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bruceraymer
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.

2 REPLIES 2
KateG
GoTo Moderator

Re: Selectable Caller ID on outbound SMS has disappeared

Hi @bruceraymer thanks for calling this out. After checking with the team, they mentioned that it's due to return. As soon as I have an ETA, I'll update this thread. Sorry for the inconvenience!

Kate is a member of the GoTo Community Care Team.

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GlennD
GoTo Manager

Re: Selectable Caller ID on outbound SMS has disappeared

Hi @bruceraymer,

Sorry for the frustration, we are looking at adding this ability back. We would like to know more about how and why you used this option, as this is an opportunity to potentially make it more useful for you and other customers. Could you please share some more details?

Glenn is a member of the GoTo Community Care Team.

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