Bug reporting

Jonathan_Stickland

My friends at Thumbtack,

I believe with the latest update, leads we receive that we move to archived (we usually move them once we feel they are dead and not worthy of being contacted again) sometimes get messages from potential customers. Those use to unarchive themselves automatically.

Now they don't. This is leading to people messaging us, and then they are not showing back up in active status. Please fix this ASAP!!!!! It's a big deal for those of us who manage a lot of leads/conversations per day.

I am having to go search archives for customers after getting a text notification, because I can't find them in actives.

DustiO

@Jonathan_Stickland thank you for flagging! I would recommend sending an email with this information to your account manager so that they can submit a bug report for you as well!

MyCleanCharlotteMaid

I think this is an important issue because customer communication is one of the biggest parts of managing a service business.

For cleaning services, a customer may contact us about a quote, stop responding for a while, and then come back days or weeks later when they are ready to schedule.

If that conversation was archived and their new message does not return to the active inbox or trigger a clear notification, it becomes easy to miss an opportunity.

That can affect response time, customer experience, and even the chance of turning a previous inquiry into a booking.

I think archived conversations should automatically become active again whenever the customer sends a new message. A clear notification would also help pros know that someone is waiting for a response.

It would also be useful to have a simple way to identify reopened conversations so follow-ups do not get overlooked.

For service businesses, a reliable messaging system is just as important as getting the lead in the first place.