This is a critical feature - currently, the only way we have to access past text messages is to export the message body and store it in our CRM system. We have two use cases for this feature:
1 - Auditing purposes - to be able to see client interactions and refer back to them in the source system.
2 - Out of Office Coverage - if one of our team members is out of office and has been communicating directly with a client via text, the rest of the team has no visibility into that communication/there is no "out of office text" feature so the client is left wondering if his/her text went through and if someone will take action on it. Not having visibility into user text exchanges causes gaps in service and delays responses.
Sara
supported this idea
·
This is a critical feature - currently, the only way we have to access past text messages is to export the message body and store it in our CRM system. We have two use cases for this feature:
1 - Auditing purposes - to be able to see client interactions and refer back to them in the source system.
2 - Out of Office Coverage - if one of our team members is out of office and has been communicating directly with a client via text, the rest of the team has no visibility into that communication/there is no "out of office text" feature so the client is left wondering if his/her text went through and if someone will take action on it. Not having visibility into user text exchanges causes gaps in service and delays responses.