How to enable voice-to-messaging

The voice-to-messaging feature allows you to seamlessly transition customers from a voice interaction into receiving an automated text message. By customizing the message text for a specific Call Target, you can easily inform customers of current issues or provide critical information while reducing the call volume for agents.

Overview

This guide covers the following steps to begin offering voice-to-messaging transitions.

  1. Set default message text on the Global Settings page.
  2. Enable and configure the voice-to-messaging transition for Call Targets.
  3. Test the customer experience.

Set Default Message Text on the Global Settings Page

Quick access: Callback > Global Settings > Messaging tab

When the Enable Voice to Text Message? checkbox is selected, a new option will be presented in the voice menu to offer customers the opportunity to disconnect their call and receive an automated SMS message.screenshot of messaging settings on the global settings page

In the Voice to Text Message Text field, you can specify the text of a message you would like to be sent to customers via SMS after they have chosen to transition to messaging and left the voice menu.

The text entered in these fields will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Target page, and we will review these options in the next step.

Enable and Configure the Voice-to-Messaging Transition for Call Targets

Quick access: Callback > Call Targets > Your Call Target > Messaging tab

Similar to the Global Settings page, you must first enable Voice to Text Message at the Call Target level. First, select the Voice to Text Message checkbox, then enter the message to send in the Voice to Text Message input field beneath the checkbox.screenshot of messaging settings on the call target page

The Voice to Text Message field sets the text of the message to be sent to customers when they choose to transition to an automated messaging interaction. Use this field to convey any important information you would like.

Test the Customer Experience

Once your Call Targets are configured to offer voice-to-messaging, it is recommended that you test the experience from a user's perspective. Use the following steps to test the transition experience.

  1. On the Call Targets page, locate the phone number associated with the Call Target you wish to test.
  2. Place a call to the Call Target's phone number and wait for the voice menu response.
  3. Choose the option to leave the voice menu and receive a message instead, then allow the system to disconnect the call.
  4. Review the SMS response that you receive after disconnecting the call to ensure it matches the message configured for the Call Target.