Sending proactive outbound texts: Recipes and tips (Talk Team, Professional, and Enterprise) Follow

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14 comments

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    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

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    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

     

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    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?

     

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    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.

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    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

     

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    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. 

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    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

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    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. 

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    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. 

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    Steven Gilman

    Hey there,

    I'm set up with proactive texts and adding users with their phone numbers... can I proactively send the same messages proactively to multiple users?  Make groups of texts?  Then break them out into tickets when they respond.

    Steve  

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    Nicole Relyea

    Hey Steven - 

    First of all, welcome to the Zendesk Community! 

    To make sure I'm understanding correctly, you're looking to send a proactive text in bulk, is that right? So to a bunch of people at once, as opposed to one message copied and pasted over and over? 

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    Steven Gilman

    Correct

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    Nicole Relyea

    Thanks, Steven. 

    To answer the first part of your question, yes, there is a way to send proactive texts in bulk. In order to do this, you need the Proactive Tickets app, which requires the Customer Lists add-on available to customers on Support Professional plans and above. 

    When those users respond, it should create a new ticket, showing the message that was sent to the user in a private comment. 

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    Birdie de Bruyn

    Hello,

    Please advice, I've set up the trigger and macro for sending proactive outbound texts and I've encountered two problems. 

    1. When the user replies to the outbound text it creates a new ticket and the subject of the ticket is just the user's phone number. (for example: Message from: Text user: +916*******) This is problematic because now I have to spend extra time figuring out who texted me back. How can I fix this?

    2. Is there any way to connect the two tickets that come out of this situation. To clarify, is there a way to automatically link the outbound text send to the user's inbound response?

    Birdie

     

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