Forum Discussion

BenSimpson's avatar
BenSimpson
Contributor 2
11 months ago

Two Way Texting with Multiple Technicians

Wondering who out there utilizes the two way texting feature for the bulk of their communication with clients and who has multiple technicians/office staff?

I'm just getting my lawn service going in Jobber. We currently communicate a lot with customers via txts. We currently use a pretty awesome service that organizes messages well so that messages do not slip through the cracks. I fear if we tried to switch to Jobber for the bulk of our txt conversations, technicians will be annoyed getting notifications from conversations not relevant to them, and maybe even start ignoring notifications all together and miss responses/questions that are relevant.

How does everyone manage the craziness of multiple conversations going on at the same time by different workers/clients?

two-way text messaging

3 Replies

    • BenSimpson's avatar
      BenSimpson
      Contributor 2
      11 months ago

      Captivated Texting.
      One phone number. Shared inbox. 
      Incoming texts go into a general queue that only people with manager access see. They then assign the conversation to users. Once a user is done conversing with a customer they mark the conversation as complete so that the next time the customer texts in, it goes into a queue.
      It can be a little confusing for customers at first because they will communicate with multiple people from the same number. Like if our sales person is the first person they text with they may save the contact as "Joe- Lawn Care Guy" or something like that. So all texts from them they think are from Joe. 
      But for the most part customers have no problems and it way better than they getting txts from all kinds of different numbers. 

  • krista's avatar
    krista
    Jobber Support Team
    11 months ago

    Hi BenSimpson, thanks for this question! We would love to hear more about how the SMS application organized the messages to prevent irritation to everyone receiving them and how Jobber might improve our own! When convenient, please contact our Success Team at 1-888-721-1115, option 1, or support@getjobber.com. We would love to hear more!