This skill allows the agent to take a message from the callers for your business. It’s triggered every time the caller says “I’d like to leave a message” or when the business # is busy.
Some other phrases that can trigger the Message Taking skill are:
Can I leave a message
Leave a message
If the caller agrees to leave a message, the agent prompts with 3 questions and records the answers:
What’s your name?
Would you like us to call or text you?
What’s your message? (this question can be customized)
Sample dialog between the caller and your agent:
AGENT: “Sorry we’re closed now but open tomorrow at 8am. How can I help you?”
CALLER: “I’d like to leave a message”
AGENT: “Sure, I can help with that. I’ll need your name. What’s your name?”
CALLER (EXAMPLE): “Jim Nantz.”
AGENT: “Got it. Would you like us to call or text you?”
CALLER (EXAMPLE): “Call me.”
AGENT: “Got it. What is the message?”
CALLER (EXAMPLE): “I’m calling to see when the 2021 models are coming in. I have a client coming in next week and I’d like to have some floor models ready for them.”
AGENT: “I’ve sent your message to our team. Is there anything else I can help with?”
Where do the messages go?
You receive the messages according to your configured mode (Email and/or SMS). The messages also appear in your dashboard as a recorded call in the “calls” tab. If you hover over “message”, you can also view a transcript of the message.
Configuring message delivery method
Go to the Agent Settings in your account to set the mode of message delivery (Email / SMS) for the given account users. You can add more people for multi-users settings.