Reassign Conversations Across Inboxes
completed
R
Representative Piranha
We have multiple inboxes, and sometimes a potential customer will text into the wrong line. We would love to be able to "merge" or reassign that conversation to the proper inbox, instead of needing to start a new conversation and lose the thread on the other line.
Tawheed Al-towaitee
updated the status to
completed
Tawheed Al-towaitee
Hi Bottom Canid. Good news!
You now have the ability to transfer conversations from one inbox to another. You can transfer once conversation at a time or transfer conversations in bulk.
Please note that since these are text message conversations, your team will see one thread in Salesmsg once the conversation is transferred, however your customers will see two conversations.
Also, you have control over how gets the ability to transfer conversations from the Roles & Permissions settings in your account.
See it in action here: https://salesmsg.d.pr/i/7rj6Bm
Account Manager
Bottom Canid and Representative Piranha.
Good news!
You know have a way to view a Unified Conversation History for every contact. So basically, if your contact texts you one more than one inbox, you can view a thread of all those conversations to get the full context without having to merge conversations.
Here is how it works:
Does this address your need?
B
Bottom Canid
Account Manager No it doesn't. I'd still like the ability to reassign conversations to a different inbox.
B
Bottom Canid
Account Manager
Bumping this as this we're running into lead assignment issues issues. Here's an example of how we'd use this in our business:
LEAD ASSIGNMENT:
Inbox 1: All inbound leads get sent here. Reps would use this inbox solely to claim leads.
Inbox 2: This inbox would be owned by one rep. Once the rep responds to a lead from Inbox 1, the lead would get reassigned to this inbox.
Inbox 3: Same as inbox 2, etc
UNASSIGNMENT:
If "last contacted" is more than X period, the lead would become unassigned and move back to Inbox 1 where another rep would have the opportunity to claim.
B
Bottom Canid
Yes please... sometimes customer service inquiries find their way into our "Sales" inbox, and sales reps have no way of transferring the conversation to the "Customer Support" inbox. Just leads to clutter and inefficient transfers.
C
Coastal Bobolink
FASTer Way to Fat Loss is sending thousands of messages per day via HubSpot workflows and would like to avoid cluttering a shared inbox with new conversations for messages sent via workflows on that same number. Reassigning conversations from a separate inbox could help solve this problem.