Send Automatic Texts for Calls - Frequently asked questions
Discover how to set up automatic text messages for incoming calls. This page answers common questions about configuring workflows for seamless customer communication.
Frequently asked questions
How can I send an automatic text when customers call in using Zendesk?
You can use the Text back action within the IVR system to automatically send text follow-ups when customers call in. This is particularly useful if you can only offer text support due to staffing constraints. The workflow involves disabling…
What are the steps to set up the IVR for automatic text responses in Zendesk?
Setting up the IVR for automatic text responses involves a few key steps. First, disable the voicemail option for your number. Then, create a greeting that informs callers about the text-only support and guides them on how to proceed. Next,…
How do I disable voicemail for automatic text workflows in Zendesk?
Disabling voicemail is the first step in setting up automatic text workflows in Zendesk. This ensures that callers are directed to the IVR system instead of leaving a voicemail. To disable voicemail, access your Zendesk Talk settings and turn off…
Can I customize the text message sent to customers in Zendesk's IVR system?
Yes, you can customize the text message sent to customers in Zendesk's IVR system. This allows you to tailor the message to better suit your support needs and provide clear information to your customers. To customize the message, edit the Text…
What legal considerations should I be aware of when using Zendesk's call and text features?
When using Zendesk's call and text features, it's important to comply with all applicable laws. Zendesk does not control the content, timing, or recipients of your telephonic communications, so it's your responsibility to ensure compliance. Some…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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