Detailed PatchThru Process


PatchThru allows your phonebanking team to seamlessly connect contacts with third-party targets, such as elected officials or organizational leaders. This is especially useful when you're running a campaign that includes advocacy or civic engagement actions. 


There is no additional cost to use PatchThru as it is included as part of your per dial or per contact rate.This guide walks you through how to prepare, configure, and review PatchThru campaigns in ThruTalk. 


TABLE OF CONTENTS


PatchThru Targets

To get started with PatchThru, you’ll first want to create your list of PatchThru targets. This starts by accessing your PatchThru Directory from the left sidebar menu within ThruTalk Tools. Please review our PatchThru Directory guide for details on how to create and edit your target list.


If you're using existing targets from the PatchThru Directory, be sure to double-check their contact details and update them as needed via the Edit option.


PatchThru Script

Once you have your target list ready for calling, you’ll want to create your PatchThru-ready script.


As a best practice, the following are some helpful tips to consider when crafting your script:

  • Use script branching to capture the PatchThru survey data.
  • If you intend to add more than one PatchThru target to the campaign, you may want to put a script item reminding the caller how to choose which target to connect the contact to.
  • Use script branching to offer the callers guided conversation on how to reassure the contact about speaking with the third-party target in case it is needed. Example: The branching could start with a yes/no script question of "Does the contact need reassurance to call the target?"
  • Use instant followup within your phonebank script to send the intended script to the contact that they can use when speaking with the third-party target.
  • Use a script item (such as a script block) to let the caller know if they should stay for the conversation to gather data or leave the call after the contact and target are connected.


If you are syncing data with VAN, make sure to create and import a survey question in VAN to capture and sync the PatchThru results if the contact takes action on the request.


Adding Targets to Campaigns

After your target list and script are ready, you can add those targets within your campaign.


You can add targets during step 3 of campaign creation or after launch. 


Cloned Campaign Targets

When you clone a campaign, the PatchThru targets from the original campaign will be carried over to the newly cloned campaign. However, you can remove or add any targets from that cloned campaign as desired.

Ready for Calling

Now that the targets are on your campaign, your PatchThru calling campaign will be ready for callers to begin phonebanking and connecting contacts. To set your callers up for success, make sure to share our How to Use PatchThru in ThruTalk guide.


After a PatchThru Phonebank

After your PatchThru phonebank, you can create an account or campaign-level PatchThru Calls export. You can also receive a nightly S3 export. 


The data in this export will include the following: 

  • PatchThru status (success or failure)
  • Which contact connected to which target
  • Hhow long the contact was connected to the target


If a PatchThru Export is run during live calling, the data may not include calls made within the last five minutes. For accurate results, run the export after calling has finished. 


Please reach out to support@getthru.io if you have any questions.