Sometimes my agents need to proactively reach out to our customers. How can we do that using Text?
You can proactively reach out to a customer via Text creating a trigger that sends a text message to your customers when a ticket contains a specific tag. Every time you want to send an outbound SMS to a customer, all you need to do is add that tag into the ticket.
For detailed instructions on how to build this workflow, see Using Text notifications with triggers: Recipes and tips.