I’m just curious if there is any timeline on setting up inbound text notifications similar to real time two way text or if that is on the roadmap? It’s difficult for our agents and ISA team to do follow up without this. Thanks you!
Hi @spencerheadrick! We actually have an item on our roadmap that covers this, it’ll be a new automation trigger which offers various customizable notification options 
Here’s a sneak peek:
This feature will likely be launched closer to the middle of this year!
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Awesome thank you for the update! @FernandoOrtiz
What about for call ins? Right now when you call into a text number its a dead line which makes it not a great experience for the customer trying to get in touch with us. Any plans to bridge/forward calls to a single number such as ISA Team/Office?
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We’ve discussed this idea previously. The original goal was to move from a single global texting number to individual numbers per agent, similar to how the REW dialer works. In that model, each agent would have their own number that could potentially be used for both texting and calling.
However, there are a few considerations. Some users only want the texting module, and in those cases a single global number may be more cost-efficient, especially for teams with a large number of agents.
Another possible solution would be to include a call number within the text messages themselves. We currently have a roadmap item to introduce pre-written text templates that will work similarly to email form letters, using merge codes. This would allow reusable templates where, for example, a footer could include something like {agent_phone_office} so recipients know which number to call.
I do like your suggestion of adding a forwarding number to the global texting line. The main downside is that any inbound calls to that forwarding number would not be logged in the CRM, which means those calls would miss out on features like automatic transcript generation and the upcoming call scoring and grading functionality.
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That makes sense for some teams, but for context we’re 30+ agents and only our ISAs handle outbound texting and would be calling via the dialer.
The bigger issue for us is the fragmented experience: dialing from one number, texting from another, and then leads calling back to a dead line. That’s three disconnected touch points, and right now we have those modules, but choose not to use them and text/call outside of the system, but log those items instead.
I just always try to put myself in the lead’s position if I get a text from a company number telling me to call a different line, that’s an immediate red flag and I’m not responding. Especially with people being bothered/wary of AI right now and with Real estate being so personal and one-to-one by nature, and that experience undercuts it.
It’s exciting that discussions are happening! Thats exciting, I would love to see a more robust call/text system built. Even if inbound calls to a forwarding number weren’t logged, we’d take that tradeoff if it meant leads could actually reach us.
I really appreciate the open discussion!
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That’s a really fair point, and I completely understand where you’re coming from. If I got a text from one number telling me to call a completely different number, I’d probably hesitate too. Like you said, real estate is a very personal, one-to-one business, so maintaining that sense of trust and clarity in communication is really important.
We really appreciate you sharing this. Feedback like this helps us understand how the current experience actually feels on the other side, and it’s exactly the kind of input that helps us build a better features going forward!
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