SMS Call deflector
Redirect incoming calls via SMS to any chat based solution
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.
Quick steps
At minimum you need to take care of the following
Configure the opening hours of the app
Enable your phone channel
Configure the SMS Deflection behaviour in the contect section, see below
Invite your users and let them configure their availability settings, profile settings, notification preferences and optionally security settings, such as multi-factor authentication.
When redirecting to PWA, also enable your PWA channel and/or chatwidget channel
Content configuration
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.
Deflector dialog
The deflector will start the converstion with the Welcom 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 Call deflector page. Here you can configure the messages sent to the customer.
| Field | Explanation |
|---|---|
Welcome | Explain the customer what is about to happen via a welcome text. |
Close | Close your conversation with a result and goodbye text. |
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.
Last updated
