General Customer Experience & Contact Center FAQs

Do customers text my 1-800 number?

Yes, if your 1-800 number is SMS-enabled, customers can send and receive messages just like a standard text conversation. This enhances convenience and improves engagement by meeting customers on their preferred channel.

Why enable texting for your 1-800 number?

Texting adds a fast, asynchronous support option that allows customers to interact without waiting on hold, improving satisfaction and efficiency.

How is SMS integrated with contact center workflows?

SMS can be integrated into omnichannel routing and agent workspaces, ensuring texts are tracked, assigned, and resolved alongside calls, chat, and email interactions.

Learn more about SMS and digital engagement

General Customer Experience & Contact Center FAQs