A
Alex Velazquez
  1. 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.
  2. DATA:
  • Main line = brand recognition and trust.
  • Switching numbers = inconsistent experience, lowers response rates.
  • Other platforms allow a consistent “from” number for all conversations.
  1. 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.