C
Courtney Burgess
We understand the importance of responding to each customer text but the actual set up of the conversations tab, particularly unreplied messages, causes us to fumble when the customer has sent multiple messages.
For example, the customer sends one message at 9:05, then reaches out again at 9:35, the rep may be working through all their out reach tasks and not realize that there was a second response and the unreplied tab is prompted them to respond within an hour from the most recent communication - while we're getting close to fumbling the original.
I suggest that the unreplied tab either contains each message to show exactly what we are in danger of not replying to or another tag/category before BH Fumbled, Last Chance to Avoid Fumble or similar, where it alerts before it enters that Fumbled Status.