FAQ Flashcards
(13 cards)
If a customer has an existing number they’d like to use, how can you tell what type of number it is?
Telecom>Number Insight
How can I tell customers about my number
The most popular is to simply add the number to your website, often in the footer and/or a “contact us” page, with the call to action “Text us!”
do we support SIP Trunking?
We don’t currently support SIP trunking on the numbers we provide. One option would be for you to open an account with Twilio and transfer the 888 number to Twilio
Can we release numbers back to customers
Yes we can do this - our customers should check with their previous carrier first if they will take them back and host SMS for their number.
What is Porting?
Porting is taking an existing phone number from one provider and transferring it to another.
What happens if someone calls a number in Textline?
Textline does not support voice at this time.
The customer has three options if someone calls their Textline number-what are they?
Do nothing, the person calling the textline hosted number will receive a busy tone.
Set-up call forwarding to the voice-enabled line of the customer’s choosing
Record a voicemail to be received by callers
Customer can record voicemail in MP3 format and send to Textline engineering
How do you set-up call forwarding to the voice-enabled line of the customer’s choosing
This done in the Textline app settings
How can a customer record a voicemail to be received by callers
Customer can record voicemail in MP3 format and send to Textline engineering
How can I see what agents are available
Transfer menu by clicking the button in the top right corner of the screen, you can quickly see which Agents are Available/Away.
OR for admins- Settings > Team Settings.
How do you invite more agents?
Settings > Team Settings. Then, click the Invite Agent button
Are all agents able to respond to all messages?
Agents are only able to respond to any Conversation that occurs within a Department to which they have access
Is the address book shared across all departments?
Yes, Address Book is shared through the entire Textline account
