Spring forward: New STWT features to enhance your advocacy work

Spring is in the air, and we are focused on supporting our clients' important advocacy and resistance work. Here at Scale to Win, we want to help you be as effective as possible with your political and organizing campaigns. 

As we continue to build features in response to client requests and feedback, we’ve added Escalation Inboxes and other product improvements to help make your workstreams even more efficient. 

Our product release for March 2025 features the following features in Scale to Win Text:

Escalation inboxes

User-requested improvements

Read on for more details on each of the new features. 

Escalation Inboxes

What is it?

During busy times, your texters might encounter a question they don’t know how to answer, and STWT now has a way for texters to easily and quickly escalate the question to another person or team.

Once an admin or higher creates an Escalation Inbox, any texter can use the “Escalate” button from the threads to transfer the conversation. After a texter clicks the escalate button, a pop-up box will appear with a dropdown, asking the person to choose the reason for the escalation. Once the texter chooses and confirms the reason, the conversation moves away from the texter to an inbox for the team handling these questions.

A text conversation can also be de-escalated to the original campaign once the issue has been resolved or if the escalation happens accidentally.

The escalation button can be used for voter protection questions, texts in a language the texter doesn’t speak, or specific questions for candidates or elected officials that can’t be answered with recommended replies, and more. 

Set up: This feature will automatically be available to all Scale to Win Text accounts, and an admin will need to create each new inbox. Check out our Escalation Inboxes help article for more detailed instructions on setting up escalation inboxes in your account.

How does it help you?

• Quality assurance: Make sure the most qualified volunteers or staff are addressing conversations that require specific knowledge and recipients are getting the specialized attention they need‍
• Quicker response times: This feature helps ensure urgent or sensitive matters are handled promptly and correctly, improving the overall quality of the responses and maintaining the integrity of your campaign
• ‍Focused workflows for texters: Escalation inboxes ensure that texters can stay focused on the conversations they are equipped to manage. This results in a more efficient workflow, as texters spend less time handling complex queries and can move on to the next conversation in their queue.‍
• Flexible and scalable management: The feature allows campaign admins to filter escalations, move conversations between inboxes, and even edit or remove inboxes as necessary. This flexibility allows them to adjust priorities based on real-time campaign developments, helping maintain smooth operations even as campaign needs change.

User-requested improvements

What is it?

We often gather and incorporate customer feedback when developing our product features, and we’ve recently made several improvements that resulted directly from user requests for Scale to Win Text. You can read through the complete list of changes below. Please contact the team if you have any questions about the new features.

Campaign building and maintenance

• Admins users can now bulk-archive campaigns
• Previously restricted URLs are now allowed in initial texts when link shortening is enabled (e.g., you can now use Google Doc links if link shortening is enabled)
• The last_name field is no longer required for contacts (first_name is still required)
• We’ve added a texter settings button that allows a texter to select whether they want to autoadvance to next thread after replying (on/off toggle) and view possible texter keyboard shortcuts

Visual improvements

• Links are now shown as clickable hyperlinks in preview messages
• Added an ROI column to the campaigns landing page so you can see how your campaigns are performing at a glance rather than clicking on each campaign 
• When you upload a CSV, we’ll now automatically trim any whitespace from contact fields, so you don’t need to remove it manually before uploading

Set up: All of these features are currently available to all Scale to Win Text accounts

How does it help you?

• Time savings: These improvements should help you save time as you are building and sending your campaigns ‍
• Ease of use: We aim for Scale to Win Text to be as easy to use as possible. These small improvements should create an even better experience for users of all levels.