Text Us Instead of Waiting on Hold
EngageCX—Texting & Customer MessagingGives a caller on hold the option to press a key and continue by text instead, so the conversation starts now and your team replies from the shared inbox.
Nobody likes waiting on hold. The Text Responder offers callers a way out: press a key, and a text arrives from your business number so the conversation starts right away. The caller says what they need, and your team picks it up in the shared inbox the moment someone is free.
The caller feels heard instead of parked, and your team handles the request in the order it arrived, without a line of people listening to hold music.
What it does for your business
For Service Franchisees
A homeowner stuck on hold presses a key, gets a text from your business number, and describes the problem while your CSR finishes the call ahead of them.
For Pizzerias
During the Friday rush, callers who would rather not hold get a text back and place the order by message while the phones stay clear.
For Auto Dealerships
A shopper who will not wait on hold switches to text, asks about the vehicle, and stays a lead instead of hanging up and calling the next dealer.
For Franchisors
Every location offers the same way out of hold, so the brand never loses a caller to a busy signal or a long wait.
Frequently asked questions
QUESTION: How does a caller switch from hold to text?
ANSWER: While waiting, the caller hears the option and presses a key. A text from your business number arrives on their phone within seconds, and they reply with what they need.
QUESTION: Where do those texts go?
ANSWER: Into your shared team inbox, alongside your other business texts, so any available teammate can pick up the conversation. Replies come from the same business number the caller dialed.
QUESTION: Does it replace callbacks?
ANSWER: No, it sits beside them. Callback returns the call when it is their turn; the Text Responder lets the conversation start now, by message. Many teams offer both.