Question on new customer

[rhillig]

If you have a new customer & they text you, but you have never had them in the system before. Will the text come thru - or only if they are a customer with information already in the system?

[Silky7]

Becky,

You will still receive the text from any number. If it's not a number in the system, you will be taken to a Customer resolution wizard, which allows you to associate it to an existing customer or create a new record.

[Rich]

If you want to test this....

Text me

616-262-0376

I will text you back.

[rhillig]

Thank you guys, I just wanted to make sure, before I posted the number everywhere - that they would come thru without having a customer associated.

I do see in going to text Rich that you do have to set a customer up in order to text, you can't just text a number without having or creating a new customer.

[Silky7]

Here's how the process flows. It's very similar to changing ownership.

Unknown numbers open to the Resolution wizard:

2018-12-19 10_47_07-Resolve Text Message To Customer1.png (18.09 KiB) Viewed 9225 times

If the customer mentions who they are, you can resolve the number to them:

2018-12-19 10_45_10-Resolve Text Message To Customer2a.png (28 KiB) Viewed 9225 times

If they are brand new to the shop, you can create a record for them:

2018-12-19 10_46_15-Resolve Text Message To Customer2b.png (17.45 KiB) Viewed 9225 times

[rhillig]

Silky,

With that work flow - you cannot text a customer unless they have a customer record, correct?

This is a great addition to our software - I can't wait for the time stamp on the text message center main screen.

[Silky7]

That is correct. To text from Manager, the number must be associated to a record. Were it not, any response back would loop you back into the resolution defined above, so either way you'd have to associate that number to a customer.