Auto Textback: Follow Up with Callers Automatically
A caller gives up in the queue, reaches you after hours, or leaves a voicemail. Auto Textback can send the follow-up your team would have made, or post the event to the system they already use. Set it up on the edit page for a user, call queue, or auto attendant.
Choose the events and actions
Pick the call moments that should trigger an action:
- Call received
- Queue abandoned or overflowed
- Unavailable or on Do Not Disturb
- Voicemail abandoned or a voicemail left
- Call answered or completed
Each event has its own message, with tokens for the caller’s number and the time. For text messages, choose a Phoneware number through Send SMS Edge/NetSapiens or a Clerk business texting number through Send SMS Clerk. STOP opt-out handling is included.
Each event card also has an App selector. Choose Raw Webhook to send the call event to a URL you choose.
Add the same event twice when a call needs two actions. The caller can get a text from the location’s number while the same missed call posts to the CRM.
Send events to your system
Set the webhook URL, choose POST, PUT, or PATCH, and add headers when your endpoint needs a key. Every fire posts JSON with the caller’s name and number, the time, the event, and the extension, queue, or auto attendant it belongs to. The same tokens used in a message map to the same fields in the post.
Webhook-only is supported. Choose Raw Webhook, leave the message blank, and save. No sending number is needed.
Webhook targets must be reachable on the public internet. Private and internal addresses are refused, and the reason appears in Recent activity.
Set it up and check delivery
Open the extension, queue, or auto attendant, then open the Auto Textback tab and add the events you care about. Set the App on each card. For a webhook, paste the URL, add a header when required, and save. Recent activity shows every fire and the HTTP status your endpoint returned.
Use Auto Textback to recover abandoned queue calls, acknowledge after-hours callers, or send a recap or link after a completed call.
It’s in your Manager Portal today. Call or text us at 602·445·7777.
