Texting as part of the CRM, not a phone in a drawer
The four jobs texting does here — reminders, follow-ups, campaigns and automatic replies — and the fact that all of them run from the customer record.
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What it does
What it does
It sends from your business number
Messages leave from the number the business owns, so a job does not depend on which employee's mobile the customer happens to have.
Reminders and follow-ups are scheduled
A confirmed booking schedules its own reminder, and a workflow sends the follow-up. Open the record to see what is queued.
Campaigns go out to a segment
A text can go to a filtered list of contacts rather than one person, and each reply comes back as its own conversation.
How it works
How it works
- Get a business number in the account, and use it everywhere.
- Text a customer from their record. The thread sits with their calls and emails.
- Let workflows send the routine ones: confirmations, reminders, follow-ups.
- Replies come back to the same thread, where you or the AI answers them.
Worth knowing
Worth knowing
- Carriers filter bulk texts. A campaign to a large list can be delayed or dropped, and that is outside our control.
- This is SMS. WhatsApp is a different channel and arrives through the inbox separately.
- Texting people who did not ask to hear from you is regulated, and the duty is yours rather than the software's.
Related
Related
Replying from the thread
One conversation up close: its history, and sending from inside it.
Texts that get a reply back
Why a customer being able to answer changes what texting is for.
Unified inbox
Where texts sit beside every other channel you have connected.
Text one customer back
Log in, open a contact you owe an answer, and send it from the record rather than your phone.