No Response Needed Message in Unreplied Causes Fumbles / Double-Click to Like
gathering votes
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Jennifer Minnich
It would be nice to have a "No Response Needed" option to clear Unreplied Conversation Notifications.
It would be nice that if an unreplied message comes in that is less than 10 words, no response would not be counted as a Fumble.
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Is it possible to incorporate an option for us to just double click a guest message to "like that message" instead of us trying to send thumbs up emojis back and forth to stop the clock. We are trying our best to decrease our fumble rate and now I was just informed that anytime we click ignore it auto fumbles!!?
Shawn Goebel
Merged in a post:
Don't Count a "Liked" Message As a Reply
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Cody Bristow
Customers are using reactions more and more these days. If someone "Likes" my message it feels weird to have to reply to keep from fumbling messages.
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Jacob Coleman
Merged in a post:
Response not needed
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Matt Council
Some customers always want to get the last word in. Managers should be able to mark a lead as 'response not needed' to avoid a message response fumble when there isn't anything that needs to be said.
Shelby Parker
Thank you for posting, Matt Council! I have a few more questions for you:
- How should the 'response not needed' status be visually indicated to managers within the CRM?
- Should there be any notification or alert for leads marked as 'response not needed' to ensure they are not overlooked?
- Is there a specific workflow or process that should be triggered when a lead is marked as 'response not needed'?
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Cody Hutson
We see a high number of "liked" messages in the CRM and there's no smooth way to respond to that. Including this option for select messages would be ideal.
Shawn Goebel
Merged in a post:
URGENT- Messages show no response
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Andrew Stein
Need a button or ability to mark a conversation as read. Customers messages us small things like "Thanks" and it tells me that I haven't responded and hurts my numbers. Need a way to clear the conversation so it doesn't hurt my response rates
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Andrew Stein
Hey Shelby, to answer your questions
- it could be you put a button that will mark it as responded to, or no response needed.
- it could move it to a separate category such as "no response needed." and should not effect response rate, maybe to hold sales people accountable the manager gets a notification to review so make sure that the button was used correctly and people aren't skipping tasks, or it could send a notification to the manager and they have to approve it and then it moves to responded.
- there shouldn't be any thing that does it automatically because sometimes people text in multiple texts. every text should be seen be the sales person.
In my opinion and the opinion of my peers playing the last word game can come across as being excessive, overbearing, and bothersome to our clients and give them a bad taste in their mouth.
Thanks,
Andrew Stein
Shelby Parker
Hey Andrew Stein, thanks for your feedback! I have a few more questions for you:
- What specific criteria should be used to mark a conversation as read?
- How would you like the 'mark as read' feature to impact your response rate metrics?
- Are there any specific types of messages that should automatically be marked as read?
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Danielle Delano
Same with when they "like" a message! There is no need to respond to a liked message!
Shawn Goebel
Merged in a post:
Clear the text notification without responding, as sometimes the customer replies with a rhetorical message
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CJ Leslie
Shelby Parker
Hiya CJ Leslie, thanks for this post! I have a few more questions for you:
- How often do you encounter situations where a customer replies with a rhetorical message?
- Would you prefer an automatic clearing option for such notifications, or a manual option to clear them?
- Are there specific types of messages or scenarios where this feature would be most beneficial?
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