Kustomer Voice
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Integrate with Kustomer Voice
Connect with your customers using Kustomer Voice, a cloud-based phone system built into the Kustomer platform. In this article, we'll explore how to create a new Kustomer Voice phone number, set up voicemail, and make and receive calls.Who can access this feature?User typesAdmins can set up this integration.In this articleHow does Kustomer Voice work?How much does Kustomer Voice cost?Install the Kustomer Voice appCreate a new support numberRoute Kustomer Voice calls to your agentsSet up Interactive Voice Response (IVR)Make and receive callsTransfer callsTrack your organization's usageHow does Kustomer Voice work?The Kustomer Voice app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call.You can view how many calls your organization makes and receives and understand how quickly agents respond in the Kustomer Voice report.How much does Kustomer Voice cost?Organizations get 1 phone number included in all plans. Additional numbers are $2 per month per number. You only pay for what you use each month. The minute rates for both the United States and Canada are:Toll-free inbound* - $0.035Local inbound* - $0.015Toll-free outbound* - $0.022Local outbound* - $0.022International - $0.504 for all international calls * This price includes call recording, call recording storage, and conference calls.For more information on SMS and MMS pricing, see our pricing page.Have an existing number?You can use your existing support number with Kustomer Voice. To do so, you can:Set up call forwardingPort your number to KustomerIf you want to set up call forwarding, follow the steps in this article to create a new support number in Kustomer and follow your current service provider's instructions.Install the Kustomer Voice appTo use Kustomer Voice, install the app from the Kustomer App Directory. Go to Apps , search for Kustomer Voice, and then select Install.Create a new support numberNext, create a new support number for your Kustomer organization. You can currently create a United States or Canadian number directly within Kustomer. Go to Apps> Kustomer Voice.Select Add Support Number.Select if you want to create a Local or Toll-free number.Next, select whether you are creating a United States or Canada number and then enter at least one additional detail for the number, such as a state.Select Search. A list of available numbers appears.Pick a number and select Continue.Next, enter a name for the new number and set whether or not you want to Start recording automatically. You can choose to record either inbound or outbound calls or both.Note: You cannot manually start recording a call while it is in progress. However, you can change this option anytime by going to your number settings.Select Continue.If you want to set up your voicemail in this step, select the Allow callers to leave voicemails checkbox, enter the message your callers will hear, and select Continue. The following options for entering a voicemail message are available:Upload a recording - Only MP3 files are accepted. The maximum file size is 5MB.Text to Speech - Limited to 300 charactersIf you do not want to set up voicemail at this time, select No voicemail, I'll do this later.Review and agree to the pricing terms for your new support number and select Purchase & Complete.Once you have a number, you can submit it to be registered or verified to send text messages. Route Kustomer Voice calls to your agentsFor agents to be able to make and receive calls using the Kustomer Voice app, you must create a team that will accept calls and turn on Kustomer Voice for a queue.Set up Interactive Voice Response (IVR)You can set up an IVR to gather customer information upfront and use the conversational assistant to route Kustomer Voice calls to the correct team.Make and receive callsOnce you have set up Kustomer Voice calls to route to a team, agents currently in an Available status while on a voice team can make a call by dialing the number directly in the Kustomer Voice widget in the status bar or selecting the number while viewing a customer's details. The maximum length of a call is 4 hours. Note: Calls will only connect if an agent has already turned on microphone permissions for their browser. If an agent accepts a call without turning these permissions on, the caller will continue to hear the hold music and won't hear the agent speaking.By default, agents have 30 seconds to answer an incoming call. If an incoming call goes unanswered for 2 minutes, it will be sent to voicemail. Calls can be put on hold anytime by selecting Hold in the status bar.Transfer callsAgents can select Transfer call in the status bar to transfer a call to another agent, queue, or an external number.When transferring a call to another agent or queue, agents can choose between a:Warm transfer to talk to the other agent before transferring the call. Warm transfers are not available when transferring a call to an external number.Cold transfer to immediately transfer the call to another agent or queue.Transfers can be canceled at any time. If an agent doesn't accept the transfer within 30s, they will be marked as unavailable. If routing the call to a queue, the call will be routed to the next available agent.Track your organization's usageYou can track how many minutes you've used or SMS/MMS you've sent using your Kustomer Voice number by going to Settings > Billing > Manage Subscription. Expand the Monthly Add-on section and look for the Usage section for Kustomer Voice. Here, you can view your current costs, minutes used, and SMS/MMS sent or received.Related articles:Video: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsSet up a Kustomer Voice assistant for IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSKustomer Voice FAQ
Here are some answers to popular questions regarding Kustomer Voice.In this articleGeneral questionsRouting questionsGeneral questionsQ. How long do agents have to answer a Kustomer Voice call?By default, agents have 30 seconds to answer an incoming call. If they don't answer within this timeframe, they will be marked as unavailable, and the call will be assigned to the next available agent. If a call goes unanswered for 2 minutes, it will be sent to voicemail (if configured). If voicemail is not configured, the call will be sent to the default queue.Q. Why did the call not connect after an agent accepted it?Calls will not connect if an agent's browser can't access their microphone. If an agent accepts a call without being able to access their microphone, the caller will hear hold music and cannot speak to the agent. For information on how to grant your Chrome browser access to the microphone, see this article. For other browsers, visit their help center.Q. Can agents make an outbound call to an international number?Yes, and this will be charged at the International rate. For more information on rates, see our pricing page.Q. Do agents get time after a call that allows them to do wrap-up work before becoming available for the next call? After completing a call, an agent is automatically put in the “Busy” state and will not be routed any calls. To receive incoming calls, the agent must change their status to “Available”. Q. Can I port my existing number to Kustomer Voice? How much does it cost?You can port your number at no extra charge. Please see our Port your number to Kustomer Voice article for details on how to do this.Routing questionsQ: My Kustomer Voice calls are not routing correctly.If voice conversations aren't routing as expected, check the following:Is the Accept Kustomer Voice conversations field set to On for the queue?Is the call going to the default queue? Are there any queue rules defined that apply to the conversation?Is the agent on a team that is assigned to a voice-enabled queue? Does the agent have any open voice conversations assigned to them? Q: Do calls ever get routed to a default queue? While best practices are to send Kustomer Voice calls to specific, voice-enabled queues, calls that don't match any routing rule set up in your IVR will be routed to the default queue.Note: Calls routed to the default queue cannot be answered since the queue doesn't have dialer permissions. After 2 minutes, the caller will be redirected to leave a voicemail (if configured). If you do not have voicemail configured, the call will end.Calls will route to a default queue if:You are not using an IVR and have not defined queue rules to route voice conversations to voice-enabled queues.A caller enters an invalid input in the IVR menu. For example, they pressed 5, which is not a mapped option in the IVR.A caller does not enter any input in the IVR menu and does not end the call A queue is not specified in the Transfer to an agent interaction for your IVR.Q. How can I see if a call was routed to the default queue?We recommend creating a search with the following conditions to watch for calls sent to the default queue so that they can be manually assigned to agents:Conversation Queue is equal to Default QueueConversation Channels is equal to VoiceQ: What happens if a call comes in and agents are at capacity?If a call comes in and an agent is at capacity, the call is routed to the next available agent. If an agent has capacity and declines the call, the call is routed to the next available agent.Q: How does capacity work with Kustomer Voice calls?Any open voice conversation (regardless of whether the call status is ended) takes up capacity. The capacity for voice is 1 conversation. However, there are situations where an agent can be over voice capacity, such as when an assigned voice conversation is reopened. Remember to mark the conversation as done to free up capacity for other incoming voice conversations.Q: Can I route Kustomer Voice calls to agents even if they are at capacity?Yes, you can route a voice conversation to an agent even if they are at capacity using the Route when over capacity setting. An example of when you may want to do this is if you have agents on a team that support both email and Kustomer Voice conversations and you want to ensure that calls are given a higher priority than emails. By turning this setting on, agents will be routed calls even if they are at capacity with emails. To turn this setting on, go to Settings > Users > Teams, select the team you want to support this, go to the Routing Profile tab and turn on the Route when over capacity setting.Q: Can I try Kustomer Voice even if I use a third-party voice provider? Yes, you can still try Kustomer Voice even if currently using a third-party voice provider app. To do so, follow the instructions for installing the Kustomer Voice App and set up teams and routing. Keep in mind the following information: We recommend against assigning the same agent to a team on both the third-party and Kustomer Voice apps. Since routing for these channels is separate, there’s a risk that an agent could simultaneously receive two live calls from each voice channel.If you have a third-party voice provider queue in Kustomer (this depends on your setup), ensure that the Accept Kustomer Voice Conversations setting is turned off. This setting should only be turned on for a Kustomer Voice queue. You can find this setting by going to Settings > Platform > Routing and opening your queue.Related articles:Integrate with Kustomer VoiceVideo: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsSet up a Kustomer Voice assistant for IVRBest practices when setting up your IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSRoute Kustomer Voice calls to your team
For agents to make and receive calls using the Kustomer Voice app, ensure that a team is assigned to these conversations and you have a queue that routes the calls to that team. This article will show you how to create a voice-enabled queue.Who can access this feature?User typesAdmins can create queues.In this articleCreate a voice teamCreate a queue for voice callsEdit the Kustomer Voice queue assigned to a teamChange the call timeoutCreate a voice teamThe first step is to create a team that will respond to voice calls within your organization. You can also use an existing team.Go to Settings > Users > Team.Select Add Team and enter the name and display name you want to use. For this example, we are naming it Kustomer Voice team.Select Create Team.Next, select Edit for the voice team, go to the Members tab, and add the members of your organization who will be part of the team to accept voice calls.Select Save Changes.Create a queue for Kustomer Voice callsOnce you set up a number in Kustomer Voice, you need to route incoming calls to that number to a team in Kustomer. You can create a queue that only accepts and routes Kustomer Voice calls, or create an omnichannel queue that accepts and routes conversations from multiple channels, including Kustomer Voice. In this example, we will create a voice-only queue.Go to Settings > Platform > Routing.Select Add Queue and choose the setup you want to follow. We recommend using the Configure the basics wizard.Enter a name and display name for the queue.To route Kustomer Voice conversations to this queue, select On for Accept Kustomer Voice conversations. Then, select Yes to specify that it is a voice-only queue.Select Save and Continue.Optionally, enter criteria for a queue rule and move on to the next step.Note: If your queue is set to be voice-only, you do not need to create a queue rule. Calls will be routed based on the queue you select when you Set up a Kustomer Voice assistant for IVR. If you do not want to set up an IVR, your criteria can be Conversation Channel Is Equal To Voice.Finally, select Add Team to assign the team accepting Kustomer Voice conversations from the queue.Select the team from the list, go to Add Team, and then Continue.Save and apply your changes and confirm them to turn routing on for that team.All incoming Kustomer Voice conversations will now be routed to agents on the team assigned to this queue.Note: Calls in the “wrap up” status, such as voicemails and missed calls, won't automatically route to your team members. These items must reopened to route.Edit the Kustomer Voice queue assigned to a teamIf you need to change the queue assigned to your team:Go to Settings > Users > Teams and open the Kustomer Voice team we created earlier.Select the Routing Profile tab and ensure the Enable Team Routing setting is turned on.Then select the queue from which you want to route conversations from the Assigned Queues drop-down menu.Select Save Changes.Agents belonging to this team will now receive Kustomer Voice calls being routed from this queue.Change the call timeoutYou can change the time a call will ring before it goes to voicemail. To do so, go to Settings < Routing and open the Settings tab. Here, you can specify the Unanswered call timeout. By default, unanswered calls will be sent to voicemail after 120 seconds or two minutes. You can change this time to anywhere between 30-300 seconds.Related articles:Integrate with Kustomer VoiceVideo: Configure Kustomer VoiceSet up a Kustomer Voice assistant for IVRBest practices when setting up your IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSSet up a Kustomer Voice assistant for IVR
Reduce wait times by creating custom IVRs for Kustomer Voice to automate responses and direct calls to the correct team. With an IVR, you can also improve customer satisfaction by offering support in multiple languages and outside of regular business hours.Who can access this feature?User typesAdmins can create an IVR.In this articleCreate a voice assistantAvailable Kustomer Voice interactionsCreate a voice assistantGo to Settings > Kustomer IQ > Customer Assist.Select Add Assistant > Create from scratch.Select Lite and Continue.Note: You can only create an IVR for a Lite assistant.Select the Voice channel and then enter a name for the assistant. Decide if you want to turn on the inactive customer reminder.By default, the new voice assistant plays a message when a customer calls and then transfers the call to an agent. You can edit the assistant using the available voice interactions.Available interactions for Kustomer Voice assistantsWhen creating a conversation flow for Kustomer Voice, the following interactions are available. To learn more about interactions and the assistant, see this article.Play Prompt Play Prompt lets you set up a message your customers will hear. Use this interaction to send messages that do not require a customer response. You can convert the message to voice using Text-to-Speech or select Add voice recording to upload a media file with the message. You can upload .mp3 files that are up to 5MB in size. Business scheduleAllow the conversational assistant to perform different actions based on your organization's business hours. For example, you can send a customer to voicemail if they call you outside those hours.To create a new business schedule, see this article.Collect customer input Allows your customers to select an option from a list of menu items using their keypad. For example, you can set up this interaction to redirect customers to your returns department.Note: If a customer makes a selection that is not a menu option, the call will be routed to the default queue.Collect Language PreferenceAsk your customers what language they want to interact with.The following languages are supported:LanguagesDutchFrenchJapanesePortuguese (PT)English (CA)French (CA)KoreanSimplified ChineseEnglish (UK)GermanPolishSpanishEnglish (US)ItalianPortuguese (BR)Spanish (Spain)Redirect to dialog Redirects the customer to any dialog in your assistant.Transfer to an agent Transfer the call to an available agent from a team assigned to a queue set up to accept Kustomer Voice calls. If you don't specify a queue in this interaction, calls will be routed to a queue based on your queue rules. For example, if a call comes in for a VIP customer and you have a queue rule that routes all conversations from a VIP to a VIP team, it will get routed to that queue.Send to voicemailAutomatically send the call to your voicemail.Related articles:Integrate with Kustomer VoiceVideo: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsBest practices when setting up your IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSBest practices when setting up your IVR
Kustomer Voice is a cloud-based phone system built into the Kustomer platform. Below are some tips we recommend you follow when setting up your IVR for Kustomer Voice.Who can access this feature?User typesAdmins can create an IVR.In this articleObtain call recording consentPersonalize your IVRUse punctuation in text-to-speechKeep the menu simple and succintObtain call recording consentWhen required by applicable law and to provide transparency to customers, you should make clear if you have call recording turned on. You can do this by using the Play Prompt interaction to play a message at the beginning of the call to announce that the call will be recorded and confirm the other party agrees by remaining on the call. Note: Your legal team is the best resource for compliance advice for your specific situation. We recommend that you consult with your legal counsel to ensure that you are complying with all applicable laws regarding any calls you transmit, receive, and record using Kustomer Voice.Personalize your IVRUse Dynamic text to personalize a greeting with your caller's name. The IVR will skip the dynamic text input if the caller's name is unknown.Use punctuation in text-to-speechTo avoid run-on sentences and make the IVR sound more natural, use periods and commas as needed to add pauses in your IVR messages. Keep the menu simple and succinct The main menu sets the tone for the customer’s experience. Keep it short—try not to have more than 5 menu options—and use clear language to help direct the caller to the right place. Where possible, say the task or function first and which key to press second. (For example, say “For returns, press 1.”)Related articles:Video: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsSet up a Kustomer Voice assistant for IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSPort your phone number to Kustomer Voice
You can port an existing U.S. or Canadian phone number to Kustomer Voice. Porting your phone number ensures you will get all important calls from your customers while you update your phone integration.Who can access this feature?User typesAdmins can set up Kustomer Voice and submit a request to port a number.In this articleBefore you startInformation needed to port your numberCheck porting statusWhat to do after your port is successful (optional)FAQsBefore you startKeep the following in mind before you port your number to Kustomer:You must install the Kustomer Voice app in your organization before you can port your existing number. Porting can take up to 6 weeks, depending on the type of number being ported and the country where the number is located. Do not close your existing account until you receive confirmation that your number has been successfully ported to Kustomer. Closing your account before the porting process is complete can result in issues with the transfer process.To ensure a smoother process, make sure you provide everything detailed below.Note: During the porting process, we recommend customers create a new number in Kustomer and set up call forwarding with their existing provider.Information needed to port your numberSubmit this form with the information below to port your existing number to use with Kustomer.United StatesCanadaThe phone number(s) you want to portLetter of authorization (LOA)*Name and address that matches the Customer Service Record (CSR)Copy of a phone bill dated within the last 30 daysCurrent provider’s account numberPIN, if requiredThe phone number(s) you want to portLetter of authorization (LOA) dated within the last 30 days*Copy of the most recent phone billCurrent provider’s account numberPIN, if required*Note: The account administrator listed under the losing carrier's system should be the name listed in the LOA, along with their signature. If the administrator's name and signature do not match, the losing carrier will reject the port-out request, which is out of our control.We will notify you once the transfer is complete. Please do not close your existing account until you receive this confirmation. For more information on porting your number, including the types of numbers that can be ported and expected timeframes, see:Canada porting guidelinesUnited States porting guidelinesCheck porting statusYou can check the status of your porting request at any time by going to Apps > Kustomer Voice and selecting the Ported numbers tab. Your request will be in one of the following statuses:RejectedYour porting request was rejected. Contact support@kustomer.com for more information.PendingWe received your porting request, and it is pending review.ApprovedYour porting request was approved. Your number will be available soon. This status will be updated once we have a date.CompleteYour number was successfully ported and can now be used in Kustomer. What to do after your port is successful (optional)Once your port is complete and your phone number is live, we recommend you review your IVR to confirm that it is set up correctly. For example, you may want to route calls to your newly ported number. To do so, go to Settings > Kustomer IQ —> Customer Assist and open the Rules > Voice section to update your IVR rules. FAQsQ. How long does it take to port a number to Kustomer?The timeframes for porting existing support numbers to Kustomer Voice depend on the provider of the existing number.If Twilio provisioned the existing support number, porting the number to Kustomer Voice will take 1-2 weeks. Popular providers that use Twilio as their end carrier include Gladly and Zendesk.If the existing support number is provided by a non-Twilio provider, porting a number will take up to 4-6 weeks. International porting will take up to 6 weeks.Q. How much does it cost to port my number?Porting your number to Kustomer is free. However, check with your current carrier to confirm if there are any port-out fees.Q. What can I provide if I don't have a copy of my most recent phone bill?If you don't have an invoice, you can upload the Customer Service Record (CSR) for the number instead. You can request your CSR from the losing provider.Q. Can I cancel my porting request?Yes, please contact support@kustomer.com if you need to cancel your request. Note: If the port has already been scheduled, we need to receive your cancellation request as soon as possible before the scheduled date. We cannot guarantee we can cancel the request if it’s already been scheduled.Register or verify your Kustomer Voice number for SMS
You can use your Kustomer Voice number to send SMS and MSM messages to your customers. However, to minimize spam texts, you must register or verify your Kustomer Voice number before you can use it.In this article:What is A2P 10DLC?Before you beginSubmit your number for verificationWhat do I do after my number is approved?Send a message using your Kustomer Voice numberWhat is A2P 10DLC?Application-to-person (A2P) 10-digit long code (10DLC) messaging is a system in the United States specifically designed to support businesses that text their customers in the U.S. or Canada. It ensures that customers can opt in and out of messages received from businesses. This allows the business to send large-scale messaging campaigns while protecting customers from spam. All 10-digit long numbers (10DLC) must be registered before you can send a text.Using a toll-free number?While toll-free numbers do not have to be registered with A2P 10DLC, they must be verified before being used to text. Note: You should not send texts using your Kustomer Voice number until you receive confirmation that it is registered or verified. Messages sent from an unregistered or unverified number will be blocked.Before you beginBefore you begin the verification process, make sure you have the following information.10-digit long numberToll-free numberBusiness registration ID type:EIN for US numbersBN-9 for Canadian numbersXBusiness registration numberXLegal/registered business nameXXCustomer nameXBusiness identityXFull name and email address of business contactXXTitle of business' authorized representativeXJob positionXFull business addressXXBusiness contact's phone numberXIndustryXWhat region(s) your business operates inXXBusiness structureYour company's website URLXXCompany type. If public, include the stock exchange and ticker.XCampaign use case, including a descriptionXXSample text message(s)XXYour expected monthly message volumeXDescription of how customers consent to receive text messagesXXA valid link that shows how users opt-in to receive texts.XXFor best practices on submitting this information, see:Best practices for A2P 10DLC registrationToll-free verification guidelinesSubmit your number for verificationOnce you create a new number in Kustomer Voice, or port your existing number over, you can start the verification process.Go to Apps > Kustomer Voice.Find the number you want to use to send SMS/MMS to your customers and select Start verification.Fill out and submit the form.A number takes about 1-2 weeks to be registered or verified. You can return to this page to check your verification status anytime. Your organization's owner will also be emailed with every status change. Contact us at support@kustomer.com if you have a question about why a step in the process was rejected or failed.What do I do after my number is approved?You can check your number's status at any time by going to Apps > Kustomer Voice. If your number's Messaging Status is Active, your number has been approved. Before sending your first message, confirm if you have the Twilio-SMS Kustomer app installed by going to Apps and searching for Twilio-message. If you already have the Twilio-SMS app installed, no action is required. You can start sending messages.If you do not already have the Twilio-SMS app installed, you must turn on two workflows before sending SMS and MMS messages. To do so, go to Settings > Platform > Workflows and select the App Created tab. Turn on the following workflows: kustomer_voice-message-receivekustomer_voice-message-statusSend a message using your Kustomer Voice numberOnce your number has been approved and you followed the previous step to verify if, you can send messages to your customers. To do so, select the number you want to use from the drop-down menu when composing a message. Related articles:Integrate with Kustomer VoiceBest practices for A2P 10DLC registrationToll-free verification guidelinesBest practices for A2P 10DLC registration
By law, all 10-digit long code phone numbers must be registered before you can use them to send text messages to customers, and businesses must have express written consent from customers before texting them. A2P 10DLC registration is required for businesses sending messages from an A2P (application-to-person) message via 10DLC (standard 10-digit long code) phone number to the US and Canada. For more information on how to start this process, see Register or verify your Kustomer Voice number for SMS.Notes: Messages sent to the U.S. and Canada using an unregistered 10DLC will be blocked.If you have a toll-free number, please read our best practices for getting it verified.This article discusses some best practices to keep in mind when submitting your number for A2P registration.In this article:Double-check your information before submitting the formUnderstand your campaign use caseProvide details on how customers opt-in to textsDouble-check your information before submitting the formEnsure the phone number you're registering and all related business information are correct. Even a simple typo can cause delays in the approval process. We recommend you cross-check the number and all associated business information (legal business name, business address, etc.) with your business records and confirm all information is accurate before submitting the form.Understand your campaign use caseTo help the registration process go smoothly, be specific about your use case and clearly define the type of campaign you'll be using, such as promotional content or customer support. ✅ Approved example: We will send automated order confirmation messages to customers who purchase through our e-commerce platform. These messages will include details such as order number, estimated delivery time, and a link to track the shipment. Customers opt-in to receive these messages during the checkout process.❌ Rejected example: We will send messages to our customers about our products and services. The messages will inform them about promotions, new products, and company updates.Even though users are starting the conversation, it's crucial to specify how users access contact information (website or paper form) and show where users consent to the terms and conditions and the privacy policy.Note: The sample messages included in the campaign must align with the specific use case. Provide details on how customers opt-in to textsOpt-in describes the process of getting your customer's permission to send them text messages. You should clearly describe what types of messages customers will receive and how often they can expect to receive them. Include the steps they take to opt-in and out of messages.✅ Approved example: Our company collects phone numbers after customers submit their first order. We ask customers if they want to subscribe to receive weekly promotional messages from us that share updates on our latest products, special offers, and exclusive discounts. They can expect no more than 4 messages per month. To subscribe, they need to reply to the text message with 'SUBSCRIBE'. If they want to opt-out, then can send STOP at any time.❌ Rejected example: Customer receives a message when they text a keyword.The opt-in submission should reflect what the customer sees when they provide their phone number. This can include online/app (URL, screenshot, or webpage), in-store (keyword or signage), or audio (IVR scripts or verbiage).✅ Approved example:http://www.johnscoffeeshop.com/signupforsms❌ Rejected example:http://www.johnscoffeeshop.com If applicable, include an image or link that illustrates the opt-in process. This could be a screenshot of the opt-in clearly displayed on the website, an image showing where opt-in is collected, or an image of relevant opt-in practice such as a document with a QR code.✅ Approved example:http://www.johnscoffeeshop.com/image123.png✅ Approved example: http://www.johnscoffeeshop.com/document123.docx Notes: Any URL submitted must be publicly accessible. Avoid using links that require a login, are not publicly accessible, or link to a secure drive, such as Google Drive.If consent is given after logging in, note this and include a screenshot showing the consent screen after the user has logged in.Related articles:List of campaign use case types for A2P 10DLC registration (Twilio article)Toll-Free Message Verification for US/Canada (Twilio article)A2P 10DLC Campaign Approval Requirements (Twilio article)Integrate with Kustomer VoiceRegister or verify your Kustomer Voice number for SMSToll-free verification guidelines
All toll-free numbers must undergo Twilio's Toll-Free Message Verification process before they can be used to send messages to customers in the U.S. and Canada. For more information on how to start this process, see Register or verify your Kustomer Voice number for SMS.Notes: Messages sent to the U.S. and Canada using an unverified toll-free number will be blocked.If you have a 10-digit long code number, please read our best practices for getting it registered.This article shares tips and best practices to follow when submitting your number for verification.In this article:Double-check your information before submitting the formUnderstand your campaign use caseKnow how customers give consentProvide details on how customers opt-in to textsProvide a link to an image that shows the opt-in mechanismDouble-check your information before submitting the formEnsure the phone number you're verifying and all related business information are correct. Even a simple typo can cause delays in the approval process. We recommend you cross-check the number and all associated business information (legal business name, business address, etc.) with your business records and confirm all information is accurate before submitting the form.Understand your campaign use caseTo help the registration process go smoothly, be specific about your use case and clearly define the type of campaign you'll be using, such as promotional content or customer support. ✅ Approved example: We will send automated order confirmation messages to customers who purchase through our e-commerce platform. These messages will include details such as, order number, estimated delivery time, and a link to track the shipment. Customers opt-in to receive these messages during the checkout process.❌ Rejected example: We will send messages to our customers about our products and services. The messages will inform them about promotions, new products, and company updates.Even though users are starting the conversation, it's crucial to specify how users access contact information (website or paper form) and show where users consent to the terms and conditions and the privacy policy.Note: The sample messages included in the campaign must align with the specific use case. Know how customers give consentBy law, businesses must have express written consent from customers before texting them. Before submitting your number, make sure one of the following options is available for customers to consent to texts:Verbal: Customers consent by selecting an option in an IVR selection that plays a recorded message. Web form: Customers enter their mobile phone numbers on a form embedded on your website and select a checkbox to opt in.Paper form: An in-store visitor fills out a physical form with their phone number and agrees to receive text messages. Via text: Customers text a keyword (e.g., JOIN to 12345) to opt-in.Note: Select this option if customers initiate the communication by texting a number from your website.Mobile/QR code: Customers scan a QR code that links to an online form where they enter their phone number and opt-in. QR codes can direct them to their messaging application with a templated opt-in message or lead to a web form.Provide details on how customers opt-in to textsThe opt-in submitted should be what your customer sees when providing their phone number. For all options, explain where the customer found the number and what they selected for all options. The reviewer needs to understand the steps the customer took to give consent. Below are examples of approved details you can give based on how a customer gives consent:Verbal ✅ Approved verbiage example: During the call, an agent informs the customer, 'Would you like to receive text message updates and exclusive offers from Acme on your mobile number? If you agree, we will send you occasional text messages. You can reply STOP at any time to opt-out.' After the customer consents verbally, the agent confirms their phone number and sends a confirmation message that says: 'Thank you for subscribing to Acme alerts. Reply STOP to unsubscribe.'✅ Approved IVR example: Welcome to Acme. To receive text message updates and offers, please press 1. [If 1 is pressed] You have chosen to receive SMS notifications from Acme To confirm, press 1 again. [If 1 is pressed] Thank you! You will start receiving text messages shortly. You can reply STOP at any time to unsubscribe. Msg & data rates may apply. [End of script]Web form ✅ Approved example: Our company, "Acme," collects phone numbers from our customers at checkout. Customers can subscribe to "Acme" messages by completing a form on our website at: www.acme.com/signupforsms. Customers enter their phone number on this page and consent to receive text messages by checking a box. The box states: “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply, and the frequency of messages can vary." Customers can opt-out by texting "STOP" to unsubscribe.Via Text ✅ Approved example: Customers can text 'JOIN' to our toll-free number (e.g., 800-123-4567) to subscribe to our messaging service. Upon sending the keyword, they receive an automated confirmation message: 'You've successfully subscribed to Acme alerts. Reply STOP to unsubscribe. Msg & data rates may apply.'Mobile / QR Code ✅ Approved example: We provide customers with a QR code on promotional materials, in-store signage, or online advertisements. When the customer scans the QR code with their mobile device, they are redirected to a landing page that explains the benefits of subscribing to our SMS updates. The page includes a form where they enter their phone number and check a box that says, 'I consent to receive SMS messages from Acme.' Once they submit the form, they receive a confirmation message on their phone: 'Thank you for subscribing to Acme alerts. Reply STOP to unsubscribe.'"Provide a link to an image that shows the opt-in mechanism You must provide a screenshot that shows how customers consent to receive SMS from your business. The URL must be a publicly accessible, direct link. Don’t include links with opt-ins behind username/password logins, links to secured Google drives, or other nonpublic accessible websites.Website: Provide a screenshot of the web form where customers enter their numbers and agree to receive messages.Website Posting (Support): Specify where the number is promoted on the website and where customers can locate it for texting.Via text: Send a screenshot showing where the phone number customers text to opt-in is advertised.Keyword or QR Code: Indicate where customers can find the keyword for opting into these messages. Provide corresponding materials (photos or screenshots) for verification.Voice/IVR: Provide a screenshot from the client’s CRM showing the voice opt-in. This may include a checkbox on their CRM indicating that the customer opted in and the date.2FA/OTP: Provide a screenshot of the process to receive the initial text. Paper form: Upload a photo of the completed form, if applicable.✅ Approved examples of valid links:http://www.johnscoffeeshop.com/image123.pnghttp://www.johnscoffeeshop.com/document123.docx http://www.johnscoffeeshop.com/signupforsmsRelated articles:Twilio's Toll-Free Message Verification (Twilio article)Integrate with Kustomer VoiceRegister or verify your Kustomer Voice number for SMSKustomer Voice report
This report provides information that helps you understand how many calls your organization makes and receives through Kustomer Voice and how quickly agents respond.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this article:Kustomer Voice report metricsCall volume chartAverage talk time chartAverage ring time chartAverage hold time for inbound calls chartTotal number of warm transfers chartTotal number of cold transfers chartTotal number of failed transfers chartTotal number of abandoned transfers chartAverage IVR time chartNumber of calls per IVR chartAverage IVR transitions chartCalls abandoned during IVR chartIVR destinations chartTo access the Kustomer Voice report, select Reporting, and then select Kustomer Voice.Note: This report and its data are only available if you installed and configured the Kustomer Voice app.Kustomer Voice report metricsThe report shows four metrics that let you quickly see your Kustomer Voice conversations are performing.The following metrics are available:Total Calls are the total number of calls received or made during the selected date range, including missed and completed calls.Completed Inbound Calls is the total number of calls answered by an agent during the selected date range.Completed Outbound Calls is the total number of calls answered by the customer during the selected date range.Missed Calls is the total number of calls not answered during the selected date range.Call volume chartThis chart shows the total number of completed and missed calls during the selected date range.Average talk time chartThis chart shows the average time a customer spends talking to an agent.Average ring timeThis chart shows a customer's average time waiting for an agent to answer their call.Average hold time for inbound calls chartThis chart shows the average time a customer spends on hold.Total number of warm transfers chartThis chart shows the total number of times a warm transfer was made during the selected time range.Total number of cold transfers chartThis chart shows the total number of times a cold transfer was made during the selected time range.Total number of failed transfers chartThis chart shows the total number of failed transfers during the selected time range.Total number of abandoned transfers chartThis chart shows the total number of transfers abandoned during the selected time range.Average IVR time chartThis chart shows a caller's average time in the IVR before the call is routed to a destination. A destination can be voicemail, voice queues, the default queue, or abandoned.Number of calls per IVR chartThis chart shows the total number of incoming calls in an IVR.Average IVR transitions chartThis chart shows the average number of key presses a caller makes during an IVR before transferring the call to a destination.Calls abandoned during IVRThis chart shows the number of calls abandoned while going through an IVR.IVR destinations chartThis chart shows the total number of calls routed to each destination through an IVR. A destination can be voicemail, voice queues, the default queue, or abandoned.Related articles:Integrate with Kustomer VoiceVideo: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsSet up a Kustomer Voice assistant for IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMSVideo: Configure Kustomer Voice
See how you can configure Kustomer Voice to connect with your customers. To learn more on how to get started using Kustomer Voice and setting up features such as voicemail, see Integrate with Kustomer Voice.Video: Handle Kustomer Voice calls
See how agents can handle Kustomer Voice calls on a customer's timeline. To learn more about transferring, making, and receiving Kustomer Voice calls, see Integrate with Kustomer Voice." style="height: 370px;">
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