This has been a long time coming. We've changed the messaging system to allow you to receive long text messages from customers, as well as the ability to send long text messages to customers!
We know you've been frustrated to receive customer messages in pieces, streaming into your phone one after the other. And many times they don't come in the right order. So you have to mentally put them together, and there are little 3 character fragments that we had to send to you because we needed room to put in the customer number. Just so frustrating.
And you've tried to send a message to a customer, and it happened to go over 160 characters (and you didn't know it) and you get the dreaded "Auto-reply: To respond to a customer, you need to..." which means we handled the first part ok, but then got your next text and it didn't have a customer number on it. So where did it chop off your message? You don't know. What a mess.
Basically, we made magic happen. We fixed all these headaches. It was a ton of work, and some pretty complicated algorithms. No, it was just magic.
Plus, if you receive messages by email, you'll get the entire content of the customer's message, and long manager responses, in email.
And, of course, the customer message log in the dashboard will show these long messages also.
There is something you'll need to do to ensure you're getting the long messages, because we won't send you the long version unless we know your phone can handle it. Otherwise, you'll just get pieces as usual. Go to your Profile, click Edit Profile, and check the box next to Long SMS Support.
Many of you we have already detected that you can receive these messages, and you're getting them already. So the box may be checked already for you.
Note: if we get a super long text message stream from a customer, somewhere in the realm of 1,000 characters or more, we'll still send to you in pieces, because we can't trust that we've got them in the right order. But that should happen pretty rarely.
Thank you so much for being a customer. We're so glad we could bring you this. We know you're busy, and working hard to provide the best service possible. We should be always trying to do the same for you, too.
Enjoy.
It's a dream come true.