Call Forwarding and Default Messages
Call forwarding allows you to:
Redirect incoming voice calls to designated phone numbers
Play customized voice messages for each purchased phone number
See and play your voice messages in Salesforce
Overview
In the Text Anything App, go to —> Purchased Numbers. Search and purchase a phone number or open an existing purchased phone number record and select “Edit”.
In a purchased number record detail, to enable call forwarding or to play a text-to-speech message, select your preference in the “Call Forwarding” dropdown and add your call forwarding number or automated message text.
Call Forwarding
Call forwarding is supported for US and Canadian phone numbers. It works as a bridge between your purchased number, your customer’s number and your redirect number. Call forwarding can be used to send incoming calls to your purchased text phone numbers to a store location, branch or an individual depending on your configuration. Charges are slightly higher than a regular 1:1 phone call as it bridges two external phone calls.
Text-to-Speech Messages
If you do not enable call forwarding you can enter in a custom automated message. Automated messages should be a minimum of 30 characters and a maximum of 2000 characters.
Default Message
If call forwarding or text-to-speech automated messages are not configured the default message says: “You have reached a text only phone number.”
Seeing and Playing Voice Messages in Salesforce
You can see and play your voice messages from the Text Anything chat panel. This is an optional feature that must be enabled by a Salesforce administrator. To do this:
In the Text Anything application go to the “Administration” tab
Edit the “Voice Messages” section and enable “Play Voice Messages”. This will show any voice messages in the chat panel (see below).
Note: Voice messages are only captured when the purchased number is set to “Call Forwarding” as no voice messages are recorded when the purchased number is set to the default setting that plays a recorded message: “You have reached a text-only number…”
