Phoneware Edge
Text your customers the way they already communicate. Alert your team via text the moment something needs attention.
Phoneware offers many ways to add and utilize texting with your business phone system. From whole team texting with customers on your main phone number, to individual texting on direct phone numbers, on-demand texting from auto attendant menus, and automatic texting to callers or your team based on events.
Texting options for your customers
Every way to text customers from the numbers they already call.
Phoneware Texting powered by Clerk
Two-way texting on your main business number or direct numbers. Every conversation can land in one shared inbox, so anyone on your team can see it and reply from the same number your customers already call.
- Works on your main business number or direct numbers
- Shared team inbox, tied to an individual, or mix
- We handle 10DLC / TCR registration for you
Phoneware Edge Texting
Text-enable one person's own direct business line, so they can send and receive texts as themselves, from their own number. This is for an individual's direct line, not your main number, and a private inbox versus a shared team inbox.
- Works on a direct business line, not the main number
- Private inbox, not shared
- We handle 10DLC / TCR registration for you
Phoneware Edge TXT
Included free with Phoneware Edge VoIP. When a caller presses a menu option on your auto attendant, Edge TXT sends them a text automatically, no staff involved.
- Included with Phoneware Edge VoIP, no extra fee
- Sends automatically from your auto attendant menu
- Can send from Phoneware's shared number, your main number, or a direct line
Auto Text-Back
Automatic. The caller gets a text without even requesting it, triggered by an event.
- Fires on events: call received, call missed, voicemail left, and more
- No customer action required
- Sends from your main number or a direct number
Text alerts for your team
Know the moment something needs attention.
No dashboard to check. These reach your team or management directly by text.
Voicemail Immediate Notification
The moment a voicemail comes in, the user or team gets a text with the details.
- Caller's number and caller-ID name
- Full transcription of the message
- Special instructions for your team
Management Alerts
Text your management team the moment a call needs their attention.
- Negative sentiment call, with recording link
- Queue service level below threshold
- No agents available in queue
- Customizable alert rules
Shared team texting
Phoneware Texting powered by Clerk
Clerk texts from your main business number or direct numbers, the same numbers customers already call. Every conversation can land in one shared inbox your whole team can see, or it can be tied to an individual, or you can mix both depending on the line.
It's built for back-and-forth conversations: answering a question, confirming an appointment, following up after a call. Because conversations are visible to the team, a text doesn't get stuck on one person's phone.
We handle the 10DLC and TCR registration required to send business texts, so there's nothing to file yourself.
Individual direct-line texting
Phoneware Edge Texting
Edge Texting text-enables a single direct business line, the number that belongs to one person or one desk, not your company's main line. It's built for someone who wants to text customers as themselves, from their own number, with a private inbox rather than a shared team inbox.
This is different from Clerk: Edge Texting is for a direct line with a private inbox. If you need your main number or team-wide visibility into conversations, Phoneware Texting powered by Clerk is the right fit instead.
We handle the 10DLC and TCR registration required to send business texts, so there's nothing to file yourself.
Auto attendant texting
Phoneware Edge TXT
Edge TXT is the auto attendant feature that turns a menu selection into a text message. A caller presses a key, say, for directions or hours, and gets a text back instantly with the link or information they need. No staff member has to send it.
It sends from whichever number you choose:
Out of the box, on the shared number, Edge TXT costs nothing and needs no signup. If you'd rather it text from a number your customers already recognize, set up Clerk or Edge Texting on that number first.
Want Edge TXT to send from your own number?
Event-triggered texting
Auto Text-Back
Auto Text-Back sends a text to callers automatically when something happens, with no menu press, no staff action, and no customer request. The caller just gets a text.
You choose the trigger: a call comes in, a call is missed, a voicemail is left, or any other event your phone system tracks. You write the message, pick the number it sends from, and the system handles the rest.
It sends from your main business number or a direct number, so the text comes from a number your customers recognize.
Examples
After-hours calls
"Thanks for calling Phoneware after hours. Although the office is closed, we still have several options to serve you. Need urgent support? Call 602-445-7777. Also you may email us at support@phoneware.us or visit us online at https://phoneware.us"
Missed calls
"Sorry we missed your call! You may also text us at 602-445-7777 or email us at support@phoneware.us. -Phoneware Customer Support"
User calls
"Thanks for leaving me a voicemail message! You can also text at this number, or email me at jons@phoneware.us -Jon Sletton"
Voicemail alerts
Voicemail Immediate Notification
The moment a voicemail comes in, the user or team gets a text with the caller's number, caller-ID name, and a full transcription of the message. No logging in, no checking a dashboard, no waiting for someone to notice.
You can also include special instructions for your team in the notification, so the person who picks it up knows exactly what to do next.
Management notifications
Management Alerts
Management Alerts text your management team the moment a call needs their attention. A negative sentiment call comes in, and the manager gets a text with a link to the recording. A queue drops below its service level, and the right person knows immediately.
Alerts fire on the conditions you set: negative sentiment calls, queue service levels below threshold, no agents available in a queue, or any custom rule you define. No dashboard to watch, no report to pull. The text reaches the right person the moment it matters.
Not sure which texting option is right?
Tell us how your team communicates today and we'll match you with the right setup, no pressure, no jargon.