Important: You are responsible for using the call and text features in Zendesk Talk in compliance with all applicable laws. Zendesk does not control the content of your telephonic communications, when they are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling these features, you agree that you have received the required consent.
When my customers call my number, I want them to be aware that we only provide Text support and that they can receive an SMS back to get their issue solved. We don't have anyone available for phone support and we also don't want customers leaving voicemails.
- Disable the Voicemail option for your number.
- Create a greeting for an IVR in which you explain your account only provides text support. The recording must also specify which keypress to click on to be routed to the number validation and to end the call after they have confirmed the number where you can text them on.
- Setup an IVR menu that routes customers to press 1 (or any other number) so they can enter the number to text them back.
By selecting the action Text back, the system switches the interaction over to text by confirming the customer's number, then disconnecting the call and sending a text message. An SMS ticket will be created for this interaction with the customer so the conversation can continue by text.Tip: You can customize the message you would like your customers to see in the text messages by editing Text message.
- Under Routing, make sure the Enable IVR? option is selected instead of using Group routing.
Note: Text back is available as an IVR menu option and can be used simultaneously with other IVR call functions.
If you simply want to notify your customers that you only provide text support, see Alert customers of your Text only support line.
For more information about which features are available for different plan types, see this article: About Zendesk Talk plan types.