Personalizing to Save Time

This video shows you how to rapidly respond to customer requests by using QuickTexts and HotKeys to store commonly used phrases, or even entire messages, for later use. Use the "1st" or "Full" buttons to Merge into your message the contact's first or full name - this is strongly recommended to personalize your conversations, especially when sending a message to multiple contacts at once.

 

By pressing the QuickText or the Preferences buttons on the Messenger, you can open the Preferences window. Here you can edit and save your QuickTexts which will then appear in the scrollable area at the center of your Messenger.

 

While you are here, you can also personalize your Automator settings. Your Automator already has default settings which should be acceptable under most circumstances.  However, some users who find themselves in unusual work environments might want to change some of their settings.  If you want to enable forwarding to your mobile phone, just add your personal mobile # and set the forwarding option to "YES."  After adding your personal mobile #, click the "Test" button to confirm that the forwarded messages will reach your phone.  Click Save at the bottom to keep your settings.

 

If you are not logged in, or are in Away Mode, inbound texts from contacts assigned to you will be routed by default to the acting TextMaster. You can also specify other co-workers who would be better able to answer your inbound texts when you are not available. You can select up to 3 other users on your team to route your unanswered, inbound texts to.

 

Blinking, inbound messages require that a LIVE person either mark them as Read, with a single mouse-click, or reply with an outbound message back to the customer. If there is no one available to mark an inbound message as Read, or send an outbound reply, then after a 15 minute delay, your Auto-Reply (Away from Desk) message will answer the customer on your behalf. You can prevent auto-replies from answering on your behalf by leaving this field blank.

 

Take Ownership Whenever I Send Outbound Texts? By default, it is assumed that you want to take ownership of any contacts that you send a message to.  That way, if the contact responds, their reply will appear back in your record.  The default setting of "YES" is best for Account Managers, Sales & Service Reps, those who have specific Key Accounts assigned to them - basically anyone who is primarily responsible for managing the customer relationship.  On the other hand, if you mostly play a supportive role to the other departments in your company - such as marketing, answering inventory questions, shipping or billing issues, it is recommended that you do NOT automatically Take Ownership whenever you send outbound texts.  In order to prevent receiving future inbound message from customers, these support personnel should set their "Take Ownership" switch to "NO".