Business Value
Auto-Attendant - Automate answering simple customer questions or requests
Brand Building - Create custom, personalized greetings using your own voice
Enhanced Communication - Automate follow ups via text message
Conversation Tracking - Get notified via email whenever your customers engage with LocalResponse and see all of your customer interactions under one dashboard
What’s New
Self-Serve Bot Creation - Enables you to quickly create and configure LocalResponse bot to answer forwarded calls.
Custom Voice Recording - You may choose a robot voice or record and upload your own voice for bot and voicemail messages.
Quick Bot Updates - Quickly update General or Flow settings should your business details, such as hours of operation or the services you offer, change.
General Settings
In Settings>LocalMessages>LocalResponse>General
Review and select your preferred robot voice from a dropdown list
Add the emails to which LocalResponse flow email notifications should be sent. Emails will include the flow chosen and/or the voicemail recording.
Set up conditional call forwarding on your business phone line(s), as needed, for one or multiple numbers and add these numbers under the Main Business Phone Number(s). Note: Forwarding must be done via your business line phone carrier. Click here for a list of carriers and instructions on how to setup call forwarding
Flow Configuration
In Settings>LocalMessages>LocalResponse>Flow Configuration
Create, configure or edit messages.
Create, configure, edit or re-order flows.
Message Configuration
We recommend you prepare appropriate scripts for Greeting, Voicemail, Fallback and Prompt Messages.
Greeting messages are limited to 1:30 and all other messages are limited to 1:00, however, all should be as short and succinct as possible, as no customer wants to wait and listen to a long winded message. Suggestions are provided within the Dashboard.
You may choose to use the bot voice or your own voice recording, which may be recorded in OneLocal or uploaded as an audio file. Note: We currently support .mp3, .wav and .mpeg files and a max file size of 3MB. Other audio files e.g. .m4a (Apple audio format) will need to be converted to a supported format before it can be uploaded.
Flow Creation
Create, configure and manage up to nine separate flows based on four flow templates (Appointment, Quote, Speak to a Representative, FAQ) or your own custom configuration. New flows are Enabled by Default, but can be disabled in order to be removed from the Flow Configuration.
Each flow, depending on the type, includes:
Flow Name - Duplicate names are not allowed and will not be Saved.
Flow Triggers - The words to be used as triggers for the flow when spoken by a caller. Flow triggers should be unique for each flow and duplicates will not be allowed. Note: the more variations of words and phrases used to describe the caller’s intent the better the results e.g. voicemail, message, leave a message, record a message, leave a voicemail, record a voicemail If the field is left blank (Not Recommended) the flow name will be used as the trigger.
Flow Actions - Actions to be taken if caller is calling on a mobile phone. Each flow action type triggers a different set of resulting messages or actions.
Voice Based Response
Response Message - The message delivered after a caller chooses to hear a voice-based response.
Forward Call
Forward Call Message - The message delivered after a caller chooses to be forwarded e.g. I will forward your call now.
Forward Number - The number to which a caller will be forwarded e.g. Sales, Billing, etc.
Send SMS to caller
Textback Prompt - The message used to confirm whether or not a caller is on a mobile phone.
Action Reply Message - The message sent after SMS is sent to caller.
SMS Text - The text message to be sent to the caller. **Note: Text messages may include hyperlinks to appointment booking or contact us forms. These will be dynamically populated, where possible, in a future release.
Each Flow Action includes Flow Next Action with options to End Call or Prompt, which will trigger the Prompt Message once the flow is completed.
Changing the Flow Order
Flows may be disabled/deleted and/or the flow order may be changed at any time by dragging and dropping flows. The re-order button will only be visible if more than one flow is enabled.
Whenever changes are made, Greeting, Prompt and Fallback messages should be updated accordingly. The flow order change will be reflected in all message editing windows.
Flow Setup Video Training
Have questions or want to learn more about LocalResponse and how it can help you both save time and be more responsive to your customers with automated voice or text messages? Please reach out to us via the chat button in the OneLocal dashboard or email us anytime at support@onelocal.com.