Adding SMS Options to Call Routing

DC supports text message responses in call routing menus. To enable this feature you will need to edit the call route and add an option to Send SMS. Below is an example of a simple closed menu setup that will allow a customer to leave a voicemail, or recieve an appointment link text. Depending on other options, or the use of recorded prompts, your call routes may look a little different. This article is going to cover the most basic menu setup to send SMS appointment links.

1. If you are starting from just a greeting and voicemail you will need to create a menu. Start by changing the Step Type to Text to Speech & Collect (or Play & Collect if using a recorded prompt). Then click the settings button to adjust the text being read off. 

1. Next you will need to add menu options. Add a Sub Step for each option, set the Condition to Menu Input, label them accordingly in the Description boxes, and set the Type to match the example above. After the menu options are added you will need to configure the settings for each of them, this is where you set the option number for each item, under Condition Option.

1. Our example is directing the call to a second step to send out the SMS, this allows us to provide the customer with a confirmation when the text is sent out, before disconnecting the call. In the Settings menu for the Send SMS step you can input the text message, including any links. Note - Dynamic Variables are not supported here, the text needs to be entered exactly as it will be sent out. 

1. Lastly, we direct the call to a Text to Speech substep after sending the text, that provides the response to the caller confirming the text was sent, and politely ending the call. This response is also configured in the Settings menu for that step, we are also changing the On Completion option for that step to End Call. 
   

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