Reply as
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Jackie Pereira
It would be lovely if when we are replying to text messages it automatically sends from the original sender like it does when we are replying to emails. We often respond to text messages for our fellow coworkers and it confuses the customer if we forget to change the "send as" name.
Shelby Parker
Great to hear your perspective, Jackie Pereira! I have a few more questions for you:
- How often do you encounter this issue when replying to text messages?
- Would you prefer a default setting to always reply as the original sender, or an option to choose each time?
- Are there specific scenarios where replying as the original sender is not preferred?
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Jackie Pereira
Shelby Parker
This issue happens when 1) I am assisting a coworker on their day off 2) When a product specialist gets involved and we are responding on their behalf. 3) Responding to a text message that a customer sends to someone other than us. I would say I encounter this issue several times per day.
We currently have the option to choose each time we respond, however, like when we respond to emails, it would be helpful if the text message goes out as the person the customer is interacting with.
We've learned that each of us has a different text reply number, so if a sales manager texts a customer and someone who has never texted the customer responds to it as themselves the customer often times asks who it is that is texting them. We try to remember to change the "text as" person but when it gets busy it's easy to forget and send without changing the sender.