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

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Support your customers via SMS with Text, a new feature of Zendesk Talk (available on Talk Basic and Advanced plans). With Text, you and your team can get creative about finding new ways to help customers with notifications, updates and proactive texts. Once you’re up and running with a Text number (learn more here), try these easy recipes for sending proactive outbound texts to your customers using triggers and notifications.

Send automated text responses

Let your customers know you’ve received their text messages (or emails or phone calls!) with an automated text response.

  1. Click the Admin icon () in the sidebar, then select Business rules > Triggers.
  2. Click Add trigger.
  3. Enter a title for your trigger, like “Auto response to inbound text.”
  4. Add the following conditions and actions for your trigger (see screenshot below):
    • Meets all of the following criteria:
      • Ticket Channel Is SMS
      • Ticket Is...Created
    • Perform these actions:
      • Notifications: SMS User: requester
      • From (select Text number)
      • Body (include text you'd like in your automated outbound SMS)
  5. Click Create trigger.

Tip: Use unformatted placeholders to personalize your text support. Learn more about placeholders here.

Alert agents when a ticket needs attention

To ensure adherence to SLAs or fast response times for VIP customers, send Text alerts to agents or technicians when a customer requires service.

  1. Click the Admin icon () in the sidebar, then select Business rules > Triggers.
  2. Click Add trigger.
  3. Enter a title for your trigger, like “VIP customer text update.”
  4. Add the following conditions and actions for your trigger (see screenshot below):
    • Meets all of the following criteria:
      • Ticket Is...Updated
      • Requester: Type of customer is VIP
    • Perform these actions:
      • Notifications: SMS Group
      • From (select Text number)
      • Body (include text you'd like in your automated outbound SMS)
  5. Click Create trigger.

Start a text conversation with proactive outbound texts

Proactively reach out to customers on a personal level with proactive outbound texts -- just requires a few steps using triggers and proactive tickets.

Create a trigger

  1. Click the Admin icon () in the sidebar, then select Business rules > Triggers.
  2. Click Add trigger.
  3. Enter a title for your trigger.
  4. Add the following conditions and actions for your trigger (see screenshot below):
    • Meets all of the following criteria:
      • Ticket Is...Created
      • Ticket: Tags Contains at least one of the following [create a tag like "proactive_text"]
    • Perform these actions:
      • Notifications: SMS User: requester
      • From (select Text number)
      • Body: ticket.latest_public_comment
      • Ticket status: closed
  5. Click Create trigger.

Note: Make sure that ticket status is set to “closed”. If your customers respond to your outbound texts, that will create a new ticket. Like other inbound texts, you can respond to your customers’ text via public comment in the ticket.

Create a proactive ticket

  1. Click +Add - New… Ticket
  2. Make the requester your text recipient.
  3. Assign an agent.
  4. Subject - anything that helps your team! (will not affect the text)
  5. Description - type what you’d like in your outbound text
  6. Tag: include “proactive_text” tag.
  7. Submit as Solved.

Note: For repeated outbound texts, create a macro that’ll automatically add your proactive text tag and populate the description with your message. Learn more about macros here.

Tip: Send proactive texts in bulk using the Proactive Ticket app (requires Customer Lists, an Add-on available to customers on Support Professional plans and above). Learn more here.

Respond to texts within a new ticket

If a customer responds to your outbound text, that text will create a new ticket with trigger details as internal notes for context. You can respond to that ticket as you would any other channel -- public responses will be sent as texts.

Now that you’ve tried our ideas, let us know in the comments how you and your team have used Text to help your customers!

Have more questions? Submit a request

Comments

  • 2

    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

  • 0

    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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