Texting feature in the Call center campaign gives agents the capability to follow up with the contacts and send them additional information if needed. For instance, if they are calling Donors for an event, they could send details of the event location, timings over text or for a fundraising use case, send them a donation link via SMS.
Note: To know how to make calls from a call center campaign, click here
- While on-call, agents need to click the "SMS" button to send messages to the contact.
Here, agents get an option to either select a predefined message template that is created by the manager or send their own message. If required, they could also create their own template by clicking the "New" button
On selecting the predefined template, the agent has an option to edit the template or to change the Phone number of the contact. If the phone number is not available, the agent can ask the number from contact and send the message.
- The "New" button allows the agent to save a new template. The agent can personalize the template using merge tags from the "Personalise" option.