A customer replies to a text with a genuine complaint or a compliment, and it sits in a phone unread while the product team works from a completely different set of notes. Flash exists to close that gap, pulling customer feedback into one place using add feedback so a product team can see what people are actually saying rather than a paraphrased summary written days later. Flash also accepts uploaded call transcripts for the same kind of analysis, so a text reply becomes one more source feeding into the same picture of how customers feel about a product.

Through Zapier, a reply to a Mobile Message text can be sent straight into Flash the moment it lands, so a comment made by SMS carries the same weight in the analysis as one made on a support call. Nobody has to copy it across by hand, tag it manually or remember which channel it originally came in on before it reaches the people building the product roadmap.