Available with a connected phone systemUsed for follow-up and next steps
Know where every text thread stands.
Pinpoint reads every text thread for what the customer asked, what your team promised and where it stopped, so you see which threads wait on a reply.
What text intelligence is
Text intelligence reads each text thread as one conversation: the customer's intent, the commitments on both sides and the next step the thread is waiting on. Pinpoint brings texts into the same review as calls, with each finding tied to the message it came from and the thread open beside it. Photos are kept and shown with the thread; their contents are not analyzed.
Available with a connected phone system: text messages and the replies your team sends by hand are read with cited evidence. Photos are kept and shown with the thread, but their contents are not analyzed.
How it works
- 01
Threads come in
Text conversations arrive through your connected phone system, with the messages, the times and the photos customers sent. Each thread lands with the rep who owns it in the source records.
- 02
The thread is read
Pinpoint reads the whole exchange in order, so a question asked on Monday and answered on Thursday stays one conversation. A photo of a document or a competing quote is part of what the thread means, and it stays with it.
- 03
The next step is named
Each thread shows what it is waiting on: a price question nobody answered, a customer who went quiet after the last message, a time that was suggested but never confirmed. The message that raised it is one click away, in the customer's own words.
- 04
A person replies
When a reply is the right move, a permitted person sends it from the thread. The reply is a human decision: Pinpoint does not text your customers, and the thread shows whether sending is turned on for your team at all.
What a manager sees
- The threads waiting on a reply from your team.
- The price and availability questions customers asked by text.
- Photos customers sent, kept with the thread they belong to.
- The next step each thread is waiting on, with the message that set it.
Questions about text intelligence
Something else? Ask on a walkthrough.
Can Pinpoint answer texts for us?
Not on its own. A permitted person can send a reply from the thread, and Pinpoint can propose what to say, but no message goes out unless someone sends it. Drafted messages that go out on approval belong to actions and workflows, which is building, with a target of December 2026.
Does it read the photos customers send?
No. Photos are kept and shown with the thread so a person can review them, but Pinpoint does not analyze what is in them. Photos follow the same access rules as the rest of the thread.
What does an unanswered thread prove?
It points to a conversation worth opening. It does not establish that the customer went elsewhere, that the deal was lost or that nobody followed up another way. Someone may have called them. The finding tells you where to look, and the thread tells you what was said.
Are texts and calls joined into one customer?
Only where the source records support it. Calls and texts each arrive with their own details from the system they came from, and they are not joined on a guess about a matching name or number. Joining the whole record for a customer is the job of customer matching and the customer record, which are building, with a target of November 2026.
How far back can I look?
Texts expire 30 days after they arrive, so your review covers the recent past rather than your team's whole history. Within that window you can search the conversations and filter by what happened in them. If a window is too large to load completely, Pinpoint says so rather than showing you part of it.
Go deeper
The text to send after the first sales call
A practical texting cadence for sales reps, with example messages for every stage between the first call and the meeting.
Follow-up and workflows · 7 min readWhen to move a customer from text to a call, and back
Channel should follow the decision in front of the customer rather than the rep's preference, and the handoff between text and phone is where many threads die.
Conversations · 7 min readIntent, commitments, next step: how to read any customer conversation
Every conversation should leave the team knowing what the customer is trying to do, what each side promised, and what happens next with a date on it.
Customers · 7 min read
See it on your own calls and texts.
A 30-minute walkthrough with a person who can answer questions, then a free review of your own calls.