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Using Rosie to text a link to callers
Using Rosie to text a link to callers

Want Rosie to send helpful links to callers during their conversation with Rosie? We will walk you through the steps and best practices!

Updated over 3 weeks ago

This feature is available for users on our Scale ($99/month), Growth ($199/month), and Enterprise plans.

It is not available for users on the Professional plan ($49/month).

What is our Text a Link feature?

  • Rosie will text callers a link based on scenarios you define.

  • If Rosie has information to offer, like information from an FAQ, she will provide that answer first and then will offer to text the link

  • Rosie will always ask the caller if she can text the link

    • If they say yes, she will send the text and tell the caller that she sent the link with the information pertaining to the scenario you set-up

    • If the caller says no, Rosie will redirect to asking the caller if they need any additional information

  • You can enter any number of scenarios you want

  • You define the scenario, message (up to 150 characters), and link

Important:

This feature is not compatible with sending a link for the caller to book an appointment, or anything else related to scheduling (quotes, estimates, etc.)

To schedule callers, use our Appointment Links feature instead, available on the same list of plans.

Setting-up a Scenario

  1. Navigate to Agent Settings -> Text a Link

  2. Click + Add to set-up a new link scenario

  3. Define the Scenario in which Rosie should send the link:

    • Scenario: Enter a keyword or phrase that will trigger Rosie to offer the link (e.g., "directions," "pricing," "promotions").

  4. Customize the message Rosie will send with the link.

  5. Paste the link you want Rosie to send.

  6. Click 'Save'

  7. Click 'Publish' to set your new scenario live

Rosie will now recognize when a caller asks about a defined scenario and offer to send them a relevant link via text!

Example

This account has set-up a link to send a link to their location on Google Maps if a caller asks for directions:

Here's the full set-up of this account's scenario:

Use Cases

Examples from our customers using the Text a Link feature:

  • Link to a list of locations by a tech repair company with multiple franchises

  • Client portal login by a tax firm

  • Class schedule by martial arts center, fitness franchise, community college, driving education school, medical certification company, art studio, and more

  • Google Maps Directions by an event space

  • Coupon codes by an auto service center

  • Job openings by a fast-growing lawn care company

  • Complex hair intake by a barber shop

  • Policy questions by an executive transportation company

  • Online order by restaurants

  • Daily specials by a bakery and cafe

  • Dog grooming add-on options by a mobile grooming franchise

Recommendations for Getting Started

  • We recommend starting with the highest impact scenarios:

    • What calls are often unresolved right now, but could likely be resolved without your involvement if you could send the caller additional information?

    • What information is most important to relay to a lead to increase the likelihood that they turn into a paying customer for you?

  • After adding a scenario, place a test call to Rosie and ask about the scenario using a few different phrases, perhaps ones you've heard your callers use word for word. For example:

    • Let's imagine you own a gym and are setting-up a scenario to text a link to your class schedule this week

    • We'd recommend starting by adding 'class schedule' to your 'Scenario'

    • Next, call your Rosie number several times and ask about it in different ways:

      • "Rosie, what classes are coming up?"

      • "Do you have a schedule I can see?"

      • "Is Hannah running classes this week?"

    • Note if any common questions do not trigger your agent to offer sending the link, and consider adjusting the scenario or adding a new scenario to cover the cases your callers ask about

My Scenario Doesn't Work?!

Scenarios may not work if they are too closely tied to:

  1. booking appointments

  2. questions your agent can't resolve that trigger the 'take a message' flow

Continuing our gym example above: if a caller says "I want to book a class tomorrow" it is more likely than not the agent will offer to text an appointment link (if applicable) or take a message instead of sending the class schedule link scenario

Scenarios we do NOT expect to work:

  • Appointment

  • Schedule an estimate / quote

  • Schedule [service offering]

  • Book [service offering]

  • Make a reservation

Have a scenario you'd expect to work but isn't? Reach out to us via [email protected]!

  • We may be able to advise using slightly different phrasing to help your agent understand exactly when to text the link

  • Let us know your feedback—do you find any scenarios difficult to set-up? Do any not work that you'd expect to? Did you adjust the phrasing of any scenarios for maximum coverage in a way that surprised you?

    • Your feedback is very important for us to determine what to adjust about this feature and how to optimize it!

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