Anytime somebody has internally communicated with an @ notifier. In our case, when the BDC agents reach out to managers or somebody specific with a request. We would then be able to hit the reply button and do it much more quickly than going up to the window and typing @(name) to every recipient that was on the originating staff message. It would be much quicker and much more efficient.

Thanks for posting this, Ben Sponsler — really appreciate the suggestion. Quick couple of clarifiers so we make sure we’re solving the right thing: which “internal messages” are you referring to (messages between dealership staff inside DriveCentric, or messages associated with a customer record)? And when you say “reply like external texts,” what should happen after clicking Reply — respond back to the original sender within that internal thread, or actually send an SMS/text out to the customer? Lastly, where do you most need the Reply action (from the notification/inbox view vs. inside the message thread), and what’s the biggest friction today without it?