How do I set up call-to-text in a phone channel?

Last updated: November 5, 2026

Use call-to-text in a phone channel when callers should be routed from a phone call into a text conversation automatically.

Before you start

  • Confirm the channel is a supported phone channel.

  • Decide where call-to-text should happen: IVR option, fallback action, or after-hours routing.

  • Confirm the channel can send SMS messages.

  • Prepare the text or recording-based message callers should receive.

Steps

  1. Open Organization Settings > Channels.

  2. Find the phone channel you want to configure.

  3. Open the channel actions menu and select Edit channel.

  4. Go to the Call Flow tab.

  5. Turn on Override Organization Settings if the channel should use its own call flow.

  6. Choose where to use call-to-text: IVR menu options, fallback actions, or after-hours routing.

  7. Select Call to text as the action.

  8. Enter a label or reference for the action.

  9. Choose the message type: text or recording.

  10. Add optional sub-actions, such as sending a text message or adding the contact to a sequence.

  11. Click Stage changes.

  12. Click Save changes.

  13. Test the call flow to confirm call-to-text triggers as expected.

Tips

  • 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.

  • Test your call flow after saving changes.

Troubleshooting

  • If messages do not send, confirm you clicked Stage changes and Save changes.

  • If calls keep ringing instead of converting to text, add call-to-text to the appropriate IVR option or fallback action.

  • If messages are not delivered, check channel SMS capabilities in the Configuration tab.

  • If after-hours calls do not trigger call-to-text, review Business Hours and timezone settings.