The logic here demonstrates the prompt functionality of mapping incoming text messages with a contact. In InsuredMine, incoming texts are efficiently managed and mapped based on two entirely different agency scenarios, ensuring that the right person receives notifications and can respond promptly. Here’s how the two scenarios operate:
Use Case: Efficient text mapping in InsuredMine ensures that messages reach the right contacts quickly. This reduces response times, enhances customer satisfaction, and boosts agency productivity by streamlining communication.
1st Scenario:
If a unique number is mapped to each agent:
- Then, text will too get mapped to the particular agent of the texting number.
How does the workflow of the 1st scenario operate?
When an incoming text is received in insuredmine:
- It will check the agent’s ID and whosoever is associated with the number then the particular agent will get a text notification just like the above image.
Incase the contact already exists:
- It will then verify to check whether the number from which the text is coming has a single contact or multiple contacts.
Suppose it’s a single contact:
- Then, the incoming text will be mapped to that contact.
If multiple contact is found for the number:
- Then, insuredmine checks for the contact having the last conversation; if it exists, it maps the text to that contact. Otherwise, randomly map the text to any of the multiple contacts.
For example,“Let’s say, there are three contacts with the same number, each having text messages. Now, if contact 2 is the one who last texted, any new text that arrives will be mapped to contact 2 only.”
Incase the contact doesn’t exists
- In this case, if the contact ID is not available, the process won’t move further.
2nd Scenario:
If same number mapped to multiple agents:
- The logic will first check if the contact exists or not.
Incase the contact exists:
- It will next verify to check if the number from which the text is coming has a single or multiple contacts.
If its a single contact with same number:
- Then it will verify if any latest conversation was found within the contact.
- If yes, conversation exists then the text will be routed to the texting agent.
- Now, If a texting agent is available, then the incoming text will get mapped to the texting agent as well as to the contact, and thus the agent will receive the text notification.
- In case the texting agent is unavailable, the text will map to the agent (having that texting number) who had the latest conversation with the contact and he/she will get the text notification.
- But if the conversation is not found, it will randomly map the text to an agent having that texting number, and thus the agent will get the text notification.
Note: The texting agent has a dependency on the contact. You can’t have a texting agent unless you have a contact.
- If conversation is present, admins and agents have the flexibility to assign a texting agent to continue the conversation for the contact.
Now, If multiple contacts are found with the same number:
- It will verify if any latest conversation was found within the contact.
- If a conversation exists then the text will then be routed to the texting agent.
- Next, If the texting agent is available, then the incoming text will get mapped to the texting agent as well as to the contact, and thus a specific agent ID will receive the text notification.
- In case the texting agent is unavailable, it will map the text to the agent who had the latest conversation with the contact. Depending on this, the particular agent will receive the text notification.
- But if the conversation is not found, it will map the text to the first contact found, sending notifications to all the agents having the same texting number.
If the contact doesn’t exist:
- It will check if there is any existing conversation with that contact.
- If conversation exists then the text will be routed to the texting agent.
- Next, if the texting agent is available, then the incoming text will get mapped to the texting agent, and thus a specific agent ID will receive the text notification.
- In case the texting agent is unavailable, it will map the text to the agent who had the latest conversation with the number. Depending on this, the particular agent will receive the text notification.
If the conversation is not found, that means the contact ID isn’t there. What it will do is map the text randomly to an agent ID with that texting number.
