Tactful is an omnichannel customer experience platform that manages support tickets, customer records, products and orders all in one place where your whole team can see them at once. When customer information changes, new tickets arrive, or orders are placed, you have the chance to stay in touch through SMS. Send text updates when a customer is created, when their order ships, or when you add a note to their support ticket to keep them informed. Inbound SMS from your customers can also trigger actions in Tactful automatically without any manual work from your team. When someone texts you, you can automatically create a support ticket or add a note to an existing case without manual entry. This means no message goes untracked, and your team has a complete record of every conversation. By connecting these systems, you ensure customer interactions span email, phone calls, support tickets and text messages all in one unified view.