Create a text message hub like Imessage
in progress
Keswick Glenside
Lightspeed had a page where every customer that has texted you showed in a column on the left side of the page and when you clicked on a specific customer it would show you the entire text message history with that specific customer on the right side of the page, but would still keep you on the same page. Currently citrus lime takes you into each individual customers profile when you select text messages from the daily notifications.
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Neil McQuillan - CEO Citrus-Lime
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Neil McQuillan - CEO Citrus-Lime
Here is what we've built.
Message Hub in Back-Office
• New "Message Hub" option in the Back-Office navigation menu
• View all customer conversations in one place, sorted by most recent activity
• Search for conversations by customer name
• "Show All Stores" toggle to view conversations across the entire group or just your store
• Start new conversations by searching for customers with mobile numbers
• Blue badge shows unread message count per conversation
Message Hub in POS
• New "Message Hub" option in the POS customer navigation
• Same functionality as Back-Office but scoped to the current store only
From Any Message Hub or Customer Card
• Click a conversation to view the full message thread including SMS messages, emails, and notes
• Send SMS messages directly from the conversation view
• Mark messages as read/unread
• Send emails and internal notes via the action icons
• Click linked orders within messages to open them in POS
Where you'll Find It
• Back-Office: Look for "Message Hub" in the left navigation menu
• POS: Access via the customer navigation area
• Customer Card: The existing "Messages & Communications" tab has been replaced with the threaded view use in the Message Hub and the POS, a big step forwards from the older functionality
Benefits
• No more hunting through individual customer records to find conversations
• Quickly see which customers have unread messages
• View all communication history with a customer in one place - SMS, emails, and notes
• Respond to customers faster from a single centralised location
• Works on both Back-Office and POS for flexibility
Neil McQuillan - CEO Citrus-Lime
Here is an initial preview of the message hub in the backoffice to give an idea of direction. I plan to add it to the POS as well and replace the SMS view functionality on the customer card with this functionality as well.
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Neil McQuillan - CEO Citrus-Lime
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I wrote a lot of the original SMS engine in Cloud POS and I've not been getting my hands dirty in recent weeks so I'll build a prototype as this is really exciting.
A
Anthony Folk
Hey Suzy,
That is where we are using it. I have also used it on the customer page and it is very disorganized. you cannot view the text unless you click into each individual one. Why not have a fluid thread you can view all texts with?
If one of our employees has read the text message and we forgot the customer name it's gone forever. Having a central messaging page to always refer back to a conversation is essential. This could easily result in a loss of sales.
Neil McQuillan - CEO Citrus-Lime
Anthony Folk: This makes perfect sense and would be a great improvement to the platform. I think ensuring we implement the following would be useful
- The ability to mark an read message as unread
- I see the ability to search customer names, we'd want to replicate that
- We'd want this to be available in the POS as a 'Message Hub' and within the backoffice so its quickly accessible system wide
- The option to either see messages 'globally' across all stores or just view the message hub for a particular store, with the default being the cashiers home store, but with an option to view all messages as some of our customers run customer services centrally
Everything else you'd like to see?
Suzy Weightman
Hi there,
When you use the unread notifications, or the customer comms button in the POS it should show you the panel on the right hand side with all communication history (previous text messages) with the customer.
Is this where your using the text message functionality?
Thanks,
Suzy
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