send SMS via API / MMS Support / SMS templates
1. Add the possibility in the core API to send text message by code. Twilio allows it, it's a revenue generator for you, there is no reason why this can't be done.
2. Add support for outgoing/incoming MMS. It's very frustrating that you support this feature in Zendesk Support, but not in Zendesk Sell. If someone sends a MMS, we have no notification about it and this leaves a very bad customer experience.
3. Just the same way you have a simple email template management system, it would be crucial to have the same thing for text messages.
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Hi Jean,
Thank you for your feedback! Could you tell me a bit more about what kind of text messages you would like to send via the API and in what situations?
Also, it would be super-helpful to learn in what kind of communication you need MMS :)
Thank you,
Kat
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The workflow we use to send text messages is while we're using PandaDoc integration. When we submit a new quote, we send the direct link to open the quote to the prospect by text to increase open rate, as open rate is significantly higher by sms vs email, not to mention that a high email ratio goes to spam for hotmail/live/msn/outlook emails.
Moreover, we send another text to connect with prospect as soon as quote gets viewed on PandaDoc to ask them if they have questions, as it's the perfect time to connect on their agenda.
Regarding MMS use, lots of clients send us screenshots, serials, picture of an invoice, etc. What happens is that we don't receive anything and we end up receiving question marks by sms days later after not addressing customer issue. We have then to guess that we missed a picture message and tell them that our number can't receive images which sound very unprofessional.
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Thank you, Jean. It's super helpful.
In the following months, we are planning to take a closer look at our SMS offering. However, as we don't have the exact plans yet, I can't tell you if or what we'll be releasing.
However, we'll make sure to keep your feedback in mind. :)
Once again, thank you.
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Adding ability to send SMS thru a sequence is also something ZD Sell should look into
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"In the following months, we are planning to take a closer look at our SMS offering"
You did make changes since last week, what are you guys thinking?
1. Send button won't work 50% of the time, you have to quit chrome then clear cache every time this problem occurs, very annoying.
2. Calling interface will go over send button during a call and a calling sequence so you can't text anyone during a call.
3. Messages are displayed from old to new. When you send a new sms, you have to scroll down from YEARS of messages to get to the latest one, every time.
I don't know what your devs are thinking it's a huge non sense.
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In the following months, we are planning to take a closer look at our SMS offering.
What's coming?
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The other feature Zendesk should have to add is to automate those msg replies as per query. I hope it will be useful for you.
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@Katarzyna Kurzyńska: Any updates on the SMS ?
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