Setting up an IVR menu to send automated SMS responses in RingCentral requires directing calls to a designated extension, and utilizing Workflow Builder to automate the sending of SMS when a call is received at that extension. Follow these steps to implement this feature efficiently while ensuring compliance with consent requirements.
Step 1: Setup up an extension to route calls to
Instead of leading users to a silent or empty extension, direct them to an extension that plays an audio message that will confirm that an SMS has been sent. You can use a voicemail extension or any other extension with an audio prompt, such as:
"Please check for a new SMS message with the information you requested. It may take up to several minutes for the message to arrive."
Step 2: Modify Your Existing IVR Menu
Update your current IVR menu to include an option that redirects users to the extension you created above when they press the designated key (e.g., "Press 2 to receive an SMS").
Ensure Compliance with Consent Requirements
When recording your IVR prompt, explicitly state that pressing the key signifies consent to receive an SMS. For example:
"Press 2 to receive an SMS. By pressing 2, you consent to receive a text message. Standard text and data rates may apply."
Step 3: Configure Automation in Workflow Builder
-
Navigate to the Workflow Builder in RingCentral.
-
Create a new automation using the trigger "Call received."
-
Set the action to "Send SMS" for the extension assigned in Step 1.
-
Define the SMS message content that will be sent automatically to the caller.
