Add an “In Progress” Tab for SMS Conversations
We run a busy company and rely heavily on SMS through the mobile app to communicate with our patients. It would be extremely helpful to add an “In Progress” tab alongside the existing “All” and “Unread” tabs.
This would allow us to flag SMS conversations that still require follow-up and quickly return to them until they are resolved.
Our SMS inbox receives a high volume of messages throughout the day. As new messages come in, active conversations can quickly get pushed down the inbox and unintentionally missed. We’ve noticed this happening with customers who are interested in purchasing a product, scheduling a service, or simply need an answer to a question. These missed conversations can result in lost revenue and a poor customer experience.
An “In Progress” feature would provide a simple way to track unresolved conversations, improve response times, prevent leads and customers from falling through the cracks, and significantly improve both customer service and team productivity.
Eugene
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