All updates
For the field
Keep customer texts on Follow-ups until they’re handled
The problem
A text could stay at the top of Follow-ups after someone had dealt with it, or disappear before the team had made a clear decision.
What’s better
Reading a text marks it as seen but keeps it open. Reply, record that no reply is needed, or set a reminder so the team can focus on conversations that still need attention.
How to use it
Open Follow-ups and choose a customer under Respond first.
Read the conversation. If it needs a response, reply in the thread.
If no reply is needed, choose No reply needed. To come back later, choose Remind me later and set a time.
If you replied in your phone's Messages app, return to Job to Paid and confirm that you replied when prompted.