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.

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?

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.

Drew Adler

Merged in a post:

Remove Clock Restart When Lead Reacts To Texting PLEASE!

Jason Cline

It creates unnecessary work and inconsistent conversation. Certain things just do not require responses. If we're using AI, it should be smart enough to determine necessary and unnecessary responses.

Shelby Parker

Great to hear your perspective, Jason Cline! I have a few more questions for you:

Can you provide examples of the types of responses that you consider unnecessary and that should not restart the clock?
Could you clarify what you mean by 'clock restart'? How does this currently impact your workflow?
What improvements would you expect to see in the AI's ability to determine necessary and unnecessary responses?

Colin Marshall

100% Agree! I was just going to suggest this myself. Our management penalizes staff for leaving unreplied to messages. When a customer "likes" a text, it comes through on our end as a text message that must be responded to. This means we have to respond with another message just to get the unreplied to "like" off of our clock, which can appear awkward to customers.

From a management/ownership perspective, it can also skew end-of-month reports by showing a large number of unreplied to or late-replied-to texts, that weren't ever texts to begin with

Caitlyn Wetherald

These should function the way notifications work for opt out texts. If a customer replies Stop or No to the opt in text, I get a push notification on Mobile, but it doesn't actually create an unreplied message in the sidebar.

Jacob Coleman

Merged in a post:

Likes should not trigger the response time, nor require a response

Michael Sylvan

Likes should not trigger the response time, nor require a response.

Mary Dyami

AGREED!!!!!! It looks unprofessional to just send a random emoji to something that doesn't even require a response.

D'Aundre DeMars

Agreed, when someone likes a text message I sent them it comes back saying they liked it and asks me to respond, that doesn't make sense. The guest does not expect or need a response and we shouldn't be timed to give them one

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