Sending proactive outbound texts: Recipes and tips (Talk Basic and Advanced) Follow

Comments

9 comments

  • Avatar
    Sebastiaan Wijchers

    Hello Emily,

    Thanks for the article!

    Can the images be made available in a higher resolution? It's hard to see what's on it currently.

    With kind regards,

    Sebastiaan

  • Avatar
    Dov Cohn

    If i have an open ticket, and the end user would like the next public reply to be delivered to them via Text, can I do that?

    For example, users creates request via email to support@yourco.com, "I need my account number and I am on my mobile phone. Pls text it to me at 999-000-1111".

    That creates a ticket.

    Can the agent, from that ticket, choose the reply method to be text?

    That is a very common use case we would use - people start tickets via email, but want a response via mobile.

    Thanks

     

  • Avatar
    Adam Sanderson (Edited )

    If I want to simply send a text message to a specific phone number through ZenDesk; what is the fastest way to do this.  The steps above require me to add a user; then add the phone number, then create a new ticket, then send the SMS.   Is there a way to setup up something more streamlined lined like:  create a new ticket > set the subject or a ticket field as the phone number > sent a public comment which goes out as a SMS?

     

  • Avatar
    AimeeS

    I have the same question as Computer Overhauls? There is no way to send a quick message via text like I would for sending via email? This does sound like a lot of work.

  • Avatar
    Craig Hunter

    Hi, Can you add a third party to join in on the text service or is this something for your messaging service (not sms).  ideally I would like to answer a tex request and then include a third party to join the chat.  thanks

     

  • Avatar
    Nicole Relyea

    Hey Craig - 

    Can you give us a little bit more info on your third party? Is it someone else from within your organization? Another service? Is it a person or a computer? Do they also need to be able to converse with the end user, or just with the agent? 

    That'll help us solve for you. 

  • Avatar
    Craig Hunter

    Hi Nicole.

    Heres the context as an example:

    I want to view a property to I message the estate agent, the agent the responds to my message and adds the property owner into the message string or "chat".  I then allows the property seller to communicate directly with the property buyer with the agent also being able to contribute and view.

    So in a nutshell the buyer can send a message from there phone device through a website and the agent can respond and then if need be add the seller (third party) to the text conversation. 

    Kind regards

    Craig

  • Avatar
    Nicole Relyea

    Hey Craig - 

    Thanks for the additional detail. I'm going to take that to our chat experts, and I'll get back to you. 

  • Avatar
    Nicole Relyea

    Hi Craig - 

    It doesn't seem like this is functionality that's native to the product, but you could head to the Chat Community and see if any other users have ideas for you. 

Please sign in to leave a comment.

Powered by Zendesk