Showing results for 
Search instead for 
Did you mean: 
Active Contributor

Selectable Caller ID on outbound SMS has disappeared

Since the most recent update, we can no longer select the phone number that we wish to reply by SMS to an existing contact with. We used to be able to choose which number we replied with using the drop-down above the message section.

Support has said that in order to do this we now have to create a new conversation which then requires a duplicate contact record. This makes our contacts messy and it becomes difficult to track conversations with a particular contact.

Although I do understand some accounts may wish to have conversations logged separately, there should be a toggle in the admin section to allow the preferred operation for each client.

Support tells me that this is the way the update was designed. Not a good customer experience to have things changed or taken away - especially without updating your customers. Updates are supposed to add functionality - they are not supposed to take away functionality that already existed.

Please rectify this issue.