SMS Customer Response Management System
Beacon notification system provides real-time visibility into incoming customer text responses with numerical indicators
Visual queue display on left sidebar shows exact count of waiting customers requiring engagement
Campaign identification feature shows originating source of customer response for proper context
Agent must be logged into specific messaging queue to receive and handle customer return messages
System prevents message handling without proper queue authentication to ensure appropriate agent assignment
Interface Design and Navigation Structure
Three-section layout optimization maintains consistency with existing communication tools while adapting for SMS functionality
Left panel contains customer contact information and disposition management tools
Middle section houses navigation tabs for accessing comprehensive customer history and communication records
Right panel transforms from phone script display to dedicated softphone interface for SMS handling
Softphone integration provides unified communication hub with message composition and customer data access
Message Response and Template System
Multi-channel response capabilities enable efficient customer engagement through various input methods
Bottom-right message composition field supports direct typing with Enter key or blue arrow transmission
Shortcuts and templates dropdown provides standardized response options for common customer inquiries
Template system allows pre-send editing and customization before customer delivery
Real-time message history display maintains conversation context throughout interaction
Queue management and prioritization ensures optimal customer service delivery across multiple conversations
Top-right display shows complete waiting customer queue with longest-wait-time prioritization
Thread toggling functionality allows agents to manage multiple active conversations simultaneously
System supports seamless switching between customer threads while maintaining conversation state
Priority-based serving ensures customers with longest wait times receive immediate attention
Disposition Management and Follow-up Protocols
Comprehensive disposition requirements ensure complete documentation of all customer SMS interactions
Mandatory disposition selection for every SMS communication with detailed notes capability
Multiple dispositions per message thread support ongoing conversation tracking and outcome documentation
Save functionality preserves disposition data and notes for future reference and reporting
Save for Later scheduling system provides structured follow-up management for pending customer responses
Date and time selection interface similar to callback disposition functionality
Automated re-serving of saved conversations at scheduled times for continued customer engagement
Prevents loss of potential conversion opportunities from delayed customer responses
Particularly valuable for customers showing booking intent or requiring additional consideration time
Completion Workflow and Queue Progression
Orange Complete button functionality provides clear conversation closure and queue advancement mechanism
Marks individual customers and message threads as completed in system records
Automatic next message serving when additional customers are waiting in queue
"Please hang tight" screen displays when all pending messages have been resolved
Seamless transition to other tasks including outbound calls or inbound call preparation upon SMS queue completion
Transcript:
00:11
Speaker 1
When a customer responds to a text message sent from your team within Volley, you'll see a beacon on the left hand side by the message screen. Right now there's a one indicating there is one return message. So one customer waiting for the team to engage. You can see which campaign or for what reason they are texting back. If you flip to your call queues and filter for the return message, you'll see the campaign from which they're texting back. You'll want to confirm you are logged into that queue if you want to be able to be served that return message and answer that customer. Now we'll click into the messaging screen and get served the return message. We still have the same three sections as before, so their contact info and dispositions on the left and the tabs in the middle.
01:11
Speaker 1
But the right hand side of the screen will change from the phone script or an email inbox to a softphone. Here you can see the customer's previous information and if needed, access communication history or any other information in the middle tabs to get caught up on the history with that customer. Within the softphone, you can type a message in the bottom right where it says Type message to respond to the customer. You also have the option of message templates or shortcuts to help you engage and quickly respond to the customer. If I hover over that shortcuts icon, I'll see a dropdown with different options. The top right shows the texting queue so you'll see any customers that have been waiting and who's been waiting the longest.
02:07
Speaker 1
If there's more than one customer waiting for a response, you can toggle back and forth or flip between message threads, especially if you're waiting for a customer's reply. You can then hop into that different thread and respond to that customer. Here we're typing in the message response and I can send that text either by hitting the enter key on my keyboard or selecting the blue arrow. You'll then be able to see that past communication history and if I hover over shortcuts, I can choose one of the options and it will populate into the message body below. Good news. It will allow you to make any tweaks. If necessary, push prior to sending to the customer. All communications require a disposition, so once the customer is finished, I can come in and select the disposition. Let's say they had a general question.
03:20
Speaker 1
I can then make any notes I'd like and click the save button to save my disposition. For sms, you can have more than one disposition in a message thread that way if the customer texts you back you could update the communication history with any new outcomes. You do have the option to save for later so if you haven't heard from the customer in a few hours and you don't want to lose track of the message thread maybe because they were close to booking an appointment, or you can schedule a Save for later and Volley will feed you the message again. Similar to the callback disposition in the call screen, you can choose a particular date and time and see if they're still interested.
04:11
Speaker 1
Otherwise, when I'm finished with the customer I can click the Orange Complete button which will mark this customer and this message as completed. It will then either feed you the next message to be answered or if you're all caught up, you'll see this Please hang tight screen indicating that all pending messages have been answered. You can then move on to your next task such as your next outbound call or being ready for the next inbound call.