Notifications for Unreplied Messages
gathering votes
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Caitlyn Wetherald
I've been trying to think of a way to send additional notifications as reminders for unresponded messages/ leads. It's so easy these days to 'clear all' notifications on your phone and forget about them. I'm constantly reminding my sales team to respond to their customer.
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Danielle Schellenger
Agreed on this, also for messages unresponded from AI, user access (salespeople) cannot see when AI has a message sitting in there unless they have store access. Can we figure out a way to make that a part of user access as well on THEIR customers?
Michele McCoy
Merged in a post:
Push Notification If Unreplied Message Sits For Too Long
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Chase Winters
In Business Rules, please add a whole new Rule Category called Customer Responses so whenever a customer messages us we can make business rules for it. For example, one of them can be Unreplied Messages, if the message sits for a certain amount of time, send a push notification to the users mobile app telling them their customer is still waiting to hear back.
Shelby Parker
Hello Chase Winters! I have a few more questions for you:
- What is the ideal time frame after which you would like to receive a push notification for an unreplied message?
- Would you like the push notification feature to be customizable based on different types of customer messages?
- Should the push notification be sent to all users or only to specific roles within your organization?
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Chase Winters
Shelby Parker if this is added as a Category in the Business Rules then all 3 of your questions would be able to be customized depending on the managers preferences.
Drew Adler
gathering votes
Shelby Parker
Hiya Caitlyn Wetherald, thanks for this post! I have a few more questions for you:
- Can you provide more details on how often you would like these reminder notifications to be sent?
- Would you like these reminders to be customizable based on the urgency or importance of the unresponded messages?
- Are there specific times of the day when these reminder notifications would be most effective?
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Caitlyn Wetherald
Shelby Parker: 1. I feel that there should be reminders sent for every stage the system tracks for response times (15mins, 30mins, 1hr)
- All unresponded messages/leads should be treated the same
3.Additional reminders should probably only go out during business hours.
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Hannah Cotten
Caitlyn Wetherald Yes, we would like this feature as well.
5 minutes, 15, and 30 is what we were thinking.
Then at the 30 minute mark, it also pushes out to the stores management team. That way either we can jump in to help, or get with that sales person and find out why they have not responded yet.
I also agree about the AI responses, those need to be pushed to the sales people too so they can jump back in and assist their customers. Sometimes those will sit for hours because no one knows they're in there (no notifications )