In this article, we will discuss how to send Follow up texts or manual texts from a Call Center campaign. When agents are on call, they might want to follow up with the contacts over a text message or send a message manually with more details on the reason for the call. This feature covers both scenarios.
For example :
- If they are following up with donors for a fundraising event, they might want to send the details of the event location, timings over text or for a fundraising use case send a donation link via SMS.
- If you are a marketing company and your agents are making cold calls, you may send more details like website links or reading material via SMS. You may also want to send your intent of calling if the user didn't pick your call.
The texting feature of the Call Center campaign helps you get more outreach. Let us see how to use it.
Add Message Templates
While creating a CallCenter Campaign, you get two options under the Text Follow-up section.
- Manual Texts
- Automated Texts
You can enable the Manual Texts setting to add predefined message template(s) that your Agents can send to contacts.
Automated texts are sent to the contact automatically based on the disposition selected by the agent. If you wish to inform your contacts regarding the reason for a call in case of an unanswered call, you may select NO_ANSWER as a disposition to trigger automated messages. This way you strike up a conversation with the contact and they are more likely to pick your call in the next attempt.
You need to enable the Automated Texts setting to add your message and link it with the disposition from the "Disposition" dropdown.
Note: You can use the "Personalize" option to personalize the message using merge tags. For more details click here.
Since you will be making calls and sending a text from the same number you need a Caller ID that is capable of voice and sending the text. On the next page, you need to choose a Caller ID.
Here you get two options to either rent a new number or to select a previously rented number.
Auto rent a number
CallHub allows you to choose the area code of your choice while renting a number. CallHub will check if the numbers from the selected country are available and display the message.
Previously rented number
In case you already have numbers rented on your account, you can select them as your Caller ID.
Note: If a contact calls back to the selected caller ID, the call will be transferred to your validated number
The incoming messages for the campaign can be viewed from the "View Responses" section on the campaign overview under "Text Statistics". You may click on "Reply" to reply to the messages you have received.
Note: The incoming messages for the Call Center campaign can be responded only by the manager from the admin account.
Click here to know how texting from Call center campaigns works on the agent console.