Shared Team Text Inbox
EngageCX—Texting & Customer MessagingOne shared text inbox the whole team can see, so anyone can pick up a customer conversation when the person who started it is out.
Contact center and messaging: business texting, shared inboxes, automation, and compliant campaigns.
A Shared Team Text Inbox puts every customer text conversation in one place the whole team can see. If the person who started a thread is out sick or tied up on a job, anyone can step in and keep the conversation moving.
Teammates cover each other on status checks, and no customer waits on one person's schedule. Texts run through EngageCX from your business number, so every conversation stays with the business.
What it does for your business
For Service Franchisees
Anyone on the team can pick up a text conversation if the person who started it is out sick.
For Auto Dealerships
Service Advisors can cover for each other to answer status checks.
Frequently asked questions
QUESTION: What happens if the person handling a text conversation is out?
ANSWER: Anyone on the team can pick up the thread. The full conversation lives in the shared inbox, so a teammate can read the history and reply without missing a beat.
QUESTION: Do texts come from a personal number or the business number?
ANSWER: The business number. Conversations run through EngageCX, so the customer relationship and the full message history stay with the business, not on someone's personal phone.