How can I send an automatic text when customers call in?

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.

Issue Symptoms

I want to notify my customers when they call in that we only provide text support and will receive a text reply to get their issue resolved. We don't have anyone available for phone support and we also don't want customers leaving voicemails.

Resolution Steps

Customers on Talk Professional plans and above can use the Text back action within the IVR to notify callers and send an automatic text follow-up.  

To create this workflow

1. Disable the Voicemail option for your number.
2. Create a greeting for an IVR to explain your account only provides text support. The recording must also specify which keypress to select, inform callers to enter their number, and end the call after the caller has confirmed their number to receive the text.
3. Set up an IVR menu that routes customers to press 1 (or any other number) so callers can enter their number to receive the text. 
   
   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 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.
4. Under Routing, select the option Enable IVR? 
   

Note: Text back is available as an IVR menu option and can be used simultaneously with other IVR call functions.

For more information on Talk settings, see the article: Managing Talk line settings.