This article covers the SMS applet within ServiceCall.ai.
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The SMS applet is the seventh applet in the available applet menu when building a call flow:
The SMS applet offers an SMS (alphanumeric) text message to be sent to an inbound caller.
The SMS applet can be a valuable option in a Menu to direct inbound callers to be self-servicing and discover information on their own. In this example, a caller will hear a menu with two options, where option one would direct the inbound caller to someone that could answer a call, but option two would send an SMS text with the company website. In this example, the SMS text would contain the verbiage, "Hi, this is ABC Company! Please visit our website at http://www.abc-company.com to view our hours and price list."
Allowing callers to self-service can reduce the volume of inbound calls by eliminating simple, quick inquires, and allow dispatchers, schedulers, and other people answering the phone to divert resources where they may be most needed.
Common 'next' applets may include, but certainly are not limited to: Hangup, Voicemail, or Enqueue
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