What’s Supported
Previously:
A rep would only see an Inbound text if all of the below criteria were met:
The contact existed in Statflo, and
There was an existing conversation, and
The representative had initiated the interaction.
Now with Statflo:
Statflo now supports displaying inbound messages, even if the contact initiated the interaction.
A rep would see an Inbound text if all of the below criteria were met:
The contact existed in Statflo, and
There was an existing conversation
If the contact already exists in the system, a conversation will automatically be created. This allows you to view and respond to the message seamlessly.
What’s Coming Next
Upcoming Enhancements (Coming soon!):
In a future enhancement, Statflo will display messages from anyone who texts a Statflo number, regardless of whether the contact already exists in Statflo. The system will automatically create an account for new contacts, ensuring all communications are captured and visible within the app.
How It Works
Incoming Message Routing Flow:
Statflo evaluates several factors to determine who the incoming text will be displayed to:
If the contact exists in Statflo.
Whether there is an existing conversation history.
If the account is assigned to a representative or a store.
If the representative or store manager is an active user.
Based on these conditions, messages are routed to the appropriate recipient for prompt and efficient handling. See the below diagram for more details.