When customers text your ZippyAssist number trying to describe an issue, those inbound messages are now logged so your team can see exactly what customers are saying — even when they're talking to the automated responder rather than submitting a request.

ZippyAssist logs inbound messages when the customer appears to be trying to communicate — that is, when they send more than a single word. A one-word text, like a machine's asset ID, is the system working as intended and isn't logged, since capturing every normal request-start would be redundant. Anything longer — a question, a description of a problem, a reply to the auto-responder — is captured in the SMS Log so you can see what the customer was trying to say and follow up directly when needed.

The SMS Log offers a threaded view that groups messages into conversations, so you can read the full back-and-forth with a customer in order. You can also see a customer's message history from the Messages tab when you expand their record in the Customers view.

The first time a customer texts your number, ZippyAssist replies with a welcome message containing a link to submit a request.

If the customer keeps texting the number, ZippyAssist no longer re-sends the full welcome message each time. Instead, the customer receives a short reply letting them know the text line isn't monitored and pointing them to the request link so they can submit a request for service. This reduces confusion for customers who are expecting a person to reply, and cuts down on repeated messages.

If you have any questions, use the chat widget at the bottom of the screen or email us at [email protected]!