Embedded Files
HANDLING PROCESS FOR SMS TASKS
ASSIGN & PRIORITIZE SMS
FOR SALES TEAM:
When a customer sends us an SMS in response to receiving an SMS from Inspiring Vacations, a workflow will identify if it is from a contact with no live Deal.
FOR CS TEAM:
All other SMS messages will go to the MNL CS team.
Task Queue: 'MNL CS - All Tasks' Queue and a
Task Title: 'SMS Received - LAST NAME'
MNL CS agent needs to review the nature of the SMS and determine if it is in fact a Sales Lead or to be actioned as related to an Existing Booking.
2 OPTIONS ON HOW TO REVIEW SMS TASKS
1. Review the right hand side of the contact where you can see the message sent, and the response:
2. Review the Contact Activity feed where you will find the sent SMS and the customer response:
(Ensure you have ticked to view 'SMS by Sinch MessageMedia')
WHAT TO DO WITH THE SMS MESSAGE
THIS CAN BE DONE FROM THE TASK VIEW BY CLICKING: EDIT.
If the message requires no response: just close the task, no need to action.
If the message relates to an existing booking: respond to the request via call or email following usual processes. (In case of an on-tour issue, it may be better to respond via SMS but this would be rare).
If the message relates to a TGTS event: just close the task (temporary process, they should route directly to Events team).
If the SMS relates to a new sales opportunity: please change the task queue to 'Sales - Leads'
OPT-OUT PROCESS
Please note that there is now an OPT-OUT process in place and communicated in the SMS messages we are sending to customers.
Our messages now will include 'Reply STOP to opt-out'
If the customer responds with this word (not case sensitive), then we will get an SMS response from Sinch that says 'has Opted out'.
This is generating a task, which can just be closed, no action required.
Keywords:sms follow-up, text task, sms notification, customer sms, message task
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