BDC hops in on conversations when they see a customer is waiting on a reply and they feel like the sales rep is not available to respond. Several times we see that BDC and the Sales Rep happen to get back to the customer at the same time. This results in simultaneous conversations--one in text, one by phone. This is not a good situation for the customer. It is very confusing.

EXAMPLE: I was in the middle of texting a customer who was wanting to schedule an appointment. One of the BDRs jumped in and called the customer while I was literally texting the customer. This resulted in a text from one person and a call from another at the exact same time. It also confusing deciding who will end up getting paid for the show.

I feel this is a very important feature. I reached out to Call Revu to see if they could alert on real time phone calls. Hopefully Drive can alert on real time texts. We just need to see if someone is actively in a conversation with the customer before we touch base.