Auto Textback Apps: Text the Caller, Post to Your CRM, or Both

This is coming soon alongside Auto Textback. Here’s what it adds.

A missed call often needs to do two things at once. The caller should hear from you right away, and whatever system your team actually works out of should know the call happened. Until now Auto Textback could only do the first one.

Apps, not just providers

The setting on the Auto Textback tab used to be called Provider, and it only chose which network sent the text. It is now called App, and it decides what the event does:

• Send SMS Edge/NetSapiens. A text from your Phoneware number, the way it has always worked.
• Send SMS Clerk. A text from your Clerk business texting number.
• Raw Webhook. An HTTP post of the call event to a URL you choose.

One event, more than one action

Each event you add is its own card, and each card picks its own App. Add the same event twice and you get both actions on the same call: the caller gets your text, and your CRM gets the post.

That is the Stokes setup. Their sites run on John Deere Expert Connect. A missed call at a location sends the caller a text from the location’s own number, and the same miss posts into the CRM so the branch sees it next to everything else about that customer. Nobody retypes anything, and nothing waits on somebody noticing.

What a webhook receives

Set the URL, pick POST, PUT, or PATCH, and add headers if your endpoint needs a key. Every fire posts JSON with the caller’s name and number, the time, which event fired, and which extension, queue, or auto attendant it belongs to. The same tokens you use in a message are the fields you get in the post, so {caller} in a text and caller in the JSON mean the same thing.

Webhook-only is a real setup. If a site wants the CRM post and no text at all, pick Raw Webhook, leave the message blank, and save. No sending number needed.

Where it helps

• Missed calls land in the system your team already watches. The post arrives with the call, not at the end of a shift.
• Text and record in one step. The caller hears from you and the branch has the history, from one configured event.
• Ticket or lead created automatically. Point the webhook at your help desk or your CRM’s intake URL and the call becomes a record.
• Reporting you own. Send the events to your own endpoint and count them however your business counts them.

Setup

Open the extension, queue, or auto attendant, go to the Auto Textback tab, and add the events you care about. Set the App on each card. Paste your webhook URL, add a header if your endpoint wants one, and save. Recent activity on the same tab shows every fire, including the HTTP status your endpoint answered with, so you can see the post landing instead of hoping it did.

One guardrail worth knowing: webhook targets have to be reachable on the public internet. Addresses on private or internal networks are refused, and the reason shows up in Recent activity.

Want early access when it goes live? Call or text us at 602·445·7777.