Managing multiple users in Text Request is easy, and you can add as many as you want for free!
In fact, we recommend having multiple users on your account, which is why we’re sharing these best practices for managing multiple users in the first place.
Every business functions differently, but we generally recommend that you have a designated person on each text line to send and receive texts in 3 situations.
- During normal operating hours
- After normal hours (e.g. nights, weekends, holidays)
- When your primary user is unavailable
Keep in mind, the same person doesn’t have to be responsible for everything. Just choose whom you think will live up to each duty best. Now, here are 3 best practices to managing multiple users in Text Request!
1. Get everyone on the same page.
Every user needs to know what you’re using Text Request for.
Are you using it only to respond to inbound (Click-to-Text) messages? Are you using it for appointment reminders? Or will you be you using Text Request to talk about any and every thing with any and every one?
Your users need to know.
2. Create if-then scenarios.
If someone texts in [This Message], then you respond with [This Reply].
If [This Situation] happens, then you should [Do This].
Creating if-then scenarios is good for operational consistency and brand voice. They’ll also simplify things for your users.
For most, this means you’ll be sending the same messages over and over again, which provides a great opportunity to take advantage of Text Request’s Saved Responses feature.
What if-then scenarios apply to you? What are common situations or frequently asked questions for your team?
3. Create failsafes.
Within Text Request, there are several ways to ensure you never miss a message.
Under Settings, you can turn on Voice Greeting. That way anyone who accidentally calls a text-only number will be directed to the right place.
(If you’ve added Text Request to your current business number, Voice Greeting will not apply to you.)
Next, there’s Escalation. Escalation will forward new messages from Text Request to a personal cell phone if those messages have not been resolved within a predetermined amount of time (that you choose).
Typically, you want messages escalated after your normal response time. So, if your users normally respond to a message within 5 minutes, you might want to set messages to escalate after 5 minutes.
You can also use our iOS or Android app to receive notifications.
Bringing it Together
You’ll have to decide what’s best for your business and your users. But it’s best to have a system in place for handling messages at all times.
You wouldn’t want to miss messages from customers, or from people who want to become your customers. You’ll also want to make sure your users are all on the same page, and know who’s responsible for what.
These best practices are crucial for managing multiple users, and for making sure your business succeeds with Text Request. Follow them, and you’ll be good to go!