WHEN A CUSTOMER SENDS BACK-TO-BACK TEXTS OR EMAILS, AND USER RESPONDS TO THE MESSAGE (THE MOST RECENT ONE), THE ADDITIONAL TEXT/EMAIL CONTINUES TO COUNT AGAINST TIME AND FALL INTO UNREPLIED FUMBLE. SHOULD NOT COUNT AGAINST OUR FUMBLE RATE IF WE RESPOND (OR IF A CUSTOMER IS A SHOTGUN TEXTER AND SENDS THREE BACK-TO-BACK TEXTS).