Text magic not responded to
Customer C1166 had been contacted via text magic a few weeks ago , he responded saying yes please but had no reply , this resulted in him calling today to chase us up
Reword messages and quotes to set realistic response times and next steps.
-
Message wording led customers to expect an immediate reply.
Ensure automated messages and proposals contain clear response timelines and direct replies to shared inboxes where appropriate.
Wording changes implemented; issue considered closed.
Builds an evidence-based review from this NCL, status history, related NCLs, and relevant communications. The report is stored here and emailed to Luke, Rob and Michelle.
Use this panel for all status changes. Main edit form does not change status.
| From | To | Changed At | By | Note |
|---|---|---|---|---|
| Initial | Resolved | 2026-05-05 21:11:19 | management review | Transcript summary: TextMagic replies resulted in customer expectation of immediate responses. Team changed message wording and proposals to set clearer expectations. TextMagic messaging and quotes updated to set expectations. Root cause check: strong - Simple communications issue identified and wording change implemented with immediate effect. |
| - | Initial | 2026-04-13 14:08:27 | anonymous | - |