Please show previous text messages when texting using mobile app
under review
A
Adam Miller
When a user attempts to type an SMS to a customer, any previously shared messages are unable to be seen. Making sure that we understand the context is very important to maintaining accurate communication. There are situations where this could hurt us (e.g. a customer saying, "is that a problem?" vs. one saying "can we do that?", where an answer of "yes" could mean two different things...).
Shawn Goebel
under review
Shawn Goebel
Adam Miller Thank you for the feature request! Would you mind expanding on this? If a customer sends you an email or text and you tap on the message from the Unreplied Messages on the Sidebar, it will take you to the Conversations screen where you'll see the entire conversation with the customer. Are you viewing these messages from somewhere else? Thank you!
Shelby Parker
Hello Adam Miller! I have a few more questions for you:
- How frequently do you encounter situations where seeing previous messages would be beneficial?
- Are there specific types of messages or contexts where having previous messages visible is most critical?
- Would you prefer to see the entire message history or just a certain number of recent messages when composing a new SMS?
A
Adam Miller
Shelby Parker 1. Basically every time. It's hard to pick up a conversation if you don't know where you left off.
- Nope, this is a universal fact of the media (...and human communication in general...).
- If it could, similar to standard phone SMS functionality, display the previous texts in a scrollable window above the field where the text you'd like to send will be generated, that would be ideal.