Assign Text Messages
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Richard Sweet
Currently, Assignees to text messages are added based on the account's Producer and Rep and whoever responds to the message.
As a user, I would like to be able to manually assign the text message to an agent before they respond to it.
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Alice Taylor
Definitely need an option to add additional "assignees" to any incoming texts.
We currently have many remote employees who have been impacted by Hurricane Helene. They cannot work without power and we need their texting accounts covered by another account manager. Currently, the only way to do this is to notify another manager of the text, have them change their text settings so that can see all texts, have them answer the text so they can get notifications. Its time consuming, especially during a natural disaster where incoming texts about claims are high.
It would also help when an employee is out for vacation or long term.
Lucas Jans, VP of Product
Richard Sweet to clarify, do you want messages from unknown numbers not visible to an agent until you assign it?
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Richard Sweet
Lucas Jans, VP of Product no, I’d like to be able to assign an agent to a contact so they do see it, without having to reply first.