Advertise any phone number as a "text or call" number
Adding a SMS/text message flow to your ServiceCall.ai phone numbers allows you to give customers the ability to send you text messages if they prefer it over calling.
Creating SMS/Text Message Flows
Before you begin, please ensure that the users & groups/departments are setup so that you could forward text messages to group inboxes or individual users.
- Click on Settings and select Call & SMS Flows
NOTE: You must first create a Call Flow before creating an SMS Flow - Click Create SMS Flow on the Call Flow that you would like to make text message capable
- Decide what your first step should be when a text message is received and rag that applet into the dialog.
- In the first example, we start the text message flow with business hours and give customers different options when the business is closed.
When Open: Reply to customer to let them know you received their text message and route to Service Department inbox.
When Closed: Reply to customer to let them know you are closed, and offer several self-serve options. In this example, customers can reply with keywords (e.g. schedule, payment, status, specials) and the system can automatically reply to them providing them with more information regarding the topic of interest. - In the second example, the flow starts with a text message reply to the sender and ends with the original message being placed into the group/department inbox.
- In the first example, we start the text message flow with business hours and give customers different options when the business is closed.
- Click Save
