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

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13 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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