all org-wide opt-outs for your organization and allows you to sort them by Contact Name, Opt-out Date, Phone Number,Opt-out Reason (if it was present at time of opt-out), Number of Groups Assigned to and Last Group Assigned to.

You may also search for your opt-outs via any of the recorded details, including Phone Number, Name, Opt-out Reason (if present at time of opt-out).

You can also filter the report by a custom date range!

Tag Report

Our Tag Report provides a great high level view of the Tags that you have created for your Organization and how they are utilized in your Hustle instance. You have the ability to drill down to see the number of Tags created as well as how those tags have been applied to your Contacts. This is a key way to make sure that your Agents are adding Tags appropriately and when those Tags were added to each Contact profile. Say goodbye to the days of no visibility regarding your Organization's Tags

Timing Report

Wondering when the best time to send out messages is depending on the day of the week or time of day? Utilize our new Timing Report which will outline what is the best time for you to send out messages on Hustle to optimize your engagement rate. This report will allow you to make sure that your Hustle text is best received based on the data from past sends!

When setting up anew group or organization, you shouldconsider exactly what information about your contacts you’d like to track. Tags are one of a couple a helpful ways to collect information from people you contact on Hustle. Here are some ways admins can add tags during a bulk import, add tags through the mobile app, or target Hustle goals to contacts using specific tags.

Skip to:

How do I tag contacts when importing a CSV file?

How do I tag contacts in the admin panel?

How do I remove tags from contacts in the admin panel?

How do I tag contacts in the mobile app?

How do I tag contacts in the web app?

How do I use tags and goals to target specific contacts?

How do I tag contacts when importing a CSV file?

Make sure you've already created the tag in your Organization Settings. For information on how to create tags, see How do I create new tags?

In the Contacts tab of your Admin Panel, clickAdd Contactsand choose the CSV file you want to import.

Select the tag you want to apply to contacts in your CSV file by clicking the drop-down menu under Are these Contacts associated with tags? How do I target Contacts in my goals?

ClickImportContactsto begin your import.

Administrators can apply tags to existing contacts in a group by re-uploading the CSV file of contacts they'd like to tag and take the steps above. Re-uploading a CSV file won't duplicate contacts; the tag will be applied to existing contacts.Any new contacts will also be tagged and added to the group.

How do I tag contacts in the admin panel?

To tag contacts in the admin panel:

In the Contacts tab of the group, select the contact(s) you’d like to tag.

Click Apply Tags.

Choose which tags you’d like to apply.

Click Save.

How do I remove tags from contacts in the admin panel?

In the Contacts tab of the group, select the contact(s) who have tags you’d like to remove.

Click Remove Tags.

Choose which tags you’d like to remove.

Click Save.

How do I tag contacts in the mobile app?

To apply tags in the mobile app:

Tap the contact name at the top of the conversation window.

Tap Add Tags.

Search for the tag you want to apply > + next to the tag you wish to apply.

Note: Agents can only apply Contact Profile and Opt Out Reason tags that have been added through the admin panel of the Organization under Tags; you can't create tags in the mobile app.

How do I tag contacts in the web app?

To apply tags in the web app ( web.hustle.com ):

Click Show Profile at the top of the page under the contact’s name.

Click Choose tags in the panel on the right of the screen.

Choose what tags to apply to the contact; to add more than one tag, click in the Choose tags box.

The tags will be applied when you choose it from the profile.

Note: Agents can only apply Contact Profile and Opt Out Reason tags that have been added through the admin panel of the Organization under Tags; you can't create tags in the mobile app.

How do I use tags and goals to target specific contacts?

In the Goals tab, clickCreate aGoal.

In theTargetingsection, select from:

Contact contains all of the Tags listed

Contacts has any of the Tags listed

Contacts do not match any of the Tags listed

Choose which tag in the drop-down menu you want to affect targeting:

For more information about targeting in Hustle, see

It happens: sometimes your agents are no longer available, move on toa new job, are added by mistake, or simply don't show up for a shift and need to be removed. This guide will explain how to removean agent from a Hustlegroup. You will need organization or group level admin access to perform these actions.

Removing an Agent froma Group

In the Hustle admin panel, select the group you want to remove agents from and go to the Agents tab.

To the right of the agent's name, select elipsis (...)and click 'Remove from Group'.

Confirm how you want the departingagent's contacts to be reassigned. You may either reassign to one or several other agents, or leave contacts unassigned temporarily.

NOTE: You will see a reminder to assign contacts before you create your next goal. If you use first come-first served goal methods, these contacts will still be included if targeted, but if you use assigned goals, be sure those contacts are assigned!

Remember, once agents are removed, existing conversations will be permanently closed. If you reassign contacts to another agent, they will be reaching out freshly from a new local phone number based on the location set in the group at time of new contact.

Make Hustle secure and safe to use, and protecting our customer's data remains a priority for us. While we wish we could handle everything for you in terms of security, there are many factors outside of Hustle's control that can affect your security when using Hustle. To make sure our customers are aware of the shared security responsibilities, we've published this guide.

Hustle's Responsibilities

Safeguard your data once you upload it to Hustle

Ensure up-to-date encryption ciphers are used to protect customer data

Scan and test our web application and infrastructure for vulnerabilities and resolve any issues

Make sure our service is operating properly

Keep up with industry best practices regarding security

Inform you of any security incidents that might affect your organization

Customer's Responsibilities

Keeping Hustle passwords safe and not sharing them

Making sure devices you use Hustle with are up-to-date, safe to use and free of malware, etc

Keeping data exported (such as export files) from Hustle safe and secure

Not using the service for spam, harassment, or any other violations of our Acceptable Use Policy

Training your staff on cybersecurity awareness and best practices

Inform Hustle of any security incidents, issues or concerns related to using Hustle

Reporting Security Incidents

If you suspect a security issue or anyone in your organization's Hustle account may have been compromised, please contact Hustle support at [email protected] or submit a ticket at help.hustle.com and we'll look into the issue.

Questions?

If you have any questions about the shared responsibility model, or about Hustle's security program in general, contact Hustle support at [email protected] or submit a request at help.hustle.com.

Wondering how to make a payment to Hustle? Did you just receive an email from Hustle stating that you have an invoice to pay? This article will outline the step-by-step process to pay your invoice via Bill.com, Hustle’s external billing platform.

When you receive an email from [email protected], be sure not to disregard and follow the steps below to pay your bill:

Click on ‘Pay Invoice Electronically’

If you have not created an account on Bill.com previously, you will need to create a password and check the box to agree to the General Terms of Service.

After landing on the Payment Portal for your account, choose ‘Pay Outstanding Bills’.

Choose to pay via a bank account or a credit card, choose the date of payment, and determine the amount you will pay.

NOTE: This webpage will also show you the invoice sent to you by Hustle and gives you an option to download the invoice in the top right hand corner.

Press ‘Pay’ and enter your credit card or bank account information

NOTE: As a client you also have an ability to setup an auto-pay schedule to ensure that your payments come in on time and your Hustle account never enters suspension. In order to set up auto-pay for your bills, you will need to add a bank account and determine the maximum pay amount.

Don't want to pay online, don't worry!

To pay by mail, please mail to:

Hustle Inc.

Dept. LA 24862

PASADENA, CA 91185-4862

To pay by electronic wire, please remit to:

ABA/Routing # 121140399

Account # 3301230456

If you have any questions regarding the specifics of an invoice, please email [email protected]!

Need to Knows for Hustle/EverTrue Integration

How do I setup the Hustle/EverTrue Integration?

How do I add my Constituent IDs to Hustle?

Hustle has a number of integrations including the ability to sync with EverTrue, an advancement software for Higher Education! You have the ability to connect your Hustle instance into your EverTrue database to sync your messages as a constituent interaction. Want to learn more about how to get this setup for your Hustle Organization? Take a look below!

When you integration Hustle and EverTrue the conversations that you are having with your community will sync back into EverTrue as constituent data so you can track those conversations and be the leader in relationship management. Say so long to the days of no rich data!

Need to Knows for Hustle/EverTrue Integration

An agreement must be signed between your institution and Hustle that allows Hustle data to be sent directly to EverTrue. Before any data can be exchanged, this agreement needs to be in place. Please contact Hustle to begin this process.

Please notify EverTrue Support ([email protected]) prior to enabling your Hustle integration to ensure your EverTrue platform is set up to accept Hustle's data. In the event that the setup has not been completed, we can always do so post-integration.

Hustle files will be delivered through EverTrue's Import tool. With that, the Hustle CSV data file will need to be mapped for a successful ingestion. If your Hustle data does not appear in EverTrue within 24 hours of enabling the integration, please contact [email protected] for further assistance in making sure the file is being transferred, mapped, and ingested properly.

If you are not currently using SFTP to deliver data to EverTrue, contact [email protected] to get your SFTP credentials and enable auto-ingestion for your account.

If you are not currently importing Interactions into EverTrue, contact [email protected] to enable this feature.

Once Hustle is enabled, please ensure any subsequent interaction files imported into EverTrue from your institution are only marked as standard files ( not full ).

Because Hustle data will be ingested through EverTrue's Import tool, you can view a history of delivered files at https://console.evertrue.com/data/importer

How do I setup the Hustle/EverTrue integration?

So you’ve checked all the steps above and you are ready to get started setting up your Hustle EverTrue integration? Awesome! Let’s hop right in!

To get started with an EverTrue Integration, follow the steps below:

Contact Hustle ([email protected]) to have the EverTrue integration enabled for your institution and make sure the required agreement has been signed by both parties.

Make sure you have your EverTrue SFTP Username and Password on hand. If you are using a public key for SFTP and do not have an SFTP password, please contact EverTrue support.

In Hustle, go to the organization Settings menu and click on Integrations. You will see a menu of integration choices.

Click on the Add Integration button under the EverTrue logo.

Enter your EverTrue SFTP Username and Password.

Click on the blue Authenticate button. Hustle will confirm with EverTrue that the username and password are correct. The settings page will report back that the integration was successful.

Once confirmed and enabled, you will see a green checkmark next to the EverTrue logo on the main Integrations page.

How do I add my Constituent ID’s to Hustle?

From your database, export your target list of constituents into a CSV file. Make sure they match to their database person ID.

In Hustle, navigate to a group. Click on Constituents (Contacts) tab of the group.

Click Add Contacts Choose a CSV File. Select the CSV file of constituents from your computer.

You will be prompted to map your CSV fields to Hustle fields. Make sure to map the column that contains the Person ID to the ‘EverTrue Integration [evertrue]: RemoteID’ field.

Click Upload CSV. Hustle will import these constituents to the group. All contacts will have their Person ID (i.e. EverTrue Integration ID) listed below their name.

Once all contacts have a PersonID, Hustle will deliver a CSV file of your message data to EverTrue on a regular basis.

NOTE: This integration does not sync over constituent data from the Hustle platform, like opt-outs or declines. All constituent information will come to EverTrue through your database of record. EverTrue only receives message/interaction data from Hustle directly.

Hustle'sCSV uploadsallow admins to easily add contacts to your group so you can start Hustling!

Uploading contacts to a Hustle group

1) Prepare your CSV. All you need to get started is aCSV with the basics:First Name, LastName, and Phone Number. You may also want to add additional custom fields such external ID, Legislator Name and Legislator Number, Donation Amount, Zip Code, etc. To learn more about custom fields, go here.

We recommend saving your CSV to your Desktop for easy access.

2) In the Hustle Admin Panel, navigate to your desired group, go to Contacts -> Add Contacts -> Choose a CSV File(the blue button).

3) Your computer's Finder will pop up. Selectthe appropriate CSV from your Desktop or other folder.

4) Hustle will show you a preview of the upload. Be sure to match the dropdown menu of headers with each of the fields in your CSV file. Hustle will detect as many field matches as possible, but doconfirm.

5) Select how you want these contacts to be managed by agents. Do you want your agents to be assigned to contacts? This is the right option for relationship-building. Assignments allow yourorganizerstotext a contactfrom the same phone number for multiple and have longer term conversations. If you need to get a goal out the door ASAP (or if you haven't added agents yet) you can choose to "Leave unassigned for now" and either assign later or create 'first-come-first-served' goals that are not limited to assigned agents.

6) Press "Import Contacts" and watch your progress uploading contacts intoHustle!

More info about Import/Uploads:

- During theupload, Hustle will deduplicate double phone numbers so only one contact per phone number exists in each group. If a person has more than one unique phone number, Hustle will create a contact for each mobile phone number.

- If you upload existing phone numbers back into the group, Hustle will still dedupe but will upload any new fresh fields by phone number.

- During the upload Hustle will "scrub" the phone number to tell you if it's a mobile, landline or voip number. You can export contact data from your group and see this data in Column E. Very useful for splitting phone banking and Hustling!

This guide will explain how to add an administrator to your organization with single group level access. Group admins can upload contacts, add organizers, create goals and export data within the specified group only. You will need organization level access to perform these actions.

Adding an Agent as a Group Level Admin

1) Click on the group name you would like to add them to, located in the left side navigation bar-- then click on the GroupSettingstab.

2) Scroll down to theGroup Administrators section; if they are already a member of your Organization and have a Hustle account you can select them from the drop down menu.

If they are new to Hustle, or your Organization, you can click the 'Invite a new admin' button.

NOTE: If they already have a Hustle account, they will NOT receive a new text. Their phone number has already been verified, and they can log into Hustle using the same username and password they used before they were added as an admin.

3) If you wish to remove a group admin, click the ellipses (...) next to their name, and clickRemove as admin.

Adding Administrators

Removing Administrators

Adding organization administrators is simple and will allow you to grant a higher level of permissions to different folks in your organization! Perhaps you need extra hands setting up your Hustle instance or exporting more organization-wide data? Check out the steps below to add or remove Organization Administrators.

Adding Administrators

To add an organization administrator, head over to the Settings tab and click on Administrators.

From there, you can select an Admin for an existing member of the Organization from the drop down menu or invite a new Admin by clicking the blue button and typing in the mobile phone number of the Admin.

Removing an Organizational Admin

The full list of organizational admins can be found here and options for each admin can be selected by clicking the ellipsis (...) and then selecting toremove them from organizational admin responsibilities and access. This change will apply to their account immediately.

Are you lucky enough to work with more than one organization that uses Hustle to drive conversations? Conversations and workflows are separated by the account that they happen under!

Switching on Web

Once logged in, the active account is highlighted on the left, just to the side of the Hustle logo.

Simply navigate to your name on the top right, click the discretion arrow, and you’ll see all accounts you’re a part of cascade downward. The account you’re viewing at the moment will denote that it’s the (current) selection. You may choose any other account by clicking on another account name.

Once choosing a new account, the menu will close itself and the new account selection will be on the top left.

Switching on Mobile

Once logged in to the mobile app, the active account is highlighted on the top in the center with a tiny discretion arrow just to the right of it.

Simply tap anywhere on the name of the account and an account-switcher page will pop up. Choose which account you’d like to view workflows and conversations in, then wait for the account switch to happen.

Once the new account selection has been finished, the account name will again display at the top center of the app for both workflows and conversations.

While creating a new goal, Admins can add scripts, which are pre-written messages that agents can use to message contacts. Scripts help agents move through conversations faster. There are several kinds of scripts Admins can use when creating a goal: Initial Scripts, Response Scripts, Additional Response Scripts and Saved Scripts.

Script Editor

The editor that's used to create and preview scripts.

Character limitations enforced by carriers The script editor includes:

Script Name: Admins can name scripts so agents can find scripts faster.

Character Counter:A character counter to help admins see how many characters are in the script.

Variables: Fields, as well as custom fields in purple, which auto-populate information into your script based on how your goal is set. Which Hustle fields are available depends on the type of your goal. For more information, see What are the types of Goals?

Emojis: Lets you include emojis into your script. E.g.

Images: Admins canadd images or select from previous images to include in scripts.

Script Analysis: Lets admins know if their script is following the best practices for their script.

Preview: Shows a preview of the text, so admins can see what the message looks like when delivered. Admins can also send themselves a test text.

Skip to:

How do I create scripts when making a goal?

How do I test a script?

How do I save scripts?

Best practices

Changing skin tone of emojis in Hustle

How do I create scripts when making a goal?

To create a script:

While creating a goal, scroll down to Initial Scripts. These will be the first messages agents will send in initial workflows.

You will see two default scripts:

For starting a new conversation: The script agents will use to message contacts they haven’t messaged in the group.

For picking up an existing conversation: The script agents will use to message contacts they have messaged before.

Note: Hustle automatically selects whether an Agent uses a new or existing contact script.

Assignment strategies determine which scripts agents will send.

Click Edit to open the Script Editor to make changes to scripts:

Scripts can be in any language.

You can add emojis.

If enabled by an Account admin, images (jpegs, png, gifs) can be added to scripts. (5 mb max) For more information on enabling MMS, see Account-Level Administration.

You can also add variables into the script which will include Hustle default fields like contact name, agent name, Link, etc. as well as any Custom Fields.

Note: File size restrictions for non-image files vary by carrier and can be as low as .675 MB. For more information on those restrictions, see Twilio Programmable SMS Supported File Types and Size Limits for MMS Media Messages.

When done editing the script click Save.

Note: For script changes to be saved, the Goal form also needs to be saved.

You can also edit the Response Scripts, which will include messages available to agents when responding to contacts. When agents select Lead Actions (Yes, No, VAN Survey Goal Survey Responses, etc.), these response scripts will automatically populate for agents to send or edit as necessary.

To add more scripts for your agents, scroll to the bottom of the goal creation form. You can click Write New Script to provide your agents with more pre-written messages and title them so your agents can find them quickly.

Note:These scripts will only be available for this goal.

You can also add scripts that you’ve saved for the whole organization by clicking Add Saved Scripts to any of the scripts (Initial, Response or Additional).

Note: Saved Scripts do not support goal specific variables like Link, Phone number to call, Event Start Time, etc.

For information on how to make your scripts effective, see Best practices. For instructions on how to create scripts on the web and mobile app, see How do I create response scripts on my web or mobile app?

How do I test a script?

You can send test texts to yourself from the script editor to see what they look like before you launch your goal. In the script editor, on the right side, click Preview > Send me a test:

Within a minute or so the text should come through to your phone.

Note: When you test texts from the admin panel you will receive a text from a number that won’t match your groups location. Rest assured, the area codes that reach your contacts are based on the location set for the group.

The delivery of the message depends on your carrier and your script. The more you follow the script analysis suggestions, the better off you’ll be.

Character limits are enforced by carriers.

The name of the admin that is creating the goal will replace <Agent Name> in the preview text. When the goal is live, the agents preferred name will replace <Agent Name>.

Some fields like <Phone number to call>won’t populate in the preview message.

How do I use saved scripts?

Admins can use saved scripts from a Script Library. These scriptscan then be usedacross all Goals. For more information on saving scripts, see How do I use the script library?

Best practices

Here are some best practices that will make sure your message is delivered, and increase response rates and conversions with Hustle. The most important thing to remember is that the magic of peer-to-peer texting is it’s real people talking to real people.

Make sure there are no links in your initial message. Carriers filter out messages that have links to prevent spam. Especially if it’s the first time that number has texted someone.

When using links, especially with the Share a Link goal type, avoid redirect links like bit.ly and use direct links instead. Too many redirect links raises suspicion with carriers and risks messages not being delivered.

Your scripts shouldn’t be any longer than 160 characters. This makes sure your messages are delivered and are more likely to be read. For more information, see .

Response scripts are a great place to include follow-up information, links, and images.

Adding additional scripts to your goals will help your agents continue the conversation by providing them with all the information they need to pass on.

Changing skin tone of emojis in Hustle

You can change the skin tone of your emoji in Hustle to connect you even further with your audience.

Fill out the goal form as you normally would.

Edit your script and click emoji.

Before you add an emoji into the script, click the small yellow circle to the top right side of the message box.

Click on one of the available skin tone options.

Add the emojis to the script and click Save.

Note:Changing and emojis skin tone in Hustle only works on iOS phone and does not work on Android phones. Therefore, iPhone users will see the intended skin tone, while Android users will continue to see the default yellow emoji tone.

Skin tone will only update the emojis that have a skin tone option. e.g. The regular “smiley face” emoji will remain unchanged, but emojis like “thumbs up” will.

You can now export your organizations data quickly and easily. In this article, we'll explain how to pull this data. You can also export data for a specific group or goal! For more information on how to do this, please refer to our help article here.

Starting an Organization Export

To export organization data, go to the Settingspanel on the far-left side of the page, then click the General tab.

Click "Start new export"at the bottom of the page to kick off the export building process.

When your organization data is ready, you will receive an email with a link to your updated admin panel.

You can then decide to export one or more of the files listed below:

Leads- all leadsin the organization with accompanying data like custom fields, all tags and external (VAN) IDs.

Messages- all messages that have been sent and received within the organization with accompanying data like which agent sent the message, the time the message was sent and external (VAN) IDs.

Actions- all button actions that have been recorded for all goals in the organization with accompanying data about thecontacts that took those actionslikecustom fields, all tags and external (VAN) IDs.

There are a few reasons why an agent might have trouble verifying a phone number using their security code. Some common reasons include agents signing up with a landline, the security code expires, or that agent already exists using the phone number. This article provides instructions on how to get agents verified and ready to Hustle.

Agent status

Sending a security code

Agent status

From the agent page in the admin panel, you can confirm if an agent is ready to send messages.

Invited: The agent needs to verify their email then use the security code Hustle sent to them to verify their phone number.

Ready to Hustle: The agent has verified their email and phone number and are ready to Hustle. If the agent has logged into the app, you can see what Hustle mobile app they’re using in the Mobile App version column.

https://web.hustle.life/signup

Sending a security code

If an agent has trouble getting a security code, admins can view an individual agent’s security code and provide it to them by clicking on the agent options () drop down menu and selecting Show security code.

If you created a lot of agents without sending security codes, you can send codes to all of them by clicking on the Organizer list actions drop down menu and selecting Resend security code to all agents.

Once agents receive the security code, all they need to do is go to on their phone, enter the token, and sign up! From there, they will then be prompted to download the app and will be ready to Hustle!

Not everyone in your contact list is going to want to continue to be texted by your organization and that’s okay! It is important to be sure that when a contact states that they no longer want to be texted that you take the proper action to rectify the situation.

In Hustle, there are two different, yet equally important ways, to ensure that your contacts are no longer being texted from your organization: Deactivation and Opt Outs. This article will go over the difference between each feature and the best situation in which to use each feature.

Deactivation

If your end user does not want to receive texts from the particular Group they are in but, still want to receive texts from your larger Organization, you have the ability to deactivate the contact rather than opt them out. An example of when you would use deactivation rather than an opt out would be if your contact has moved to a new place and is no longer interested in receiving texts from that location-specific group!

NOTE: If you upload a CSV file with the deactivated Contact’s information into the Group they are deactivated in, they will not be automatically reactivated. Contacts can only be reactivated manually in the Admin Panel.

To make inactive, make active, or opt out a contact, follow these steps:

Navigate to the ‘Contacts’ tab in the Admin Panel

Find the Contact you wish to change the status of, and click the check box to the right of their name

Click 'Make Active', 'Make Inactive', or 'Out Opt'

Opt Out Triggers.

NOTE: Contacts who are deactivated will still be able to receive texts from your larger Organization but, not from the Group they have been deactivated from.

Opting Out

Some end users do not want to be texted ever again and, at Hustle, we take this extremely seriously! If a contact lets you know that they are not interested in being texted any longer, you’ll want to opt them out immediately. This is will permanently opt them out from all communication in that Organization. (And depending on your settings, this may sync with your entire Account.)

NOTE: Contacts have the ability to opt themselves out as well. Here’s a link to an article explaining more about

To Opt Out a Contact in the agent workflow, follow these steps:

In the response workflow, click ‘Opt Out’ in the top right corner of both the web and mobile application

Add a reason why the Contact wants to be opted out. If set up as a visible tag option, this will append the opt-out reason as a tag to the user's profile.

NOTE: It is not necessary to add a reason why a Contact wants to be opted out. If no reason is given, simply click ‘Continue’

Hustle will prompt you to make sure you would like to opt the Contact out, if you are sure, press ‘Continue’

Need to change the name of your Group? Want to update the location of your Group? Enjoy clicking buttons in Hustle to see what happens? Me too! This article will highlight exactly how you are able to edit your Group settings and customize your Group!

To access your Group settings, click on the 'Group Settings' tab in the admin panel:

From there, you can update the name of your Group as well as the location:

NOTE: Updating the Group’s location will change the area code from which your Hustle text comes from. The area code update is not retroactive so the change will go into effect after the location has been updated.

Updating your Group’s name and location is as easy as 1-2-3! After all that hard work, you deserve a cookie!

NOTE:Sending out a message with an image requires MMS to be enabled for your account, and carries an additional cost. The option to insert an Image in your script does not appear until MMS has been enabled. You will need to reach out to your Account Admin at your organization in order to make this change.

How do I create messaging with an attached photo or GIF?

How do I receive MMS from contacts?

MMS, or Multimedia Messaging Service, is the standard way of sending any type of text message that contains more than text. This is the technology that’s allowed us to be able to include pictures, videos, GIFs, memes, and more in our day-to-day conversations.

The main concern with MMS for someone sending out a text with this type of attachment is the file size that’s being sent. Most of the major carriers impose a 1MB limit so be sure that your images do not exceed that file size. It’s always suggested you send a test message in order to guarantee that the delivery of your message is timely and it presents as you hope.

Be aware that the image, when inserted in the message, always displays before the text that follows the image.

How do I create messaging with an attached photo or GIF?

Create a script in the Hustle admin interface during your goal creation.

Scroll down to Initial Script and click on the "Edit Scripts" button. In the editing window, and select the "Image" parameter as shown below. You can upload the image from there.

Save your script with image by clicking the save button, finish your goal, and you’re done!

How do I receive MMS from contacts?

Your contacts can use MMS to respond to your agents and share images without any account changes. This is a great way to help reinforce the rapport between agent and contact, and is often used when a contact is responding to event attendance -- people love to share what they’re seeing when they’re excited and attending your events!

You can turn this feature off, though, if needed in order to ensure a discreet, protected experience for your agents. Hustle's MMS Protection feature allows a Hustle administrator to automatically mask any inbound images that are sent by contacts. The MMS Protection feature is set to OFF by default but can be toggled ON or OFF at any time in the organization’s general settings.

And that’s it! You’re ready to rock those goals!

Ever wonder how your Hustle Agents are doing? Well wonder no longer and check out the Goal Performance Dashboard in the Admin panel! The Goal Performance Dashboard in the Hustle Admin panel will provide you with more insight into the progress and performance of goals and a view into the conversations between your Agents and Contacts. The Goal Dashboard displays key goal stats and the Conversation Review area allows you to dive into the details of conversations between your Agents and Contacts.

Overall Goal Performance

The Goals tab displays all goals within a group and high-level stats so you can understand progress toward completion for each goal and other details like how many people have RSVP'd, as well as the number of reminders sent.

Agent Performance in Goal Dashboard

In addition to the overview stats, clicking on a goal now provides you with agent level details for invitations, reminders and performance information for each agent.

As an Admin, you can view the agent level detail on invites sent, the number of RSVP’s accepted/declined as well as thenumber of Unread messages and skipped messages.

Conversation Review

To review a conversation, click on an agent row to reveal the conversation panel. Within this area, you have the ability to view conversations with an agent and take actions on conversations such as adding/removing tags and opting-out contacts from goals.

NOTE: It is not possible to interact with a contact in this view. Additionally, reading a thread will not mark the thread as read for the agent

Conversation Search

In addition, you can search conversations by contact name, group or tag and view a filter of just unresponded messages.

NOTE: It is not currently possible to search the context of conversations using keywords. A search will only populate results for contact names, group names, or tags.

Agent Actions

On the goal detail panel, on each agent row, you can click the Actions button on the right to access additional agent options.

Within this area you can take the following actions:

Resend the 4 digit security code via text

Show 4 digit securitycode

Remove agent from Group

Additionally, you can click on the megaphone to “nudge” an agent to let them know they have contacts to message. When an agent has completed messaging their contacts, the bullhorn changes from a megaphone to a fist so that you can fist bump/give props to the Agent.

Imagine this: You just finished setting up your Hustle goal. You’re ready to take on the world one text message at a time. You open your phone and you or your Agents don’t see your newly created, should-be-active workflow. How frustrating! Well don’t fret, this article is going to run you through the most common reasons for your lack of an active workflow.

What Could Have Happened?

The date of your goal is set to today. When you're creating your goal, make sure your the date of your goal is set in the future (within 28 days) so workflows are available.

You’re not added as an Agent to this workflow. Admins must add Agents before the workflow is created in order for you to send messages.

The targeting is using a Custom Field which is blank in your CSV. This phenomenon is called ‘silent targeting’ and it happens to even the most seasoned Hustle super-users. Always be sure to check your targeting before you start sending messages out!

Next time you find yourself in a situation where you can’t access your Active workflow, take a look at the above notes to troubleshoot what went wrong!

Note: Below are some best practices that will help you build relationships, boost reply rates and increase conversion with Hustle. The most important thing to remember is that the magic of peer-to-peer texting is in real people talking to real people.

Top 10 Best Practices

Treat groups as communities (or lists of people) that you are reaching out to over time through a series of goals. The best way to structure Hustle is to have more goals and fewer groups.

Set your groups by geography so your contacts receive texts from a real, local phone number that they will recognize.

Make sure your scripts are as short as possiblethink the length of a tweet. Shorter scripts and ones that end in a question get the most replies.

Respond quickly for great results! We crunched the numbers and our analysis showed a 20\% higher secondary reply rate where agents reply in the first 20 minutes after the contact replies!

Respond with warmth even if the answer is no and thank those who took action it could become a yes next time. Try using “Understand that you’re busy. Maybe next time?”

For best results at a Hustle text bank, make sure you’ve built in enough time for your agents to send out initial messages and also to manage replies that come in.

Leave information for later in the conversation so you can engage in a 2-way conversation and build a relationship with your supporters over text.

Do not use links in the initial messages to your contacts. These messages can sometimes be flagged as spam and some carriers may stop them from going through. Try engaging with your contacts first and then send a link later on in the conversation.

Give yourself enough time to successfully set up your integrations you may need to contact your other app's administrator for connectors and API keys. Doing this will help you proactively capture your data correctly.

Have fun with Hustle! When you draft scripts that you’d want to receive and create a fun environment for your organizers, you’ll love Hustle and so will the people getting your messages.

To ensure a higher standard of security, passwords for Hustle accounts need to meet these password requirements:

At least one lowercase letter

At least one uppercase letter

At least one digit

At least 8 characters in length

Can't be one of your last 5 passwords

[email protected].

All requirements need a check mark. You'll get a message if the password doesn't meet the requirements.

As we continue to bring integrations to Hustle, these standards become more necessary. If you have any questions, contact support at

Just uploaded a fresh list of Contacts into Hustle and worried about the cost of landlines? Don’t fret! This article will outline which numbers are counted toward your contract and which numbers aren’t.

What is a non-textable number?

Hustle runs on textable phone numbers. If you can’t text the number, Hustle can’t send a message to that end user. Therefore, when you upload Contacts into Hustle, the tool is going to scrub or remove any non-textable numbers as well as any duplicate numbers (Ever wonder what the blue completion bar is signifying? Well here’s your answer!)

A non-textable number includes the following:

Landlines

VoIP (Voice over Internet Protocol) - Google Voice

Disconnected Numbers

If you upload a list that includes any non-textable numbers, Hustle will not upload those numbers into the system. Hustle bills based on the number of unique textable phone numbers that are uploaded into the system. Any non-textable numbers will not be uploaded into Hustle and therefore, you will not be billed or have those numbers count toward your contract limit!

For information regarding billing, please contact [email protected].

For information regarding pricing, please contact [email protected].

Hustle frequently releases new features and improvements to our site and mobile app. This article details the most recent changes made to Hustle. To see past feature changes and improvements, see Hustle release notes archive.

December 2019

You can now manage the tags on your contacts in bulk! From the contacts page, check the box next to contacts you’d like to tag. Then click > Apply Tags or Remove Tags and choose which tags you’d like to apply or remove from contacts. How do I text using Hustle?

The goal form has been improved so admins can now set when workflows are available and closed. Admins can also refer to the Goal Calendar to see when initial and reminder workflows are active. For more information, see

November 2019

Account administrators can now choose which specific organizations under their account can send outbound MMS. The option to enable outbound MMS for an organization is available in the Organizations tab of the Account Overview page.

For Organizations with a VAN Integration, Admins can now manage integrations for goals at the bottom of the goal creation form for draft and launched goals.Managing your integrations in draft mode will ensure that all data is captured.

For the most recent release notes, see What's new in Hustle?

June 2019

06/19/2019

06/05/2019

May 2019

05/15/2019

April 2019

04/03/2019

04/11/2019

04/18/2019

04/30/2019

Top Highlights from Q1

06/19/2019

Script Library GA

At long last, Admins have the ability to save scripts and utilize them across Goals which allows users to create a script library! Users have the ability to create and name their scripts, as well as delete and edit scripts currently in the library. Once created, users can apply the scripts to any Goals that they create in the future or have their script be included automatically in all future Goals! These saved scripts can be used in all parts of Hustle such as initial scripts, reply scripts and additional response scripts. What a treat and a huge time saver!

06/05/2019

Link Tracking, V3

Admins now have the ability to add their own GIFs, images and videos to a custom link when they are creating their goals while using the link tracking feature! This means that users have the ability to customize the preview links while tracking clicks on the link. How cool is that!

Account-level Organization Insights Dashboard

Account-level Admins now have the ability to see a high level view of the activity for each individualOrganization within the larger Account. This feature will assist our Account-level Admins in being able to pull data on their organizations and take action where needed!

05/15/2019

Duplicating Draft Goals

Admins can now duplicate the draft goals they duplicate both within the same group or across different groups! This will be a huge time saver and allows admins to create a template goal and duplicate it across multiple groups before launch!

Deleting Goal Drafts

You read that right! Admins have the ability to delete draft goals. Say goodbye to the days of having erroneous draft goals sitting in your drafts page in the Admin panel. Talk about spring cleaning!

Opt Out Rates in Activity Page

Admins now have the ability to see the opt out rate of their goals in the Activity page! This new feature gives you even more insight into the success of your goals without having to drill down into each individual goal.

04/30/2019

Organization Activity Overview Page

We want to make Hustle management much easier over the next year and have already invested in better signup flows, overview pages and admin service controls. This week, we're gearing up to add to this experience with a new landing page for organization admins. The activity page will display recent activity in the org, such a in-progress or upcoming goals and opt out rates. This report will help guide admins on where to take action or dive in to learn more about how their organization is using text.

04/18/2019

Goal Drafts GA

Admins now have the ability to create a goal and all of it's corresponding parts (targeting, scripts, reminders etc.) and put it in a "Draft" state. This will allow for more flexibility in creating your Goals and editing them before they are launched!

You will now have access to your draft goals under the Goals Tab where you can launch once the goal is ready to go!

Goal Messaging Preview

Admins can now see a live script preview! With the ability to preview, in addition to useful tips from script analysis, our script editor now provides much more support for admins so that they can create effective and well-received scripts for their goals.

Additional Changes:

Test Send Scripts

Goal Drafts Beta

04/11/2019

Admin Nav Redesign For All

Today we turned on the new admin nav redesign for all clients. Beta testing generated a great response from clients and early feedback from the General Release has been positive.

Using shortcodes for Invite

On 4/8 we began using our shortcode 487853 (HUSTLE) for agent invites and have been phasing out the toll-free numbers in batches this week. Shortcodes are best used for delivery of these types of application to person messages and bring an improved delivery rate as a bonus.

Improvements to Tag Reporting

Another improvement to the Tag Report - bringing the date the tag was created into a report on this dashboard helps organizations audit older tags that are no longer needed.

Profile Page Role & Edit Capability

As part of ongoing work to help people manage their Hustle Account, we are adding a 'My Roles' feature that lets users see all Organization and Account Types they hold. Additionally, you can edit this role right on the same page.

04/03/2019

Auth0 Signup on Mobile, Admin and Web

Now all Hustle users are using Auth0 for login!

We're excited about this because we now have a more stream-lined and secure authorization experience for all users. This will also enable us to scale our login process and password management experience. Security and speed, what more could you ask for?

Tag Report Improvements

The tag report has the potential to be used to slice and dice data that client will then upload back into the system. To make it so this is easier, we made a change to split out the firstname and lastname of contacts so you can easily use the downloaded CSV.

Android Notifications Updated

Android users will need to update their app (the latest version is now on the Play Store) and confirm they have notifications enabled in their Settings. This will download the most recent update of our Android app and will level up our Android users!

Top Highlights from Q1

Multi Contact Select Bulk Actions

In order to help clients manage their contact list more effectively with improvements to search and filtering, we now offer the ability for users to deactivate, reactivate, and opt out multiple contacts at once! Our filters now allow you to filter on multiple data points in your Contact list. Once you have narrowed down your search for your Contacts through filtering or search, you can multi-select Contacts to complete the same action in bulk. You even have the ability to select all of the Contacts in your Group to complete any bulk actions as well!

Reports Landing Page

As part of making Hustle easier to use and look great, we improving how users navigate to our ever growing list of reports. In place of the sidebar, we now have stylized icons representing each report alongside a report description. This is represents an improvement in messaging, UI and UX.

Account-level Reporting

We previously launched a new Reporting screen at the organization level that displayed snazzy tiles for each new report and now we feature the same interface for Account-level reports!

Timing Report

P2P texting is still a new communications channel, and our clients often ask us for insight on what works and what doesn’t. One of their main questions is around when the best time is to message their users. We’ve now provided a new report that will answer exactly that! This is another example of using reporting to provide customized data insights that aren’t available anywhere else.

Agent Report

Our clients have long asked for help understanding their agents -- such as which are the most effective and the most productive. We now have in-product reporting that will help admins answer those questions; alongside the ability to filter by date, group and down to a single agent. And you can download the data for offline slicing and dicing!

Opt-out Report

A common request from clients has been (a) to be able understand opt-outs to a greater degree and (b) to be able easily export contacts who have opted-out via download. The export functionality in particular is long-requested as it helps clients upload Hustle opt-outs to other channels to ensure they don’t continue to contact them.

To deliver on these asks, we are shipping a new report to help clients understand opt-outs and to export the opt-outs. Additionally, we have provided filters to choose a date range, as well as being able to search the contact table view to confirm whether specifics contacts or phone numbers are opted-out.

Tag Report

It’s critical for Hustle that we provide a great return on any data that users put into our product. Tags are one area where agents input lots of context about their leads but we don’t provide any easy summaries or opportunities to act on this information. We’ve added the tag report, which provides in-product reporting on which tags are being applied and who they are being applied to (including the ability to download all leads who have been tagged with a given tag!).

Organization Duplication

Account Admins can now duplicate an organization from the Account Overview page in their Account! They can create a new organization and bring over the following settings from an existing organization:

General settings

Administrators

Hours of Operation

Tags

Custom Fields

Link Tracking v2 - Variable Domains

We have released Link Tracking v2 where clients now have use-case specific domains available for shortening.

We think these domains are great for the following example use cases:

attend.events: for RSVP links or volunteering sign-ups

donates.us : for links to fundraising pages

membershp.co : for links to membership sign-up and renewal pages

sms.gives: also for links to fundraising pages, but uses “gives” nomenclature instead of “donates” (which is a better fit for some organizations)

You can read more about this on our blog post here: Get Valuable Data with Hustle Link Tracking

Link Tracking v2 - Custom Link Support

As part of our continuing work in link tracking, we've added the ability to track clicks on links that come from a custom field value on the contact. Customers who use a customized link per lead can still take advantage of Hustle click tracking as well!

In the past you could only track the same link for everyone in the goal. We added the ability for clients to track clicks on links that come from a custom field value on the contact. This means that customers who use a customized link per lead can use Hustle tracking and detect if someone has clicked on their customized link.

To use it, admins would first need to generate their own customized links for the leads and include that in their CSV upload as a custom field. Then, using the Share A Link goal type, select to use that custom field as the source of the link for each lead in the text and also turn on tracking. The admin can then select which domain they want to use (sms.gives or donates.us for example). Lastly, the admin would then need to add the link variable in their script.

Hustle will send a short link to the lead in the format of the domain that was selected and when a lead clicks on this link in the text, they will be redirected to their customized link.

Also, please note, if an organization does not have at least 1 custom field, this option will not appear on that section of the goal form.

For more information on the Share a Link goal type, check out: Goal type: Share a Link

Speedy Messages (Mobile and Web)

Anyone who has sent messages as a Hustle agent knows that 1) it’s a unique and exciting experience 2) our apps could be more pleasant to use. In particular, sending the initial messages in a workflow can feel painfully slow. This can lead to poor first impressions of Hustle (including in first-time trainings!).

To address this, we’ve now dramatically improved the speed of these initial sends in our mobile and web apps! This can reduce the time it takes to do a full set of initial sends by as much as 50\% -- something that we think each and every agent will notice. See for yourself:

March 2019

03/29/2019

03/21/2019

03/14/2019

03/07/2019

February 2019

02/27/2019

02/21/2019

02/13/2019

02/06/2019

January 2019

01/30/2019

01/23/2019

01/16/2019

01/09/2019

03/29/2019

Link Tracking v2 - Custom Link Support

As part of our continuing work in link tracking, this week we added the ability to track clicks on links that come from a custom field value on the contact. Customers who use a customized link per lead can still take advantage of Hustle click tracking as well!

In the past you could only track the same link for everyone in the goal. This week we added the ability for clients to track clicks on links that come from a custom field value on the contact. This means that customers who use a customized link per lead can use Hustle tracking and detect if someone has clicked on their customized link.

To use it, admins would first need to generate their own customized links for the leads and include that in their CSV upload as a custom field. Then, using the Share A Link goal type, select to use that custom field as the source of the link for each lead in the text and also turn on tracking. The admin can then select which domain they want to use (sms.gives or donates.us for example). Lastly, the admin would then need to add the link variable in their script.

Hustle will send a short link to the lead in the format of the domain that was selected and when a lead clicks on this link in the text, they will be redirected to their customized link.

Also, please note, if an organization does not have at least 1 custom field, this option will not appear on that section of the goal form.

For more information on the Share a Link goal type, check out: Goal type: Share a Link

Timing Report

P2P texting is still a new communications channel, and our clients often ask us for insight on what works and what doesn’t. One of their main questions is around when the best time is to message their users. We’ve now provided a new report that will answer exactly that! This is another example of using reporting to provide customized data insights that aren’t available anywhere else.

Warn on empty targeting when using custom fields

Adding a custom field to a script previously created some confusion for admins as it had an impact on the targeting of the goal but this was not clearly indicated in the targeting widget of the goal form. Today we are fixing this by updating the targeting count when a custom field is added to a script and displaying that custom field as part of the overall targeting spec! Users will no longer silently target zero leads just because they added the wrong custom field to their script.

03/21/2019

Case Insensitive Search on Contact Name in Conversation View

"Using conversation view to quickly find a specific contacts thread of messages previously required you use case-sensitive search, meaning that if the contact name was "Mike Smith" you had to type "Mike" to get the search results you wanted -- "mike" would return zero results.

Today, we are enhancing the search functionality in Conversation View by making contact name search matching case-insensitive. Search will also now return partial matches and matches on last name.

Link Tracking v2 - Variable Domains

Link Tracking was released to GA ~2 weeks ago and it’s had very rapid adoption. As part of the continuing focus in link tracking, we are releasing Link Tracking v2 where clients now have use-case specific domains available for shortening.

We think these domains are great for the following example use cases:

attend.events: for RSVP links or volunteering sign-ups

donates.us : for links to fundraising pages

membershp.co : for links to membership sign-up and renewal pages

sms.gives: also for links to fundraising pages, but uses “gives” nomenclature instead of “donates” (which is a better fit for some organizations)

You can read more about this on our blog post here: Get Valuable Data with Hustle Link Tracking

03/14/2009

Multi-select - select all contacts

Finishing up the multi select work, you can now bulk deactivate/reactivate or opt out all contacts in a group. Now clients can manage their own bulk opt outs!

03/07/2019

Custom Fields Sort Order

As part of ongoing work in managing contacts, we are rolling out the ability to sort the contact list on a custom field value.

Coming soon you’ll be able to “Select All” contacts to apply bulk actions.

Link Tracking GA

Link Tracking is coming out of a highly successful beta period where colleges were seeing ~6\% Click-Thru on links shared in SMS (way better than email!).

The feature is currently available as part of the “Share a Link” goal and for starters clients are able to share links that’ll be replaced by the donates.us domain (with more domains coming soon!).

As leads click the link, we’ll track those clicks on the goal stats page.

We've got additional domains roadmapped. This will give Admins the ability to select shortened domains that match other use-cases besides donations such as formembership drives, general giving, and event attendance.

02/27/2019

BB Luminate Online launched!

We launched our first big new integration of 2019! Check out this great blog post on the Blackbaud Luminate Online integration on our blog!

Intelligent Script Suggestions

This feature provides feedback on scripts are doing against Hustle best practices, and the user can click each of the best practices to learn the impact of following or not following the specific best practice.

Here’s an example of a script that does a great job matching up to Hustle Best Practices:

This script breaks down all guidance on best practices and each best practice has a dropdown to give more information on why it's important!

Create custom fields on CSV upload

Historically, Hustle hasn’t been very forgiving when you forget to add a custom field during contact list upload. Users have had to stop whatever they’re doing, go to the custom fields page, create the field, and then re-upload the list of contacts. That’s a lot of steps!

Now we’ve made that process much simpler by enabling custom field creation directly on the contact upload page!

Bulk opt-out reasons

Users can apply an opt-out reason during the bulk opt-out in the Contacts tab -- which enhances the power of bulk actions and saves time when opting out a large number of contacts in the Admin panel!

Account-level reporting

We previously launched a new Reporting screen at the organization level that displayed snazzy tiles for each new report and now we feature the same interface for Account-level reports!

02/21/2019

Organization Duplication

Account Admins can now duplicate an organization from the Account Overview page in their Account! They can create a new organization and bring over the following settings from an existing organization:

General settings

Administrators

Hours of Operation

Tags

Custom Fields

Removed Admin ability to change Agent name and email

This change is mostly aesthetic as the Admin's ability to change the user record did not reflect login credentials, only display. This is in preparation to allow Agents to update and manage their own information, coming soon. All email and phone number changes will still be managed by the Support team, as detailed here.

Additional Changes

Speedy Messages (web)

Manage Group table is now sortable by Group name

02/13/2019

Edit Multiple Contacts

In order to help clients manage their contact list more effectively with improvements to search and filtering, we now offer the ability for users to deactivate, reactivate, and opt out multiple contacts at once! Our filters now allow you to filter on multiple data points in your Contact list. Once you have narrowed down your search for your Contacts through filtering or search, you can multi-select Contacts to complete the same action in bulk.

Mobile UI Improvements

We anchored the “Send” button on mobile to make it easier send messages. Changed the progress bar changed to green for more fun! Finally, we upgraded the text message boxes for a more sleek modern look!

02/06/2019

Group details and table improvements

To help clients more easily navigate Hustle we are going to start uplevelling the many tables across the Hustle application, To begin with, we’ve included the created date and who created the Organizations at the Account Level; And we’ve done the same thing with groups.

Speedy messages (mobile)

Anyone who has sent messages as a Hustle agent knows that 1) it’s a unique and exciting experience 2) our apps could be more pleasant to use. In particular, sending the initial messages in a workflow can feel painfully slow. This can lead to poor first impressions of Hustle (including in first-time trainings!). To address this, we’ve now dramatically improved the speed of these initial sends in our mobile apps! This can reduce the time it takes to do a full set of initial sends by as much as 50\% -- something that we think each and every agent will notice. See for yourself:

We’re currently working on bringing this same initial send speed to our web agent experience -- then we’ll explore extending it to replies as well.

Updated visual assets in the App Store and Google Play Store

Both mobile platforms received a facelift in the Preview images in their respective stores. Now when clients visit them, they see current screenshots, not screenshots from 3 years ago. See below for new, updated app-store assets for that one time that Dunder Mifflin used Hustle.

The above 2 launches represent the first steps in a continued investment in making the Hustle iOS/Android app faster and easier to adopt and use.

Tag Report

It’s critical for Hustle that we provide a great return on any data that users put into our product. Tags are one area where agents input lots of context about their leads but we don’t provide any easy summaries or opportunities to act on this information. Today, we’ve added the tag report, which provides in-product reporting on which tags are being applied and who they are being applied to (including the ability to download all leads who have been tagged with a given tag!).

Reports Landing Page

As part of making Hustle easier to use and look great, we improving how users navigate to our ever growing list of reports. In place of the sidebar, we now have stylized icons representing each report alongside a report description. This is represents an improvement in messaging, UI and UX.

Taken together, this new landing page + report represent another step towards making data a core differentiator for Hustle. We’ll be launching more reports, bringing a similar design pattern to the Account level and investing in delivering more value earlier in a client’s Hustle usage.

New Script Editor

We launched the improved script editor to all clients (was previously in beta)! As you can see below, the new script editor looks great, has smooth performance and includes a better emoji picker.

Before:

After:

Stay tuned for more great features coming soon!

Improved error states on mobile

We’ve improved the way we handle error states on mobile! Rather than being left hanging by a spinner (or another error state), users will now see a nice error UI that prompts them with some next steps:

In order to make sure as few people see this screen as possible, we’ve also improved our error tracking. This should be invaluable to help us find new ways to make our apps more reliable.

Eliminate partial goal creations

In the past, when admins clicked the button to create a goal, the backend would sometimes fail during creation. This would lead to lots of weird user-facing behavior (goals that only sort-of worked) that eroded user trust in our frontend and wasted hours of diagnosis by support and engineering. This would happen 10+ times a week -- an intolerably large number. We’ve now made our goal creation process more robust so that users will not see partially created goals in the UI any more.

Hiding Bulk Imports

Bulk imports have represented a pain point for our clients -- they are difficult to use and have a high error rate. We are removing Bulk Imports from the side navigation porting of Settings (please note, the bulk import URL will still resolve). The very few clients using Bulk Imports have minimal usage (only 12 orgs in the last 2 months attempted an upload) and are not sad about the functionality being deprecated in favor of more reliable CSV uploads.

Web emoji keyboard

Finally, you asked for it and you got it we now have an emoji keyboard on web! No more memorizing awkward Mac keyboard shortcuts :)

Additional Changes

Android SDK Update

Link Tracking beta release

01/30/2019

Phone number releases from 60-day inactive groups

Earlier this week, we continued the process of informing clients via email and an in-product banner about deactivating groups that hadn’t sent or received a message in more than 60 days.

01/23/2019

CSV Upload Improvements

We’ve had a long-standing issue where the list upload process is unreliable and provides minimal error-messaging to clients (often clients would end up at a blank white screen). Today we are taking steps to improve this experience.

Firstly, we are increasing the size of files that you can upload. Previously our uploader would fail on files above 10 MB, now we are able to accept uploads as large at 50MB.

Secondly, we are improving our error messaging, users should no longer land at a white screen when there is a failure;

Finally, we are continuing to invest engineering resources to improve the reliability & usability of this very important flow that the majority of clients currently use (so expect to hear more about uploads!)

For context, focusing on non-profits and higher education clients, ~70\% of all contacts uploaded by these clients were done via our upload tool. One final note, we are continuing to implement the limit of 100,000 for contacts in groups. Files that have more than 100,000 lines will encounter an error providing guidelines on next steps they can take.

Opt-out Report

A common request from clients has been (a) to be able understand opt-outs to a greater degree and (b) to be able easily export contacts who have opted-out via download. The export functionality in particular is long-requested as it helps clients upload Hustle opt-outs to other channels to ensure they don’t continue to contact them.

To deliver on these asks, we are shipping a new report to help clients understand opt-outs and to export the opt-outs. Additionally, we have provided filters to choose a date range, as well as being able to search the contact table view to confirm whether specifics contacts or phone numbers are opted-out.

This represents the second report we’ll launch this month, and it won’t be the last.

Removing Unused and Broken UX

Removing Account Feedback Prompt

This prompt was in place during the beta period of the migration to Accounts. It’s no longer needed as we are well past Accounts being in beta. We are removing this prompt; but we’ll be retaining the functionality should we want to reintroduce it elsewhere in the admin application.

Removing User Profile Email settings

We are removing two checkboxes that individual users could use to (a) Get Notifications on completion of exports; and (b) Receive weekly updates on goal progress. Why are we removing these? ...Well because they didn’t do anything at all and were likely to confuse users. We’ll be revisiting how we use email as we move through Q1.

Additional Changes

Blackbaud Luminate beta release

01/16/2019

Fix Alignment and Styling in goal stats

Before, we had an alignment bug that was highly visible to almost anyone using the product:

After, we have a nice, clean alignment!

Fixed Export Button to be a real button

Remember when the “Start new export” wasn’t a real button, but instead was a link (that didn’t even show up as clickable when you hovered your cursor over it)?. ...No, we can’t remember that either.

01/09/2019

First come, first serve duration setting

Customers (particularly those with call centers) have long asked for flexibility in how Hustle reroutes first come, first serve (FCFS) leads that weren’t responded to. Admins now can now reroute FCFS leads as quickly as 5 min after the message is received, or as long as 24hrs after!

Agent Report

Our clients have long asked for help understanding their agents -- such as which are the most effective and the most productive. We now have in-product reporting that will help admins answer those questions; alongside the ability to filter by date, group and down to a single agent. And you can download the data for offline slicing and dicing!

Additional Changes

Enhanced CTAs on Agent and Admin Login on Web & Mobile

Fixed Account Dropdown UI in Agent Web

Improved Script Editor beta release

This article will explain how to accessthe Hustle webapp andinstall iOS and Android mobile apps. If you need to create new accounts for your team, please see how to create a new account for further instructions.

1. Get the Hustle app

For the webapp, go to https://web.hustle.com

NOTE: We only support GoogleChrome for web browser experience.

For our mobile apps, go to:

iOS: http://bit.ly/HustleAppStore

Requirements: A WiFi or network-connected iOS device oniOS 7.0 or higher.

Android: http://bit.ly/HustleAndroidApp

Requirements: A WiFi or network connected Android device onAndroid OS 4.1 or higher.

2. Log In

Enter your email and password and click Login.If this is your first time using Hustle, please see how to create a new account for more information.

NOTE: All parts of the access logins arecase sensitiveand should not include spaces.

3. That's it! You are ready to start Hustling!

Your Hustle administrator will be able to see that you have installed the app and will take care of adding contacts or creating a new goal workflow for you. To be ready for your first workflow, read onto to our How to Complete a Workflow article for more information.

Hustle’s web app is accessed at https://web.hustle.life/ for Agents, and http://admin.hustle.com/ for Admins.

The only browsers we are able to offer support with are Google’s Chrome.

All other browsers, while likely able to access the web app, do not utilize the same performance optimizing tools integrated into the web experience. While they will load the site, we cannot troubleshoot issues the happen in other browsers such as Safari, Opera, or Edge.

For optimum performance, we recommend using the most recent version of browsers and mobile operating systems.

Welcome to Hustle, Agents!

Logging in as an Agent on Web

Logging in as an Agent on Mobile

Switching Orgs as an Agent on Web

Switching Orgs as an Agent on Mobile

Welcome to Hustle, Agents!

Logging in as an Agent on Web

Logging in as an Agent on Mobile

Switching Orgs as an Agent on Web

Switching Orgs as an Agent on Mobile

Welcome to Hustle, Agents!

Logging in as an Agent on Web

Logging in as an Agent on Mobile

Switching Orgs as an Agent on Web

Switching Orgs as an Agent on Mobile

A definitive guide for all Hustle terms used throughout the product. Please note that the terms LEAD and AGENT are used throughout.

Hustle Glossary

Actions

Lead responses to goal ask as recorded by agent using the YES/NO buttons on the web and mobile client.

Admins

These are your administrators for the organization. These are the people who have access to the web app, can upload and assign contact lists, and create messaging goals.

There are two levels of admins permissions:

Group

Can change group settings, upload contact lists, assign contacts, create messaging goals, and export group data in specified groups only.

Cannot add/edit tags or change organization level settings.

Cannot create new groups

Group level admins do not need to be organizers in the group for which they are admins

Organization

Can change group settings, upload contact lists, assign contacts, create messaging goals and export data across all groups within the organization.

Can add/edit tags and change organization settings

Can create new groups

Organization level admins do not need to be organizers or admins for any group within the organization

Agents

These are the folk who use the Hustle app to send and receive messages with leads on behalf of the organization. They use either the mobile or web client and can send messages to leads through workflows or through individual conversation threads.

Clients

We sometimes refer to our agent facing apps as “clients”. There are two clients currently available for agent use:

Web

Mobile (iOS and Android)

Goals

These are targeted messaging tasks that admins can create for agents, usually with a specific outreach purpose in mind. Each goal can be broken in to multiple goal steps and so appear as multiple workflows for an agent.

Goals are created by admins on the admin panel.

Goal Strategy

Agents can message any of the leads within a goup

Anyone

Assigned contacts

Groups

These are the buckets into which we put contacts and organizers. Admins add organizers to groups, then upload contacts who are assigned to those organizers based on specified parameters (at random, to a specific set or to only one).

Groups can only be created by admins with organization level permissions

Leads

These are the folk uploaded into the Hustle system and texted by agents on behalf of an organization. They are the people who will ultimately receive texts from Hustle.

Workflows

These are the tasks that an agent will see on the mobile or web app. There are two types of workflow:

Send:These workflows are tied to a goal step within a goal created by an admin

Reply:These workflows are for agents to send responses to leads. They are not tied to any goal step.

You can see ourlatest performance and uptime metrics at status.hustle.com.

If any issues are affecting Hustle's speed or performance, you can check here. Other factors that lead to slow sending or page loading can include wi-fi/internet speed and connectivity.

If you are still having issues, contact Hustle support at [email protected].

Hustle only uses 10-digit phone numbers to deliver texts on our platform -- the conversation and relationship should be real, so why not the number?

Phone Number assignments for your texts happen at the time a text is being sent out to the recipient -- that is, for the first time a contact is being texted within a group. (Even if the contact has been texted in another group within the same org, they will receive a text from a new number if they’ve just been added to the new group.) That phone number does not change unless the recipient is texted in an Assigned messaging strategy, and then is later reassigned to a new Agent in another Assigned messaging strategy. (Similarly, if someone is sent a message from an Anyone assigned goal, then an Assigned goal, that also changes the phone number.) This allows the conversation to thread properly for the contact within their text messages.

Deactivated Groups

Due to the fact that number assignment happens at time of engagement with a contact within a Group, and because the numbers change for each group a contact is texted from, Hustle ensures that the threads people are texted from are relevant and up-to-date by retiring old numbers not used within 60 days. When this happens, Hustle moves the group to adeactivated status. In this way, these groups become much like a museum: the group becomes unusable where texts cannot be sent or received, but the old conversations can be viewed and searched. This also means new groups have to be made if those contacts need to be contacted again and there is not a currently active group addressing the contact.

You can confirm that a group has been made deactivated when all active buttons are removed as seen in this example, where it is not possible to add a new goal:

Deactivated groups are not able to be reconverted to active groups. To reengage with a contact, you will need to reach back out to them via a currently active group, or a new group.

Can't see a deactivated group that you know existed? Make sure to select status 'inactive' when managing your groups.

NOTE: When a group is made deactivated, while you can no longer text within that group, you may still text the contacts by exporting those contacts and adding them to a different (new or existing) group. A group being made deactivated does not affect group membership in other groups.

Preventing Deactivated State

To prevent a group from being automatically moved to the deactivated state, engage with your contacts in a specific group at least once every 60 days or less. This motion marks the group as active and no transition to the deactivated state will take place.

Once a group is deemed deactivated, the group may not be used again to send texts. In this case, you’ll need to export your contact list and create a new group to engage with them. When the new group is contacted, you’ll need to re-identify your organization to the contact as the number with which you contacted them will have changed.

Running your first text bank or even your twenty-first text bank can be challenging! The best way to determine if your text bank is going well is to identify what success looks like from both the perspective of the coordinator and of the agents sending out text messages for your organization. This article will outline the online resources that Hustle provides folks who are running their first text bank!

Train-the-Trainer Toolkit

With years of experience and training, our Client Success team has created the Train-the-Trainer Toolkit to enable Hustle users to successfully run a text bank. This toolkit outlines what is needed in preparation for, during, and following training. This includes a deck that can be co-branded so you can train agents to use Hustle effectively and videos demonstrating how to use both the web and mobile application.

The Train the Trainer Toolkit includes the following:

Agent Web App Demo

Agent Mobile App Demo

Hustle Trainer Guide

Hustle Text Bank Deck

Hustle Text Bank planning Guide

Text Banking and Logistics Guide

NOTE: Be sure to make copies of the decks and guides to ensure that you can make any edits as needed.

With all of those resources at your fingertips, you are ready to get out there and start making a change within your community! Hustle on!

Admins can integrate goals with VAN Events & VAN Survey Questions to update participation status and VAN survey question responses.

If you use the VAN Survey goal type, the Configure Integration section won’t be visible. Conversation activity and actions that take place before the integration is configured will not sync to VAN.

VAN Event integrations are not available via My Voters integrations.

Fill out the goal creation form as you normally would. Towards the bottom of the page is the Configure Integrations section, which is where you’ll setup how your goal pushes data to VAN.

Click Add an integration.

Select the Integration you want to use and under Destination choose if the goal should update a VAN Event or a VAN Survey Question.

If the destination is a VAN Event:

Enter the VAN Event ID.

Click Load.

Select Shift, Role, and Location values from the drop down

Map what gets sent to VAN based on how contacts respond to the initial message. (e.g. Canvassed, Yes, No, No response)

Click Done.

If the destination is a VAN Survey Question, you’ll then be prompted to map what gets sent to VAN based on lead actions and conversation activity (i.e. initial message, No response, Yes, No, reminders).

Any changes made in VAN can break the integration so the changes also need to be made in Hustle.

Your goal is now set up to push event participation status and survey responses, through the integration, into VAN.

Administrators can sync Hustle tags to Activist Codes, Survey Questions and Canvass Results to NGP VAN for the purpose of collecting additional information.

NOTE: You must be an org administrator in order to access and add tags to Hustle.

Setting up Tags syncing

To access your settings navigate your browser to admin.hustle.com, and then select Settings > Tags to access your organization's list of tags.

Select the Edit button next to the corresponding tag you want to sync to VAN.

From the tag editor, select the Activist Code, Survey Question or Canvass Result from any of the corresponding drop-down menu options.

Once you’ve selected which field(s) should sync back to VAN, click save and your setup is completed. Now when a tag is applied to a contact, the corresponding Activist Code, Survey Question, or Canvass Result will be applied to the contact's profile in VAN.

NOTE: Only one response per survey question will be reflected in VAN. If multiple responses have occurred, only the most recent survey response will be reflected in VAN.