Shelby talking over sales rep
under review
D
Don McKinnie
When I start talking to a customer lot of times Shelby still sends text as well and overlaps what Ive said. So instead of me being able to communicate clearly with the customer the customer is getting 3-4 text withing a few moments that are coming from myself and Shelby. It appears as if multiple salespeople are texting the customer at once and lots of times customers just stop responding completely .
A
Alex Weidenbenner
updated the status to
under review
A
Alex Weidenbenner
HI Don McKinnie , thanks for the feedback. We are constantly working on our Genius Tools/ Agents. Something you can verify with your support team is that the config 'prevent same day contact' is turned on. That isn't 100% a fix but it will prevent most of these instances.
Hope this helps,
Alex
Shelby Parker
Thanks for flagging this, Don McKinnie — sorry you’re running into it. I can see how Shelby sending messages over you would be really disruptive and could definitely confuse customers. We’re sharing this with the team to investigate what’s causing the overlap, and if you’re able to send a quick example (screenshot + roughly when it happened, or any steps that seem to trigger it), that would help us reproduce it faster.