Workflow: Send an automatic text when customers call in

Use the Text back action within the IVR system to automatically send text follow-ups when customers call in. If you can only offer text support due to staffing constraints, this workflow will send your customers a text after they call your support number, explaining that text support is the only option available.

This workflow includes the steps below.

Step 1: Disable voicemail

Step 2: Create a greeting

Step 3: Set up the IVR

Important: You're responsible for complying with all applicable laws when using the call and text features in Zendesk Talk. Zendesk doesn't control your telephonic communications' content, timing, or recipients. Some jurisdictions may require end-user consent before you initiate telephonic outreach. By enabling these features, you confirm that you've obtained the required consent.

Step 1: Disable voicemail

Disable the Voicemail option for your number.

Step 2: Create a greeting

Create a greeting for an IVR to explain your account only provides text support. The recording must also specify which keypress to select, inform callers to enter their number, and end the call after the caller has confirmed their number to receive the text.

Step 3: Set up the IVR

To set up the IVR menu

Set up an IVR menu that routes customers to press 1 so callers can enter their number to receive the text.

By selecting the action Text back, the system switches the interaction over to text by confirming the customer's number, then disconnecting the call and sending a text message. An SMS ticket will be created so the conversation can continue by text.

Tip: You can customize the message you would like your customers to see in the text messages by editing Text message.

Under Routing, select the option Enable IVR?

Note: Text back is available as an IVR menu option and can be used simultaneously with other IVR call functions.

For more information on Talk settings, see the article: Managing Talk line settings.