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Language: English
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Use cases

Notifications and confirmations

With CONTACT.WORK, you can tell customers about a reschedule, new terms, or an outage and asks them to confirm an order or attendance – and every reply is saved in the system without anyone dialing a number. An automated prerecorded call goes out and says the customer's name, a date, or an amount. The customer replies with a keypress: confirm, reschedule, or talk to an agent. Anyone who misses the call gets an SMS or a message in a messaging app, and replies go straight to your CRM.

Get a quotePricing
$0license feesSupport, calling, and SMS billed separately
2,000concurrent callsOur record, across several servers
3channelsPhone call, SMS, messaging app
1customer timelineNotifications and replies side by side

Challenges

What happens when customers aren't notified

Calling takes daysAgents work through the list by hand, and the last customers hear the news after it's already out of date.
SMS with no replyThe message went out, but you can't tell whether the customer read it or agrees with the change.
Replies are scatteredConfirmations sit in spreadsheets, notes, and chats, and it's hard to see the full picture.
A wave of inbound callsAfter an outage or a reschedule, customers all call with the same question, and the line gets overloaded.
No proofThe customer insists nobody told them, and there's no recording or call time to show otherwise.
No idea who got the messageThere's no report on how many customers heard the message, how many confirmed, and who needs another try.

Solution

What you get after launch

Campaign

One message, every customer

An agent pulls a customer list from the CRM or a file and writes the text. The automated call reaches each customer from your number and fills in details from the customer record: name, date, amount. You set the number of attempts and the calling hours in advance.

  • List from the CRM
  • Customer details
  • Your company number

Reply

Reply by keypress

After the message, the customer presses a key: 1 to confirm, 2 to reschedule, 3 to talk to an agent. The choice is logged in the CRM automatically, and reschedule requests go to the person responsible.

  • Confirmation
  • Reschedule
  • Agent on request

Follow-up

No answer? We'll text

Answering machines and silence are detected before the message starts. You can leave a recording in voicemail, and a customer who missed the call gets a text reminder later.

  • Answering machine detection
  • Voicemail
  • Follow-up SMS

Trigger

Notifications triggered by system events

A notification goes out automatically when a status changes: order packed, appointment rescheduled, contract updated. Nobody has to watch for changes by hand.

  • Via API
  • Status change
  • No manual start

Report

Who heard it and who confirmed

Managers see campaign progress and the outcome for any customer: confirmed, declined, asked for a callback, or no answer. Retry everyone who didn't answer with one click.

  • Campaign progress
  • Outcome per customer
  • Retry

Examples

When customers need a heads-up

Before and after, with examples.

A location closes for renovation

Calling every customer with an appointment used to take agents a full day, and some people were never reached. Now the automated call tells everyone with an appointment about the closure and offers to press 2 to reschedule. Reschedule requests reach the person responsible as a list right away. Customers don't show up to a locked door, and agents spend their time rescheduling instead of dialing.

  • List of booked customers
  • Reschedule by keypress
  • No wasted trips
Example 1 of 4

You choose the text, what each key means, and the order of channels; we set it up at launch and update it whenever you ask.

Capabilities

More capabilities

Channels, customer replies, oversight, and urgent alerts.

Channels

  • Voice with customer detailsThe call includes the name, date, amount, or address pulled from your CRM.
  • SMS and messaging appsA short text goes out instead of a call or after it; you choose the text channel.
  • EmailDetails and documents can be sent by email.
  • Channel orderYou decide which channel goes first and what to send when there's no reply.
  • VoicemailA recorded message is left on the answering machine instead of dropping the call.
  • Second contactIf the main number doesn't answer, the platform dials the backup number on file or sends an email.
  • The customer's preferred channelCustomers who asked not to be called get a text message first.

Customer replies

  • Keypress repliesEach key maps to an action: confirm, reschedule, or contact an agent.
  • Voice repliesbuilt for youThe customer answers in plain speech, and the AI consultant clarifies the details.
  • Connect to an agentPressing the right key puts the customer in the agent queue for that campaign.
  • Call opt-outsA customer who opts out is added to your do-not-call list for future campaigns, and the flag shows in the CRM.
  • Pick a time by keypressThe automated call offers options – morning, afternoon, evening – and records the choice.
  • SMS repliesCustomers can confirm or decline by replying to the text – it counts the same as a keypress.

Oversight

  • Campaign reportHow many customers listened to the message, confirmed, declined, or didn't answer.
  • Call recordingsCampaign calls are recorded just like regular conversations. In states that require all-party consent, play a recording notice.
  • Local timeCustomers get calls only during the hours you allow, in their own time zone – in the US, keep it within 8:00 AM-9:00 PM.
  • Rotating caller IDThe platform calls non-responders back later, rotating outbound numbers.
  • Stop a campaignYou can stop a campaign if the news is out of date or the text needs fixing.
  • What counts as deliveredYou decide who counts as notified: listened to the end, pressed a key, or read the SMS.
  • Invalid numbersAfter a campaign, dead numbers are flagged so you can fix the contacts in your database.
  • No personal details in the callFor sensitive topics, the call states only the gist, and the details follow after a code word.

Urgent alerts

  • Expiration timeAfter a set hour, the campaign stops automatically – nobody gets a call about an outage that's already fixed.
  • PriorityAn urgent alert goes out ahead of scheduled campaigns started at the same time.
  • Launch by phoneThe on-call employee calls a service number, records the message, and starts the campaign without a computer.
  • Staff alertsThe same way, your team learns about schedule changes, outages, or an urgent call-in.

Modules

Contact center modules

Auto dialerStarts a campaign from a list or an event, sets attempts and calling hours, runs hundreds of calls at once, and shows campaign progress. Runs with consent and do-not-call list support.→Answering machine detectionThe message plays only when a live person answers – voicemail and silence are screened out up front, so the message reaches a person, not a machine.→IVR (phone menu)Takes the customer's reply by keypress, and for someone calling back after a campaign, replays the message or routes the call to the right department.→Voice AI consultantHandles the conversation when keypresses aren't enough: understands spoken replies, confirms a convenient time to reschedule, and logs the outcome on the customer record.→API integrationSends customer lists and campaign events from your system and returns each reply and call outcome.→SMSSends a text after the call if the customer didn't respond, plus short confirmations with the appointment date, time, and address.→
No more calling down the customer listRecord your message or type it in, and the platform calls and messages every customer on the list. Agents stay on inbound calls instead of outbound ones.
Urgent news gets through fastCalls run in parallel, so customers learn about an outage, a reschedule, or a location closure the same day. Fewer people show up for nothing or call with questions.
Customer replies go straight to the CRMThe key the customer pressed lands right in your CRM: confirmed, wants to reschedule, or waiting to talk to an agent. Nobody copies replies over from spreadsheets.
Proof that the customer was notifiedFor each customer, the platform keeps the call time, the call recording, and the key pressed. In a dispute, you can show when and how you announced the change.

Launch

How we launch

  1. 01TriggersTogether we list the situations customers need to hear about and mark where a reply is needed.
  2. 02DataWe connect your CRM or business system through its API, so customer details go into the text and replies flow back.
  3. 03TextsWe write short texts for calls and SMS, assign an action to each key, and decide who handles reschedules.
  4. 04ChannelsWe set the order – call, retry, then SMS or a messaging app – plus calling hours and the number of attempts for each trigger.
  5. 05Pilot campaignWe send the notification to a small group, listen to the recordings, review the replies, and fix any text that confuses customers.
  6. 06Go liveWe turn on campaigns for all your customers and for CRM events, and managers track results in reports.

Preparation

What to decide up front

Which triggers?Reschedules, new terms, outages, confirmations. Decide which ones need a reply from the customer.
Where does the data come from?Name the system with contacts, dates, and statuses – campaigns will start from it automatically.
Which keys?Decide what each key means and who gets the customers who want to reschedule.
Which channel?Decide which channel goes first – a call or a text – and what follows if there's no reply.
Which numbers?Choose the company numbers for campaigns, so customers recognize the call and can call back.

Q&A

Frequently asked questions

How is a notification different from a sales call?

A notification is about an existing relationship with the customer: an order, an appointment, a contract, an outage. Marketing calls are a separate campaign type, and under the TCPA they require the customer's prior express written consent; automated informational calls also need consent. Check the details with your counsel.

How many customers can we notify at once?

Hundreds of calls run at the same time; our record is 2,000 concurrent calls across several servers. Your speed depends on how many lines your phone carrier provides.

How does a customer reply to a notification?

They press a key after the message. If a voice AI consultant is connected to the campaign, they can answer out loud – for example, name a convenient day to reschedule.

What if a customer misses the call?

The platform retries under the rules you set, from a different company number if needed, and then sends a text message.

Can notifications start from our own system?

Through the API: when the status of an order, appointment, or contract changes, the customer gets a notification automatically, and the reply goes back to your system.

How fast can we launch an urgent campaign?

Pick the list and enter the text – calls start right away. For frequent triggers like outages, texts are prepared in advance.

Can we see who got the message?

The report shows when each customer was called, the outcome, and the key they pressed. You can listen to the call.

What does a customer hear if they call this number back?

The IVR recognizes the number: the customer can replay the message or talk to an agent who can see the notification that was sent.

We have only a few agents – will this work?

Automated call campaigns and SMS don't depend on team size. The voice AI consultant is available for contact centers with at least ten agents.

What do we pay for?

You don't buy licenses. Connection and setup draw on the support hours in your plan, while calls, SMS, and AI are billed on top. Ask us for a quote.

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Voicemail
A recorded message when the person does not pick up. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Answering machine detection (AMD)
Tells whether a person or an answering machine picked up an outbound call. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →

More

Related reading

Order status without an agent How the AI agent tells customers where their order is, warns about shipping delays, and reschedules deliveries without your staff. Learn more Appointment booking How customers book at any hour, and the day before the visit the AI agent asks them to confirm and reopens canceled slots. Learn more Payment reminders How the AI agent reminds customers about upcoming payments, skips those who already paid, and agrees on a payment date when a payment is late, so agents don't spend time on calls. Learn more Seasonal peaks How to prepare for days when inquiry volume spikes: forecast-based shifts, an extra server for the season, and AI agents for high-volume questions. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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