Right now we have attempted to use multiple Twillio phone numbers. The idea being that each Twillio number is assigned to an employee or staff member. The problem is when two employees/staff are having a conversation with the same customer, it is a pain to try and figure out who the customer is talking to. The ability to filter by Twillio number would make this so much easier.

An example of what we would like to be able to do is have our office SMS with a customer about the schedule and then the technician out in the field be able to SMS that they are on their way or ask questions they think of.

As it currently stands there have been numerous times the customer has been confused because the wrong employee has texted them back thinking the message was intended to go to them.