Ignore Text Reactions or Customer Liking a Text | Voters

Ignore Text Reactions or Customer Liking a Text

gathering votes

JOHN SPATZ

Can we please stop when a customer "Likes" a text having it come in as a text from the customer and thereby being an "Unanswered" Text.

It is artificially increasing our Fumble rate and there is no easy way of clearing it out without replying AGAIN to the customer with a thumbs up or something which is awkward at that point.

David Noe

This is EVERYTHING! Please fix this.

Jonathan Chizever

Crazy this still hasn't been done

MERANDA BARRAGAN

yes

Caressa Bastian

yes please

Jaci Kiger

Please!

John Mottes

that would be great

Andrew Gutmann

Why this issue is still unresolved is beyond me. Been using drive for 5 months now. Simple fix of (or what seems like simple) coding and recoding and it could be taken care of...

If you [companies] want accurate metrics, otherwise your data is wrong. Black and white.

Drew Adler

Merged in a post:

Disable Customer 'Like' Feature for Responses

Justin Graham

PLEASE ELIMINATE THE ABILITY FOR CUSTOMERS TO LIKE RESPONSES. HERE AT STIVERS, INTERNET MANAGERS, ARE REQUIRED TO SEND THE LAST TEXT MESSAGE, AND WHEN CUSTOMERS LIKE IT, THERE IS NOTHING TO RESPOND TO OTHER THAN SENDING A THUMBS UP, AND FROM THEN, IT BECOMES THUMB UP OR A LIKED MESSAGE BATTLE.THANKS IN ADVANCE.

Shelby Parker

Hello Justin Graham! I have a few more questions for you:

Can you provide more context on how often this 'like' feature is causing issues in your communication with customers?
Are there specific scenarios where the 'like' feature is more problematic?
Would a feature to disable 'likes' on a per-conversation basis be a suitable solution for your issue?

Ana Lima

Shelby Parker This is a constant problem at our dealership as well. We are ALL required to have the last word with a guest. Ignoring a response does not clear the "unresponded" messages and this affects our statistics. Some messages are not ones you can simply respond to, such as "stop" or guests "liking" their messages. Once they do, we have to send an emoji back and they might like the emoji again, then you have to send another awkward response back. 
There are simply no scenarios in which "liking" a response is not problematic. 
Given how the metrics work, there is no situation where "liking" a response is helpful. If you make this option available on a per-conversation basis, we will have to deactivate it every time, which is neither productive nor helpful. The best solution is to simply not have that option ever.

Michael Sylvan

AGRED. THIS AFFECTS PEOPLES ACTUAL INCOME. ALSO CREATES AWKWARD COMMUNICATINS WITH CUSTOMERS. MASSIVE FUMBLE FOR DRIVECENTRIC. MASSIVE. AND IT SEEMS LIKE THEY ARE NOT TAKING IT SERIOUSLY. THIS IS NOT OK.

→