Texting ID Tags
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Terry Mills
As a GSM, I frequently get involved during the sales process, especially with internet leads. When texting, I'd like for the recipient to be able identify which texts come from me or the sales person. Of course I introduce myself, but often a sales person jumps back into the texting exchange and a customer could respond to a text, not knowing who the previous text came from. Recently, I've starting using a tag before I type text content- i.e. placing (GSM-TERRY) then text content. This way, the recipient knows it came from me. Texts with no tags are from the sales person, or perhaps, enable texting tag toggles for sales persons also, especially if it's a split deal. I have to type the tag out on every text. I would like to see an option to put an identifier tag at the beginning of the text box so I don't have to type this or a similar tag out each time.
Shelby Parker
Hello Terry Mills! I have a few more questions for you:
- Would you prefer a default tag for each user, or the ability to customize it for each conversation?
- How important is it for the tag to be visible to the customer versus just internally for your team?
- Are there any specific scenarios where you would not want a tag to be used in a text message?
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Terry Mills
1: I think default abbreviations would work great: GM, GSM, SM, FIN, SP1, SP2, etc. In the User Management Details screen, the user would have a three character abbreviation (perhaps in a pull-down populated by some other area in store settings) set by whomever created the user based on their role. Then, as in my example, bracket the abbreviation and name in all caps: (GSM-TERRY), (FIN-MIKE), (SM-JEFF), etc.
- The tag should be visible to each, but certainly the customer. That's the reason for the tag...so the customer can identify who sent the text if multiple CRM users are texting from the same number.
- A slider toggle in User Permissions would be set to off/on to enable or disable the tag function. Stores that don't want tags or users that don't need tags would be set to disable.