Auto-Resolve Unreplied Texts After Logged Phone Call | Voters

Auto-Resolve Unreplied Texts After Logged Phone Call

Emory Thompson

I would like to request a feature that automatically clears or resolves unreplied text messages once a phone call has been logged for the same customer. 
For example, if a customer sends a message such as "Can you call me?" and we log a completed call with that customer, the system should recognize that the request has been fulfilled and remove the message from the "unreplied" queue.
Currently, the only way to clear these messages is to mark them as "ignored", which can inaccurately reflect our engagement with customers and negatively impact performance metrics. This enhancement would ensure more accurate reporting.

Shelby Parker

Thanks for sharing this, Emory Thompson — totally hear you on how marking these as “ignored” can skew engagement and reporting. This is really helpful context, and I’m looping it into our review with the team so we can assess the best way to handle auto-resolving unreplied texts after a logged call. If we need any additional details on your workflow, I’ll follow up.