Two-way Texting Flyout Changes

CLEO was updated in Q3 and Q4 of 2023 to improve text performance and make texting easier to use.

As a refresher, a phone number must be associated with an Employee, Customer, or Lead record in CLEO in order to receive text messages from CLEO.

Using the Two-way Texting Flyout

Users can interact with CLEO via the Two-way text "flyout" by clicking the text bubble in the top right corner of the screen. The flyout now uses the following rules to display messages:

1. Messages from 1-14 days old: Any unread or read messages sent to or from CLEO (as one off text messages) will appear in the text flyout. 
2. Messages from 15-30 days old: Only unread messages will appear in the flyout
3. Messages sent from CLEO to a lead or customer that were generated through a workflow will not appear in the Two-way text flyout, helping to reduce the amount of messages being displayed and drastically helping to improve performance. (But replies from recipients will appear as unread messages.)
4. All text messages to any customer or lead can always be read in the Contact Log for that customer / lead, regardless of when the text was sent or received.

Interacting With Users Who Opt-out

Texting is Two-Way, meaning either the CLEO user or recipient can send and receive messages, assuming the recipient hasn't replied STOP. (They can reply START to begin receiving messages again if they opted out at any time.)

If you attempt to text a recipient who has opted out, you will see the following error messages, and the text will not be sent to the recipient.

• The notice “Message not sent – number flagged as 'Do No Text'” will appear below the attempted message.
• The notice “Number flagged as 'Do Not Text' – message will not be sent" will appear below the text box.