Automatically notify the assigned user of a missed call and send an acknowledgment text to the caller.
How you configure your Missed Call Text Back Workflow is going to be heavily dependent how your campaign numbers are set.
Step 1: Define Workflow Triggers and Conditions:
- Default trigger is for any incoming missed calls, such as calls not answered, canceled, busy and voicemail.
- If all campaign numbers are forwarded to the same number continue to step 3.
- If campaign numbers are forwarded to DIFFERENT numbers continue to step 2.
Step 2: Configure Trigger Status:
- Add Action: If / Else as the first step by clicking on the + sign.
- Implement an if/then scenario to handle forwarded campaign numbers:
- If the call comes from a specific number, assign to the user who owns the forwarding number.
- The number of if/then scenario branches you have will depend on how many different forwarding numbers you have
Step 3: Set Time Delay for Acknowledgment:
- Action : Wait 1 minute
- Action : Assign User - assign the user that owns the forwarding number so they can be notified properly
- Action : Wait 1 minute
- This delay allows the system time to properly assign the correct user before any acknowledgment and notification messages go out.
Step 4: Missed Call SMS
- Text message sent to the caller acknowledging the missed call.
- Customize messages to convey professionalism, courtesy, and helpfulness.
Step 5: Notifications
- Assigned user will get notified via SMS and email of the missed call they received.
Step 6: Testing and Validation:
- Test the workflow with simulated missed calls to verify functionality.
- Confirm that the assigned user receives email and SMS notifications promptly.
- Ensure the acknowledgment text is sent to the caller after the specified delay.