Why it matters
Call-to-text allows callers to switch from a phone call to a text conversation automatically. This is helpful when your team cannot answer calls, when your workflows rely on SMS follow up, or when you want to guide callers into automated messaging flows or sequences. Proper call-to-text setup ensures callers receive a quick, clear alternative to waiting on the line.
Key Concepts
Call-to-Text: A call flow action that sends an SMS message when a caller reaches a specific routing point.
Call Flow: The set of rules determining how incoming calls are handled. Call-to-text is one of the actions available in IVR menus or fallback routing.
Sub Actions: Additional steps triggered after the call-to-text message, such as sending a follow up message or adding the contact to a sequence.
Step-by-Step: Set up call-to-text in a phone channel
Open the channel settings.
Go to Organisation Settings → Channels and find the phone channel you want to configure.
Open the channel actions menu.
Click the three vertical dots next to the channel and select Edit channel.
Go to the Call Flow tab.
This is where call routing, IVR behaviour, and call-to-text options are configured.
Enable call flow overrides (if needed).
Toggle Override Organisation Settings on if the channel should use its own call flow instead of the organisation default.
Choose where you want to use call-to-text.
Call-to-text can be applied in three areas:
IVR menu options
Fallback actions (for unanswered or failed calls)
After business hours routing
Select the area that fits your workflow.
Option A: Add call-to-text within an IVR menu
Scroll to the IVR Routes section.
Under IVR Menu, click Add another option.
Assign an Index (for example, “2” for “Press 2 to receive info by text”).
In Action, select Call to text.
Enter a Label or reference to identify this action.
Choose the message type:
Text: Enter a message to be read out as a text.
Recording: Upload or record audio to be transcribed and sent as a message.
Add Sub Actions if desired:
Send a text message (write the SMS content and attach files if needed)
Add to sequence (choose a sequence and channel)
Click Stage changes to save the IVR option.
Click Save changes at the bottom.
Option B: Use call-to-text as a fallback action
Scroll to the Default Fallback section.
In the Action dropdown, select Call to text.
Enter the Label or reference.
Choose whether to send a Text or Recording-based message.
Add optional Sub Actions (Send message or Add to sequence).
Click Stage changes and then Save changes.
Fallback call-to-text is useful when calls go unanswered, are missed, or encounter errors.
Option C: Set call-to-text for after hours calls
Scroll to the After Business Hours section.
Toggle the setting On.
In the Action dropdown, select Call to text.
Enter the Label or reference.
Configure the Initial message (text or recording).
Add any Sub Actions needed.
Click Stage changes and Save changes.
Tips and Best Practices
Use call-to-text when staffing is limited so callers receive a timely response.
Keep messages short, clear, and actionable.
Pair call-to-text with sequences to continue automated engagement.
Add attachments such as PDFs or links if callers need documentation or scheduling information.
Test your call flow after saving to ensure call-to-text triggers as expected.
Troubleshooting
Issue | Possible Cause | Fix |
Call-to-text not sending messages | Changes not fully saved | Ensure you clicked Stage changes and Save changes. |
Call still ringing instead of converting to text | Call-to-text was added only to a submenu | Add call-to-text to the appropriate IVR option or fallback action. |
Messages not delivered | Channel sender may not support SMS | Check channel capabilities in the Configuration tab. |
After hours call not triggering call-to-text | Business hours are incorrect | Update the Business Hours tab and confirm the time zone. |