Big problem with messages since update

Jonathan_Stickland
Jonathan_Stickland PPC Member Posts: 42 ✭✭
in Feedback in Action

Team,

Since messages on a browser started going to customer phones (or at least some of them do, we need clarity how this works!) they are NOT updating properly through the website.

This is a huge problem.

One of the things we are noticing is that when there is an interaction with a lead, it is not jumping to the messages, or updating the time. If a customer texts us through your 3rd party number, it is not coming in as a message on the browser.

This is just one example, but the two systems are not communicating properly.

Please address ASAP.

Comments

  • DustiO
    DustiO Administrator, Moderator Posts: 2,647 admin

    @Jonathan_Stickland I want to make sure I understand what's happening before I take this to the team — the messages are not showing in your Thumbtack messenger on the browser/desktop? Are they showing in the app at all?

  • Jonathan_Stickland
    Jonathan_Stickland PPC Member Posts: 42 ✭✭

    Honestly, the whole thing is buggy, I have started to take screenshots of when it happens, it's many things at once though. Happy to jump on a call and describe it/walk them through what is happening on our end.

    In summary, we have multiple folks interacting from multiple devices. Different computers, different phones, and it's not all syncing up.

    The latest messages, or when someone interacts (either customer or us) is not bringing it to the top of messages, or even recording it in the messages. Especially when the customer texts us using the new system. It doesn't report on the messenger on the browser.

    We are also experiencing many false showings of unread messages that are not there…unread messages that do not exist.

  • MyCleanCharlotteMaid
    MyCleanCharlotteMaid Posts: 125 ✭✭✭

    Reliable messaging is really important for service businesses.

    For cleaning leads, timing matters. A missed message or delayed notification can mean the customer books with someone else, the appointment details are unclear, or the pro loses the chance to confirm important information before the job.

    Cleaning quotes usually depend on details like home size, number of bathrooms, service type, pets, add-ons, and preferred date. If messages are not syncing correctly, it slows everything down and can create confusion for both the customer and the pro.

    I think message issues should be treated as urgent because communication is what turns a lead into a booked job.

    Pros need a dependable way to see, respond to, and track customer messages in real time.

  • DustiO
    DustiO Administrator, Moderator Posts: 2,647 admin

    @Jonathan_Stickland I just wanted to let you know that I shared this with the team and they are taking a look - I will follow up with any insights/updates!

  • Jonathan_Stickland
    Jonathan_Stickland PPC Member Posts: 42 ✭✭

    Vital @DustiO …it's creating major problems over here! Please share my contact information if it helps.

  • DustiO
    DustiO Administrator, Moderator Posts: 2,647 admin

    Thank you for being so willing to share your time and feedback! Looking forward to the convo tomorrow @Jonathan_Stickland !

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