Your team checks email in one tool, responds to texts from another, and monitors social DMs in a third. Each channel has its own queue, its own notification rules, and its own blind spots. When a customer reaches out in more than one place—which they often do—nobody has the complete picture, and the conversation starts
Latest from Heymarket Twenty
Omnichannel customer service platform: what it is, why it matters, and how to choose one
A customer emails your customer service team on Monday with a billing question. By Wednesday, they haven’t heard back, so they send a follow-up text. Your agent sees the text, has no idea an email was sent, and asks the customer to explain the issue again.
That disconnect happens when channels operate individually rather than
Introducing Conversation Tags: Bringing structure to customer messaging
Teams rely on manual notes, CRM workarounds, or keyword searches to understand why customers are messaging.
Today, we are excited to introduce Conversation Tags — a structured, scalable way to classify inbound and outbound messages inside Heymarket.
Why we built Tags
High-volume inbound SMS makes it focus on conversations that matter the most. Without standardized
Connect your entire tech stack to Heymarket with inbound webhooks
Modern teams don’t operate in a single system and software systems are event machines. As such, modern teams need to juggle data from different platforms. Example: a POS system handles orders, an ERP tool tracks shipments, and a CRM manages leads.
Each of these systems is constantly broadcasting “events”: an order is placed, a delivery
How to respond to a text: tips and examples for every situation
You get a text. You read it. You start typing a reply. You delete it. You write it again, but that draft doesn’t feel right either.
Unlike calls, texting compresses tone, context, and intent into a tiny box. Without a voice or other social cues, a message that sounds right in your head won’t always
Email now works alongside SMS in Salesforce and HubSpot
The CRM is where customer context lives. If you want to deliver tailored customer experiences, communication should live there, too.
That’s why we’re bringing email into the same Salesforce and HubSpot workflows our customers already use for SMS, starting today.
With our updated CRM integrations, you can manage texts and emails in one centralized
How to humanize AI text: practical strategies and real examples
With AI, you can generate a first draft in seconds. But when you read the writing back, something often feels off. It’s polished but impersonal, wordy but mostly meaningless, like someone trying to hit the word count on a school essay for a book they didn’t read.
That’s because AI can predict which words belong
6 examples of AI-generated emails (and how to avoid sounding like ChatGPT)
AI has changed how people write emails. Instead of starting from a blank page, many messages now start as a full draft that already sounds clear and put-together. But when you use that first draft as your final email, it rarely lands how you wanted it to.
That’s because those drafts are designed to be
How to spot an AI-generated email in your inbox
A lot of higher-stakes conversations happen over email. Companies use it for important, official messages, like billing notices, security alerts, hiring next steps, and account updates. Individuals rely on email for formal conversations, like contacting a professor or reaching out about a job opportunity.
Because these messages often come with real consequences, people tend to
How you can use AI to personalize emails more effectively
Personalization is essential for business communication, especially via email. Customers reject generic emails that don’t greet them by name, and they expect every offer to be relevant. If they reach out to customer service, they want an email that acknowledges their specific situation, not just a standard update that could apply to anyone.
Most teams
Can ChatGPT analyze text messages? How to use AI to understand texts
Texting is one of the most popular ways we communicate today. Whether you’re a business providing customer service over SMS, coworker coordinating via Slack channels, or friend keeping in touch with a group chat, texting makes conversations effortless.
However, quick messages can also create confusion. Without facial expressions or the tone of someone’s
Drip campaign 101: Tips and examples for drip texts and emails
Customer relationships are built on consistent communication. Every interaction, whether it’s welcoming a new subscriber, reminding someone about an appointment, or following up after a purchase, shapes how people see your brand. Each of those touchpoints is an opportunity to build loyalty, close a deal, or encourage repeat business.
The challenge is keeping up with
How to tell if a text is AI-generated (and why it matters)
Your favorite blog is uploading posts faster than ever. Every “thought leader” on LinkedIn sounds strangely similar. Your coworker suddenly “knows” how to use an em dash. If everything you read feels different these days, there’s a reason: AI.
Artificial intelligence is quietly reshaping how people write. According to a recent study by Axios,
7 email drip campaign best practices for stronger relationships
The best customer experiences don’t rely on a single touchpoint. They’re built through steady, thoughtful communication that encourages recipients to take the next step. Whether you’re welcoming a new subscriber, sending a reminder about an upcoming appointment, or guiding someone back to a product they’ve shown interest in, consistent follow-up makes the difference.
Email drip
The difference between multichannel and omnichannel messaging—and why it matters
Today’s customers expect businesses to make it easy for them to connect on their terms. Sometimes that means sending a quick text while they’re on the go, writing an email from a laptop, or starting a live chat when they need immediate answers.
At the same time, businesses need to be able to reach customers
How to streamline communication for better customer experiences
Your customer communication channels are overflowing. Messages arrive through email, text, and chat faster than your team can organize them. Information is scattered, updates are delayed, and customers often reach out more than once before getting a clear answer. Outbound communication isn’t any smoother; follow-ups and reminders take extra time, and it’s easy for messages