Page 14 - Freshworks Expert Guide Book

Frequently Asked Questions-Page 2

What is a sales owner?: The sales owner start as the agent who created the contact. It is updated automatically when
an agent sends a SMS to the contact.

Can I text using Freshworks? Yes, in addition to email, you can send SMS texts to contacts in Freshworks. Be mindful of
what you text them and don’t use ALL CAPS in your message.

Who gets notified of incoming texts (SMS) and how? The Sales Owner will be notified about the incoming SMS. While
getting an incoming SMS, you will get a notification on the bell icon at the top right corner in Freshsales.

Can I receive pictures through text? Yes, customers can text you images. You will receive them as a link that can be
opened in Chrome and saved to your computer.

How can I send documents or images to customers? Use email to attach images or documents and send them to
customers. You can not text images to customers using Freshworks.

Where should I save my notes for a customer? All notes related to a customer or quote need to be saved in Freshworks.
All policy/underwriting notes should be saved in InsurancePro.

How should I search for customers? You can search for customers by name, cell phone phone number, or email
address.

Are all A-MAX customers in Freshworks? While most customers who have gotten a quote with us since 2020 are in
Freshworks, not all of them are in due to invalid or duplicate contact information. If a match is not found for an existing
customer, add them to Freshworks.
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