Workflow: Send an automatic text when customers call in

<p>Use the <strong>Text back</strong> 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.</p><div class="note important">
<span class="importanttitle">Important:</span> You're responsible for complying with all applicable laws when using the call and text features in Zendesk voice. Zendesk doesn't control the content of your telephonic communications, the timing, or the 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.</div><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01KY7RPGB36S6MA452DE688AMN">Step 1: Disable voicemail</h3></div><div class="panel"><p>Disable the <a href="https://support.zendesk.com/hc/en-us/articles/115010343228" target="_blank" rel="noopener noreferrer">Voicemail</a> option for your number.</p></div><div class="accordion"><h3 id="h_01KY7RPGB3JGH8DF3WJJAMZTAA">Step 2: Create a greeting</h3></div><div class="panel"><p>Create a <a href="https://support.zendesk.com/hc/en-us/articles/4408821594650-Creating-outgoing-greetings-and-assigning-greetings-to-numbers" target="_blank" rel="noopener noreferrer">greeting</a> 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.</p></div><div class="accordion"><h3 id="h_01KY7RPGB31CZYDA3KY5MN5Y55">Step 3: Set up the IVR</h3></div><div class="panel">
<p><strong>To set up the IVR menu</strong></p>
<div><ol>
<li data-list-item-id="e0f659c318fdfa71de4389cca7f361659">
<p>Set up an <a href="https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR#topic_sms_bsf_yt" target="_blank" rel="noopener noreferrer">IVR menu</a> that routes customers to press 1 so callers can enter their number to receive the text.<br><img class="wysiwyg-image-resized" style="aspect-ratio: 1274/1360; width: 50%;" src="https://support.zendesk.com/hc/article_attachments/7856436063258" alt="IVR_settings.png" width="1274" height="1360"><br>By selecting the action <strong>Text back</strong>, 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.</p>
<div class="p"><div class="note tip">
<span class="tiptitle">Tip:</span> You can customize the message you would like your customers to see in the text messages by editing <strong>Text message</strong>.</div></div>
</li>
<li data-list-item-id="e7227a52984c6a7196139477c0b6859f9">
<p>Under <strong>Routing</strong>, select the option <strong>Enable IVR? </strong><br><img src="https://p23.zdusercontent.com/attachment/1/vn47hLM9Uz0dzg2QL7sgnglgg?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..DvJnGsgbFlIhqjSIxiUPHQ.TfjHRcKx1Pgg6GWLJxM7wCF365G9bygGMFusze4-UaZVAr7wK29YXNQSRwKHxqfAmAQnoG7FdPhQfEB6byo9uDf4x_S0tEhLSS3yfC3V_JOUXodEAeiMAo-APy1t2VRjPl23vBIOppeAlyK3gWQ8An3DqTJY4yOK0PK2UJXG-5ARgRBZUEG1cCndy-sP17i6FCG8kVGKv4G31ljBy7_SqzrDqiGI5MR6zE09jGe7whwL9z-HzOg6vY9sl-DQmAyNXZXkj_Kh82T9loaV380WbmhjnhFNCJSU0UoVDEKcb2I.MbyVATqdoVqin0F5vBoeRg" alt="routing_settings" width="576" height="314"></p>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> Text back is available as an IVR menu option and can be used simultaneously with other IVR call functions.</div></div>
<p>For more information on voice settings, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408823877146-Managing-Talk-line-settings" target="_blank" rel="noopener noreferrer">Managing line settings</a>.</p>
</li>
</ol></div>
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