Mark sms message thread by color

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  • Updated 1 year ago
1. US
2. Call Center

3. It would great to be able to highlight messages with selection of colors. Lets say we have multiple customers texting in at the same time and 2-3 agents responding to all messages. If agent 1 could mark their messages with red, agent 2 with blue and agent 3 with yellow so on and so forth. This would be a pretty easy implementation I believe and would add a lot of help in our team keeping track of their conversations.

4. Each user can highlight their thread in a color, for example user 1 red, user 2 blue user 3 yellow. This way our users know who their priority threads are and can help eliminate confusion on which rep is responding to which customer. If 30 messages come in within a 1 hour time frame and we have 4 reps, sometimes there is so much going on that one customer gets left behind because all 4 reps assumed one of the other reps has taken their conversational responsibilities when in reality they were completely overlooked.
5. Helps reps keep track of their own funnel of customer conversations, prevents any customers getting left behind, just creates a more structured messaging environment. I understand maybe a lot of companies aren't sending as many messages as we do but this seems like it could be implemented fairly easily without changing how the main system works.
6. We have 2 digital lines and a minimum of 3 users, busy days and holidays we have 6 users, you can imagine how hard it is to keep track of which user is responding to which customers at this point.
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Peoples Grower

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Posted 1 year ago

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