SMS Call Deflector
Redirect incoming calls via SMS to any chat based solution
Introduction
The SMS Call Deflector app will redirect incoming calls to a chat based channel via SMS. The app will send a text message to the caller, containing a link to either a webpage, the PWA, or new Whatsapp chat to a number of your choosing.
The PWA of this app, accepts incoming messages and will escalate to an operator via the Inbox. Only when the operator doesn't join the chat within the preconfigured time, it will ask the customer to leave its contact details. This way the customer will receive either an email or a text message once the operator joins the chat, allowing them to re-engage in their own time.
Getting Started
Channel Requirements
Phone The SMS Call Deflector will redirect incoming calls to chat based channels.
PWA (Optionally added channel).
When redirecting to PWA, also enable your PWA channel and/or chatwidget channel
Installation Process
Opening hours
Make sure your opening hours are configured.
Phone channel
Make sure your phone channel is enabled.
Finalizing
Invite your users and let them configure their availability settings, profile settings, notification preferences and optionally security settings, such as multi-factor authentication.
Using the SMS Call Deflector App
App Settings
SMS configuration
Here you can change the destination of the deflection. The three options are:
SMS to PWA This will include a link to the PWA (chat interface) of this app. When the chat is opened by the customer, the app will escalate the conversation to a human operator. The conversation can then be handled from the Inbox. Learn how to enable the PWA here.
SMS to Web URL The SMS will contain a link to a webpage of your liking.
SMS to Whatsapp If your license doesn't include a Whatsapp integration, you can also deflect to any other Whatsapp number. This doesn't need to be a Whatsapp Business account.
Unlike the Whatsapp integration, available for Advanced apps, any conversation with the customers via the SMS to Whatsapp route will not be handled in the Inbox.
Auto responses
After being deflected to the Inbox via an SMS, the app will use a couple of predefined messages to welcome the user. These messages can be configured via the Auto responses in the Content section.
When a customer sends a message in the Inbox, it might take a while before your team is able to respond. Setting the expectations is crucial for customer success. Therefore the system is designed to send a short auto response, directly after a customer sends a message. In this response the expectations for the response time can be set. Go to the content section and open the Auto responses page. Here you can configure what auto response should be given when a new conversation is started.
Deflector dialog
The SMS Call Deflector will start the converstion with the Welcome message from the 'Deflector dialog'. Then it will ask the customer on which phone number they can be reached via a text message. After receiving their phone number, an SMS will be sent, followed by notifying the customer with the Close message of the dialog. Go to the content section and open the 'Deflector dialog'. Here you can configure the messages sent to the customer.
Roles
Any of the following roles can be assigned to manage the CMS, and thus the conents of the SMS Call Deflector
Agent
Operator
Content Manager
App Workflow
The SMS Call Deflector app operates as follows:
An incoming call triggers the app, which assesses the deflection criteria. If the call meets the deflection rules, the system automatically sends an SMS message using a predefined template. The SMS message offers the caller a choice to continue the conversation via text. Agents can monitor and respond to SMS interactions using the integrated SMS dashboard. Calls that do not meet the deflection criteria are routed through standard channels as usual.
FAQ
Languages
The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).
Opening hours
When using the SMS Call Deflector to deflect to PWA, the office hours will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.
Resources
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