identify which phone number a customer text us from. | Feature Requests

identify which phone number a customer text us from.

Michael M

i currently have a customer with 2 mobile phones and it doesnt differentiate which one he is texting me from. it would be nice if we could tell.

Shelby Parker

Thanks for flagging this, Michael M — totally hear you on how confusing that can get when a customer has multiple mobiles. To make sure we’re solving the right thing, can I ask a couple quick questions: in what part of the workflow do you most need to see which number they texted from (while viewing the thread, when replying, or when logging the interaction)? What’s the biggest issue it creates for you today (e.g., replying from the wrong number, mixing up who has which phone, record/reporting accuracy)? And if a customer has more than one number on their profile, would you prefer all texts stay in a single combined conversation, or split into separate threads per phone number?

Michael M

Shelby Parker when i go into a customer account and look at activity to review our past conversations is when it causes the most confusion. It would be good if each text had the phone number shown with it when we look back.