Lead Texted rule in Agent Rules & Alerts -- One word/one emoji responses
When a client emojis the last text an agent sends, it's prompting as a rule breached if the agent does not send another text. Can we please factor in emojis and remove those ones from being a rule that's been breached.
Comments: 6
Oldest
•
Newest
•
Most likes
•
Fewest likes
-
27 Jan
Rachel Montoya SystemHighlighted comment
"Missed Text - Exclusions" (suggested by <Hidden> on 2026-01-25), including upvotes (1) and comments (0), was merged into this suggestion. -
16 Sep, '24
Brady Gillerlain AdminNeed to think about an effective way to do this that isn't limited just to emoji responses -- have received other suggestions that include other one word answers.
-
03 Oct, '25
Tony MergedThe largest majority of missed text are the lead simply ending the text thread by saying things like "thank you", "you too", "ok", "sounds good", or "see you then".
Can you add a keyword rule on the backend to purge these messages out from the Rule itself? -
08 Oct, '25
Rachel Montoya System"Missed Text (add keyword rules, like "Thanks" and "ok")" (suggested by <Hidden> on 2025-10-03), including upvotes (1) and comments (0), was merged into this suggestion.
-
08 Oct, '25
Rachel Montoya AdminUpdate here: Unfortunately at this time Follow Up Boss does not provide actual Message content. We can only see metadata to identify who sent or received a text when. As such keywords cannot be implemented. This will remain in Under Consideration in the event Follow Up Boss opens this data up in the future, but we're limited at this point in time. We recommend allowing resolution as Call or Text and then agents can log a call to clear the nudge, but we understand that's not the ideal.
-
25 Jan
Clint Bailey MergedIs there a way to add an "exclusions" feature to Missed Text? For example, if it's flagging "client 'loved' your text" as a message, but that's not a message I missed, that was them ending the conversation by "love reacting" my message - I'd like a way to have Missed Text exclude it from alerts and etc.
Or, can we manually clear something like the above situation after we've reviewed it and realized it isn't one that actually needs a response?