Leverage seamless, end-to-end communication with your Clients from the Platform
Primary Audience: All Internal Users
Clients can reply to both Sales and Marketing text messages sent from the platform. These replies allow your team to engage in real-time conversations and follow up more effectively.
Your organization can also configure messages to be sent from dedicated phone numbers with local area codes.
How Reply Routing Works
Replies are routed based on when the client responds:
- Within 24 hours: The reply is sent to the salesperson who originally sent the message
- After 24 hours: The reply is sent to all salespeople assigned to that client
View and Respond to Sales Messages
To view and respond to client replies for Sales messages:
- Go to the client’s Client Summary page
- Navigate to the Text Messages section
- View the message thread and client replies
- Type your response in the text box to continue the conversation
You can also access the full conversation history from the client’s Text Messages page.
View Marketing Message Replies
Admins and Marketing users can view replies to Marketing messages:
- Go to Marketing > Inbox > Received Messages
These replies are sent to your organization’s Marketing number and should be actively monitored by your team.
Managing Message Logs
- Managers can view a log of sent sales messages in Admin > Notes
- Client replies are not visible in the Admin tab
- To view replies, go to the individual Client Profile
Opt-Out (Unsubscribe) Behavior
Clients can reply “STOP” to unsubscribe from text messages sent from that specific number.
- This applies to both Sales and Marketing messages
- Unsubscribing only affects the number the message was received from
Best Practices
- Monitor replies regularly to ensure timely follow-up
- Assign clear ownership for responding to Marketing message replies
- Work with your Partner Strategy Manager to define internal processes
- Contact the Partner Experience Manager if you want to disable Marketing replies
If you have any questions related to this article or anything else, please reach out to our Partner Experience Team at help@agvend.com.