Default Texting Number in Conversations
A
Alex Velazquez
- SITUATION: When a lead is reassigned from the company’s main line to a rep, outbound texts start coming from the rep’s number. This disrupts continuity and forces reps to reintroduce themselves, which confuses leads.
- DATA:
- Main line = brand recognition and trust.
- Switching numbers = inconsistent experience, lowers response rates.
- Other platforms allow a consistent “from” number for all conversations.
- RECOMMENDED SOLUTION: Add a “Default Conversation Number” setting where admins can pick one number (e.g., main line) to always text from, regardless of lead assignment. Reps could override if needed, but the default ensures consistency, brand trust, and smoother lead engagement.
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K
Katie Colihan
I NEED this. Once a contact sets an appointment, we assign the contact to the regional sales rep. However, we want the automated texts that we will send to still come from the office number. Once the system makes the association between the sales rep and the contact, phone calls also start to get routed to the sales rep.... even if the customer dials the office number.
I've tried overriding this by making the default SMS number the main office number on the workflow level, but it's still happening.
A
Alex Velazquez
This would make my life so much easier!