Business text messages often arrive through one visible number while the work belongs to different people. List the common request types, such as a new inquiry, appointment question, resident need, order update, or billing question. Use language staff recognize rather than a long set of internal department names.
A customer should not need to retell a conversation because the shift changed. Before leaving an open text thread, record what the customer needs, what has already been promised, and what the next staff member should do. Keep the note short enough to read before replying.
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