Text magic not responded to
Customer C1166 had been contacted via text magic a few weeks ago , he responded saying yes please but had no reply , this resulted in him calling today to chase us up
Reword messages and quotes to set realistic response times and next steps.
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Message wording led customers to expect an immediate reply.
Ensure automated messages and proposals contain clear response timelines and direct replies to shared inboxes where appropriate.
Wording changes implemented; issue considered closed.
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| From | To | Changed At | By | Note |
|---|---|---|---|---|
| Initial | Resolved | 2026-05-05 21:11:19 | management review | Transcript summary: TextMagic replies resulted in customer expectation of immediate responses. Team changed message wording and proposals to set clearer expectations. TextMagic messaging and quotes updated to set expectations. Root cause check: strong - Simple communications issue identified and wording change implemented with immediate effect. |
| - | Initial | 2026-04-13 14:08:27 | anonymous | - |