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Sending Proactive SMS to end-users who have not been created
Posted Sep 21, 2021
It would be great to have a feature where you can send an SMS to a phone number that is not already an end-user. We have agents who do not have access to create a new contact, and sometimes reach out to users who have never contacted us in the past.
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Official
Stephanie Langlois
This is already possible with the use of Sunshine Conversation's Notification API. To learn more about how you can build this experience using our API, please reach out to your Account Executives.
As for supporting this out of the box without any development work, I will share your feedback with the team. This is definitely an area that we are exploring but don't have any concrete plans at this time.
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Nico V
I second Matthew on this!
It is so important to send proactive SMS also to the part of current customers who do not contact first the CS team but who should be informed later by SMS for some urgent updates.
Also, the option would be from any country to the other countries (not specific on a few nations).
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Julia Wilkerson
Matthew (Jason) Huh Nico V- Hi from Textline! We're a Zendesk Marketplace App that allows you to send & receive texts from directly within Zendesk Support or Sell. Textline is an out-of-the-box solution and we offer international texting. You can learn more on our marketplace page and if you have any questions or want to see a demo, feel free to use the 'contact us' link and reach out!
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Kelly Danner
Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.
We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!
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Shawna James
Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!
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