Genius - Notification on Incoming & Outgoing Messages
gathering votes
H
Heather Williams
We are having issues with a customer responding "yes" to opt in to a text and genius replies and it clears from the conversations notifications. This is a problem because if we do not reply (because we never saw it), it is counting as a fumble. We either need to be notified that the customer replied or it doesn't need to count as a fumble. Genius is also jumping into the middle of full blown conversations and it is confusing the customer. The other day I responded to a customer, and 2 mins later Genius responded as well.
Drew Adler
gathering votes
Drew Adler
Merged in a post:
TEXT THAT GOES TO GENIUS, NOTIFY SALES/BDC
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Alison Boutillette
When the genius texts for appointment confirmation or the genius is the last person to text the customer, can the sales person and/or bdc on deal be notified when the customer texts back? Sometimes, the genius is the last person to text, and days later the customer texts in and it goes to Genius not to the associated sales/bdc.
Shelby Parker
Hiya Heather Williams, thanks for this post! I have a few more questions for you:
- How often does the issue of Genius responding unexpectedly occur?
- What specific notifications would be most helpful for the sales team to receive when a customer replies?
- Can you provide examples of how Genius's responses have confused customers in past interactions?
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Alison Boutillette
- When a text is received should be the trigger. Whoever is on the lead should get a notification.
- Alert that a text has been received should be sufficient.
- Maybe that could be a setting where the person can set- options should include push, feed, and desktop. :)
Thank you!
Shelby Parker
Hey Alison Boutillette, thanks for your feedback! I have a few more questions for you:
- What specific criteria should trigger the notification to the sales person or BDC?
- Should the notification include the content of the customer's text or just an alert that a text has been received?
- Is there a preferred method for how the sales person or BDC should be notified (e.g., email, SMS, app notification)?