A customer replies STOP by text: do they still get the email follow-ups?

With Muzau, a STOP by text blocks any text to that number, but it applies to the number, not the email address: the email follow-up in progress carries on. If the customer no longer wants to be contacted, cancel their follow-up yourself, or choose "Never follow up" when the agent shows you their conversation.

Can you follow up by text with a customer who does not answer emails?

No. A Muzau agent never writes the first text: a text only goes out in reply to someone who wrote to the agent's number. Following up a silent customer stays by email, by default at D+3, D+7 and D+14.

Why does a customer still get a follow-up when they replied by text?

Most often, their text is not linked to the follow-up: with Muzau, a phone number alone is not enough, it takes the same email address or the same follow-up line. Or they wrote to a salesperson's mobile rather than the agent's number. In these cases, cancel the next follow-up: all follow-up for that customer stops.

SMS and email

A customer replies by text to an email follow-up: what happens?

When a customer replies by text to a follow-up sent by email, a Muzau agent stops the follow-up, just as for an email reply. The text must be linked to the same follow-up line or the same email address, for example one the customer gave by text. A phone number alone is not enough: you stop the follow-up yourself. The agent replies to the text, on its own or after your approval, or hands over to your team.

Why a customer replies by text to an email

The customer reads your follow-up on their phone, between two meetings. Your company's number is right there, on your website for example, and they answer in three words by text: "Yes, we're moving ahead, I'll call you Monday." As far as they are concerned, they have replied.

An ordinary automatic follow-up only watches the inbox. It does not see the text, and a few days later it sends "I'm just following up" to someone who has already said yes. The customer concludes that nobody reads their messages. Switching channel should not cost you an attentive customer: the follow-up needs to know they have replied, even by text.

How the agent goes about it

Input: The text received on the agent's 09 number, and the email follow-up in progress
It does: Links the text to the customer by their email address or follow-up line, then stops the follow-up
It delivers: A follow-up that is stopped, and a text that gets its reply, from the agent or from your team

A text reply stops the email follow-up

For a Muzau agent, a customer who replies by text has replied, just as if they had done it by email. Their text must be linked to the same email address or the same follow-up line. The email follow-up then stops, and the next one does not leave your Gmail or Outlook inbox. The rule also applies to a reply in your site's chat. The text is received and kept in the conversation even when the SMS agent is paused or your credits have run out: the customer's reply is not lost.

The link goes through the email address, not the number

An email follow-up tracks an address, while a text arrives from a number. To make the link, the text must be linked to the same follow-up line, or to the same email address as the follow-up. That is the case when the customer gave that email by text: the agent keeps it in the conversation and, if you keep a tracking file and it can write to it, it files the customer there with the source "SMS". A phone number alone is not enough: the follow-up carries on, and you stop it yourself. Cancelling the next follow-up stops all follow-up for that customer. A phone call is not seen either: see how to avoid a duplicate follow-up.

A meeting booked by text makes the link

When the customer replies by text to book a meeting, the agent offers them free slots, then asks for their email to block the slot and send the invitation. If it is the address the follow-up was sent to, the text is linked to the customer, and a meeting booked by a Muzau agent also stops the follow-up.

The customer gets a reply to their text

The customer gets a reply to their text. Muzau's SMS agent answers with a short text, on its own or after your approval depending on your setting, or hands over: your team then replies to them by text from the card, from the agent's number. The details are on the page AI that replies to texts.

Replying by text to an email: good habits

A customer who replies on a channel other than yours has made the effort to reply. These habits keep you from following up for nothing, with or without a tool.

Stop the email follow-up as soon as they have replied elsewhere: by text, by phone, on a salesperson's mobile.
Reply on the channel they chose. By text, a short message is enough: a thank you, the answer, the next step.
Note their reply in one line in the file: the colleague who picks up the email exchange needs to know what they said by text.
If you need to send them a document, ask for their email address in your text, and check that it matches the quote. If it differs, update the file.
A "not right now" reply is not a refusal: note the date they give and pick things up again then.
A STOP by text is honored beyond the text: if they no longer want to be contacted, stop the email follow-ups too.

An example reply: "Thanks for getting back to me. I'll send you the updated quote by email: which address should I use?" It fits in one text, and it gets you the address that is missing from the file. When the customer really goes quiet, see how to follow up with a customer who does not reply.

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What it does not do

It does not link a text to the customer by phone number alone: without the same email address or the same follow-up line, the email follow-up carries on, and you stop it yourself.
It only sees texts received on the agent's number: a text sent to a salesperson's mobile, like a phone call, does not reach it.
It never follows up by text: the agent does not write the first text, it only replies to someone who wrote to its number.

Autonomous does not mean unchecked. You set the level of autonomy of every agent, its limits cannot be crossed, everything it does is recorded in a plain-language log, and one gesture stops it all.

Frequently asked questions

Does the email follow-up stop if the customer replies in the site chat?: Yes. With Muzau, a reply in the site chat stops the email follow-up, just like an email reply. The chat message must be linked to the same follow-up line or the same email address, for example the email the visitor typed in the chat. A visitor who leaves only a phone number does not make the link.
A customer replies STOP by text: do they still get the email follow-ups?: With Muzau, a STOP by text blocks any text to that number, but it applies to the number, not the email address: the email follow-up in progress carries on. If the customer no longer wants to be contacted, cancel their follow-up yourself, or choose "Never follow up" when the agent shows you their conversation.
Can you follow up by text with a customer who does not answer emails?: No. A Muzau agent never writes the first text: a text only goes out in reply to someone who wrote to the agent's number. Following up a silent customer stays by email, by default at D+3, D+7 and D+14.
Why does a customer still get a follow-up when they replied by text?: Most often, their text is not linked to the follow-up: with Muzau, a phone number alone is not enough, it takes the same email address or the same follow-up line. Or they wrote to a salesperson's mobile rather than the agent's number. In these cases, cancel the next follow-up: all follow-up for that customer stops.

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