Replies from a customers longer show in the UNREPLIED tab because they are responding to Genius. Better organization of notifications.
gathering votes
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Ana Lima
My concern is: conversations/replies from customers no longer show in the 'unreplied' tab. Specifically, not getting direct notifications from our customers that, by a technicality, are addressing our Genius instead of us. And since they are "replying to our AI/Genius" we are not getting directly notified.
Make all responses made to the Genius appear the same way as our direct replies appear to us. The genius is not a real person and does not need responses to be directed to "it" instead of going directly to the live agents managing that customer.
These responses should not be shuffled and buried in the mix of several other types of notifications under the Bell tab. It should go to the "Unreplied" tab with the other text/email responses from customers who reply directly to you.
I would like a better way to organize notifications so you can easily see the ones you care about, such as customers' responses, without them being buried under several other types of notifications under the BELL.
Created by Michele McCoy
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Ana Lima
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Replies from customers NO longer show in the UNREPLIED tab because they are responding to Genius
**A
Ana Lima
Michele McCoy Here are other posts that are the same as mine:
https://drivecentric.canny.io/feature-requests/p/chrome-desktop-notifications-1 (merged with other requests).
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Ana Lima
The problem is when receiving notifications for texts/emails from customers that are technically a response to the Genius. In this case, 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 go under the UNREPLIED icon on the left of the screen. 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
gathering votes
Ana Lima Thank you for this feature request. I am moving it to Gathering Votes to see what other users think about it. You'll receive any updates automatically.
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Ana Lima
Michele McCoy My concern here is the title of this request. My concern is specifically about getting notifications from our customers that, by a technicality, are being addressed to our Genius. And since they are "replying to our AI/Genius" we are not getting directly notified.
Make responses made to genius appear the same way as our direct replies appear to us. The genius is not a real person and does not need responses to be directed to "it" instead of going directly to the live agents managing that customer.
These responses should not be shuffled and buried in the mix of several other types of notifications. It should go to the "Unreplied Section" with the other text/email responses from customers who reply directly to you.
I do not have a problem with the general organization of notifications. This will make it hard for other people experiencing this problem to find this post.