Phone call clears text or email response
M
Mike Sadlock
Many times, a customer will reach out to us via text or email asking us to call them. When you call it does not clear the unreplied notification. You must ignore the response which has an impact on response times and fumbled.
A
Alex Weidenbenner
Merged in a post:
Can we start counting phone calls as a reply to texts?
J
Joshua Washington
If a customer texts me and I call them to answer it, it is beyond me why a text message reply is necessary. I replied with a phone call.
D
David Noe
Yes this should absolutely be the case. A phone call in response to a text should clear it. This along with responding to a guest liking a message is so crazy to me. It is 2025 we have AI. These seem like no brainer things to clean up/fix.
Shelby Parker
Great to hear your perspective, Joshua Washington! I have a few more questions for you:
- How do you currently track or log phone calls in your CRM system?
- Would you like the phone call to automatically mark the text as replied, or would you prefer a manual option to do so?
- Are there specific scenarios or conditions under which a phone call should not be considered a reply to a text?
J
Joshua Washington
Shelby Parker 1. phone call tracking is automatic! 2. A manual option to mark the text as replied would be perfect, actually. 3. No, there are no scenarios where a phone call should not be considered a reply.
Shelby Parker
Hello Mike Sadlock! I have a few more questions for you:
- How often do you encounter this issue with unreplied notifications not clearing after a phone call?
- What specific impact does this issue have on your workflow or customer interactions?
- Are there any specific scenarios or types of communication where this issue is more prevalent?
M
Mike Sadlock
Shelby Parker we deal with this at least 2 to 3 times weekly. The major impact is that we have an unreplied customer response sitting out there, which as a manager I must now double check that the customer has received a response. Here is a customer Manavjot "Manny" Bumrah - most of the time it is a text reply from the customer to call them or a customer will text a question and we call and have a phone conversation and the unreplied message is still sitting there.