Message Relays: Sales and BDC on Deal Notified of a Customer Response to Email or Text
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Jonathan Schultz
As a Salesperson or BDC user associated with a Deal, I would like to be notified of all incoming emails or texts associated with the Customer and their Deal, not just the emails or texts that are sent to me.
For example, if a Manager sends a text to the Customer on a specific Deal, and the Customer responds to that text, I would like to be notified via Notifications (both Desktop & Mobile) that the Customer responded to the text.
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Ana Lima
YEEEEESSSSSSS
Michele McCoy
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We are excited to announce that this new feature has been released! It's called "Message Relays". You can find it under My Settings -> Notifications -> Message Relays. Notifications can be turned on for Feed, and/or Desktop. (mobile push notifications coming soon) As Sales 1, Sales 2, or BDC, you will receive notifications for incoming messages sent by your customers, even if they are not addressed to you.
You can view this release and others in the Changelog -> https://drivecentric.canny.io/changelog/new-feature-message-relays
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Ana Lima
Michele McCoy I just did the message relay, and I do not find it useful at all. Customer responses, regardless of who they are responding to (live agent or genius), should appear under the UNREPLIED icon. The Message Relay is not doing this. I just did the message relay, and I am not finding it useful at all.
Could you explain to me how the message relay makes a difference? It continues to show up at a tag under the bell notification, which is not helpful.
Michele McCoy
Ana Lima: Thank you for reaching out. I am happy to help. Message Relays is a feature that ensures sales and BDC team members receive notifications for incoming customer messages, even if they aren’t directly addressed to them. This is beneficial because it increases responsiveness by ensuring that important customer communications are not missed, enabling faster and more efficient customer service. You may not need to respond if your team member is in communication with the customer, but it keeps you aware of the conversations at hand.
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Ana Lima
Michele McCoy Thank you. I understand the concept, but how do I receive these notifications? When a customer responds to me, I get notified under the "UNREPLIED" notification icon. Once I engage message relays, how will I get these notifications? Will it also go under "UNREPLIED"?
Michele McCoy
Ana Lima: You will be notified of Message Relays under the bell icon on the left notification bar.
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Ana Lima
Michele McCoy The problem IS receiving notifications under the bell icon. We receive several different types of bell notifications and replies from customers who get lost there. At that point, it's fishing for information, and people easily miss these notifications all the time.
Say a customer replies in the morning, and three other people do so, too. Then we have cars dropping prices, and then several people open their emails, and then managers tag me in profiles... these can easily add up to 50 bell notifications in no time. It will be a challenge to go find those morning replies and quickly identify which notification is for which specific customer of the 4 who replied in the morning.
Which brings me to my original point. Either have ALL replies go to the UNREPLIED icon on the left or DELAY the AI's engagement so that all replies come to the salesperson. Once Genius engages first, the replies will most often go to the Genius, even after the Genius has been fired – even if they are replying to my text.
Michele McCoy
Ana Lima: I'd like to open up a new feature request with your permission. Do I understand you correctly that you would like a better way to organize notifications so you can easily see the ones you care about (ex: message relays) without them being buried. Maybe through tabs in the notification list? If you would agree then I will start a feature request on your behalf.
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Ana Lima
Michele McCoy Michele McCoy Yes! Thank you! The problem is that receiving the text/email responses from customers through a tag from genius under the Bell tab is difficult to keep up with. Since all tags from Genius look the same, without any customer-identifying information, you can skip or miss notifications. If you have to go back to find it again later, good luck.
All text/email responses from customers should under to the UNREPLIED icon. That way we can easily see who sent what, easily accessible, separate from all other notifications, and they stay there until you reply to it.
Michele McCoy
Ana Lima Thank you for explaining all of this. I will add a feature request with the information we spoke on and see what other users think about it as well. Thanks, Ana!
Drew Adler
Hey All - we are really excited to introduce this feature and hope to do so soon! It will be called 'Message Relays' and it will be located in My Settings -> Notifications -> Message Relays and will be able to be enabled by each user as a Feed, Push, and Desktop Notification upon release (screenshot attached). Once enabled, if you are Sales1, Sales2, or the BDC on a Deal, you will receive a Message Relay Notification on inbound text and emails that are sent from the customer, despite the message not being sent directly to you. We will continue to provide updates via this forum!
Drew Adler
Merged in a post:
Notifications for all parties.
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KP MEEKS
My sales people have unanswered messages because we don't get notifications from others. We have a BDC at our store and if agent gets a response the sales people don't get anything about the conversation. It would be helpful if everyone working the deal knows what's going on.
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D'Aundre DeMars
agreed, especially if you have Genius reaching out as well, sometimes you don't even know your guest saw a message
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Earnest Winston
Yes please, I agree! Thank you.
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K-Sandra Martin
Yes please, keep me in the loop!
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John Vincent
FINALLY!!
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Jacob Coleman
in progress
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Ana Lima
Jacob Coleman I just did the message relay, and I do not find it useful at all. Customer responses, regardless of who they are responding to (live agent or genius), should appear under the UNREPLIED icon. The Message Relay is not doing this.
I just did the message relay, and I am not finding it useful at all.
Could you explain to me how the message relay makes a difference? It continues to show up at a tag under the bell notification, which is not helpful.
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Joel Lay
Praise the Lord
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