Issue:
– Text replies are going to the wrong user even though the lead owner is updated.
Associated Concerns:
– Texts are being routed to the wrong user even if the legacy tracking number is transferred to the lead owner.
Root Cause Analysis:
This From number was likely associated with the Legacy/Previous Lead Owner when the message was sent. Outbound message activity owner hence becomes Lead Owner(old) since the text went through their number and workflow execution. When the inbound message is received as a revert to the first message sent, system checks the activity owner of last outbound message and makes it the activity owner in inbound message as per the text thread.
Hence the Old Lead Owner will still be the activity owner.
Solution/Customer-friendly explanation:
Just like any other text routing system for independant text chains, if Person A reaches out to Lead A, then the relationship association for the particular text chain is with Person A. In the meantime, let’s assume the Lead A transfers from Person A to Person B. Hence if Lead A texts back to the business number from the text chain with Person A, the logic would be such that the intended recipient is Person A and for all the Lead can think off, they probably do not know the newer Lead Owner(Person B) is assigned for them simply because I responded to Person A’s text and not Person B’s.
Hope this helps 🙂
