How to deflect Zendesk calls to SMS: A complete setup guide

How to deflect Zendesk calls to SMS: A complete setup guide

High call volume draining your support resources? You're not alone. Many support teams struggle with phone queues that eat up agent time and frustrate customers who'd rather text than talk. The good news is that Zendesk offers a built-in solution: IVR call deflection to SMS.

This guide walks you through setting up Zendesk IVR to automatically offer callers the option to switch to text messaging. It's a practical way to reduce call volume, cut costs, and give customers the channel they actually prefer.

What is Zendesk IVR deflect call to SMS and why use it?

IVR call deflection to SMS is a feature in Zendesk Talk that lets you offer callers the option to receive a text message and continue their conversation via SMS instead of waiting on hold.

Here's how the customer experience works:

1. A customer calls your support number
2. Your IVR greeting plays: "Press 1 to receive a text message and continue this conversation via SMS"
3. The customer presses 1
4. They immediately receive an SMS with a link or instructions
5. The conversation continues via text, creating a ticket in Zendesk

The benefits are significant. Phone calls typically cost $3-5 per interaction when you factor in agent time and infrastructure. SMS interactions run closer to $1. If you're handling high call volumes, that difference adds up fast.

Messaging also tends to score higher on customer satisfaction. Customers can respond at their convenience instead of waiting on hold. Agents can handle multiple SMS conversations simultaneously, something impossible with phone calls.

When does call deflection make the most sense?

• High call volume periods: When your queue is backing up and wait times are climbing
• Simple inquiries: Password resets, order status checks, appointment confirmations
• Staffing constraints: When you don't have enough agents to handle voice calls
• After-hours coverage: SMS gives customers a way to reach you when agents aren't available

While Zendesk's IVR-to-SMS feature is useful for channel shifting, it's worth noting that it still requires human agents to respond. If you're looking for true automation, solutions like our AI agent can actually resolve common issues without human intervention.

Prerequisites for Zendesk IVR-to-SMS setup

Before you start configuring, make sure you have the following in place:

Required Zendesk plan

IVR functionality requires Zendesk Suite Professional ($115 per agent per month) or Suite Enterprise ($169 per agent per month). The Suite Team plan ($55 per agent per month) does not include IVR phone trees.

Source: Zendesk pricing page

SMS number provisioned

You'll need an SMS-capable phone number set up in Zendesk. This can be a number you already have ported to Zendesk or a new number purchased through their platform.

Admin Center access

Only administrators can configure IVR menus and phone number settings. Make sure you have the necessary permissions.

IVR greeting audio

Record a custom greeting that explains the SMS option clearly. Keep it concise and friendly.

Compliance considerations

SMS communications fall under TCPA regulations in the United States. You'll need to ensure you have proper consent to text customers and include opt-out instructions in your messages. Consult with your legal team about compliance requirements in your region.

Step-by-step: Setting up IVR call deflection in Zendesk

Here's the complete process for configuring call deflection to SMS in Zendesk Talk.

Step 1: Disable voicemail for your number

First, you need to turn off voicemail for the phone number where you want to enable IVR.

1. Navigate to Admin Center > Channels > Talk > Numbers
2. Select the phone number you want to configure
3. Find the voicemail settings and turn them off
4. Save your changes

Why disable voicemail? IVR and voicemail can't work simultaneously on the same number. Since the goal is to deflect calls to SMS rather than have customers leave voicemails, this step is necessary.

Step 2: Create your IVR greeting

Next, record the greeting that callers will hear when they dial your number.

1. Go to Admin Center > Channels > Talk > Greetings
2. Click Add greeting
3. Upload your recorded audio file or use text-to-speech
4. Select IVR as the greeting type
5. Name it something descriptive like "Main IVR with SMS option"

Here's a sample script you can adapt:

"Thanks for calling [Company] support. Press 1 to receive a text message and continue this conversation via SMS. Press 2 to speak with an agent. Press 3 for billing inquiries."

Keep your greeting under 30 seconds. Callers appreciate brevity, especially when they're trying to get help.

Step 3: Configure the IVR menu with Text back action

Now for the core configuration: setting up the IVR menu that includes the SMS deflection option.

1. Navigate to Admin Center > Channels > Talk > IVR
2. Click Add menu
3. Give your menu a name (e.g., "Main Menu with SMS")
4. Set up your menu options:
   • For the SMS option, select Text back as the action type
   • Choose the language for the SMS
   • Select the sender number (must be SMS-enabled)
   • Compose the initial message customers will receive

The "Text back" action is what makes the magic happen. When a caller selects this option, Zendesk immediately sends the configured SMS message and ends the call.

Step 4: Enable IVR on your phone number

With your greeting and menu created, you now need to connect them to your phone number.

1. Return to Admin Center > Channels > Talk > Numbers
2. Select your phone number
3. Click the Routing tab
4. Toggle Enable IVR? to on
5. Select your configured IVR menu from the dropdown
6. Select your IVR greeting
7. Save your changes

Your IVR is now live. Calls to this number will hear your greeting and can select the SMS option.

Step 5: Test your setup

Before announcing this to customers, thoroughly test the experience:

1. Call your support number from a personal phone
2. Listen to the greeting and navigate the menu
3. Press the key for the SMS option
4. Verify you receive the SMS message within 30 seconds
5. Reply to the SMS and confirm a ticket is created in Zendesk
6. Check that the ticket shows the correct source (SMS)

Test from different carriers if possible. SMS delivery can vary between networks, and you want to ensure reliability.

SMS message templates and best practices

The message you send when someone opts for SMS sets the tone for the entire interaction. Here's how to get it right.

Initial message template

Your first SMS should accomplish three things: confirm the channel switch, set expectations, and provide an opt-out option.

"Hi [Name], this is [Company] support. Reply to this message and an agent will assist you within [timeframe]. Reply STOP to opt out."

Keep it under 160 characters when possible. Longer messages may be split by carriers, creating a disjointed experience.

Best practices for SMS deflection

Practice	Why it matters
Personalize with customer name	Increases engagement and confirms you're messaging the right person
Include opt-out instructions	TCPA compliance and good customer experience
Set response time expectations	Prevents frustration if agents aren't immediately available
Use a clear sender ID	Customers should immediately know who's texting them
Keep language concise	SMS is a brief format; long paragraphs don't work well

Common mistakes to avoid

• Overly long messages: Stick to the point. If you need more than two sentences, consider email instead.
• Missing opt-out: Always include "Reply STOP to opt out" or similar language.
• Generic greetings: "Thanks for contacting support" is forgettable. Be specific about what happens next.
• Unrealistic response times: Don't promise "immediate" response if your team needs 15 minutes.

Measuring success and calculating ROI

Once your IVR-to-SMS deflection is live, you'll want to track its performance and calculate the return on your investment.

Key metrics to track

Metric	Target	How to measure
Call deflection rate	10%+	IVR keypress reports in Zendesk Explore
Cost per interaction	$1-2 for SMS	Total SMS costs divided by volume
Response time	Under 5 minutes	Average first response time for SMS tickets
CSAT by channel	90%+	Customer satisfaction scores compared to phone

Source: Zendesk Explore documentation

ROI calculation framework

Let's run the numbers on a typical scenario:

Baseline (before deflection):

• 100 calls per day
• Average cost per call: $4
• Daily cost: $400

With 15% deflection rate:

• 15 calls deflected to SMS daily
• Cost per SMS interaction: $1
• New daily costs: (85 calls × $4) + (15 SMS × $1) = $355
• Daily savings: $45
• Monthly savings: ~$1,350

Your actual savings depend on your call volume, deflection rate, and cost structure. But even modest deflection rates typically pay for the additional Zendesk plan cost within a few months.

For more on measuring deflection success, see our guide on deflection rates and how to improve them.

Alternative solutions and next steps

Zendesk's native IVR-to-SMS feature works well for basic channel shifting, but it has limitations worth considering.

Native Zendesk limitations

• Plan requirement: IVR requires Professional or Enterprise plans ($115+ per agent monthly)
• Manual setup: Each step requires administrator configuration
• Basic SMS capabilities: No advanced automation or AI-powered responses
• Agent-dependent: SMS tickets still need human agents to respond

Third-party alternatives

Several tools extend Zendesk's call deflection capabilities:

• Chatdesk Shift: Specializes in deflecting calls to messaging channels
• LivePerson C2M (Click-to-Message): Enterprise-grade conversational commerce with SMS deflection

These tools can add functionality but typically come with additional costs and integration complexity.

The next evolution: AI-powered autonomous resolution

If you're looking beyond simple channel shifting, AI agents represent the next step. Instead of just moving conversations from phone to SMS, AI agents can actually resolve common issues without human intervention.

Our AI agent works differently from basic SMS deflection:

• Learns from your past tickets automatically: Connect to Zendesk and eesel absorbs your historical conversations, macros, and help center content
• Resolves issues autonomously: Up to 81% of common tickets can be resolved without human intervention
• Escalates intelligently: Complex issues route to agents with full context
• Works across channels: Email, chat, SMS, and social from one platform
• Flat-rate pricing: Starting at $299 per month for unlimited agents, not per-seat pricing

The key difference is outcomes. Zendesk's IVR-to-SMS deflects the channel but still requires agent time. AI agents handle the entire resolution for a significant portion of inquiries.

When should you consider upgrading from SMS deflection to AI agents?

• Your SMS volume is growing faster than your team
• Most inquiries are repetitive (order status, password resets, common how-to questions)
• You want 24/7 coverage without staffing night shifts
• You're looking to reduce costs beyond just channel shifting

FAQ

Q1: What plan do I need to use Zendesk IVR deflect call to SMS?

You need Zendesk Suite Professional ($115 per agent per month) or Suite Enterprise ($169 per agent per month). The Suite Team plan does not include IVR functionality.

Q2: Can I use Zendesk IVR deflect call to SMS with any phone number?

The number must be provisioned in Zendesk Talk and SMS-enabled. You can use existing numbers ported to Zendesk or purchase new numbers through their platform.

Q3: How quickly does the SMS send after a caller selects the option?

Typically within 10-30 seconds. The exact timing depends on carrier delivery speeds.

Q4: Do I need explicit consent to text customers who use the Zendesk IVR deflect call to SMS feature?

Yes. TCPA regulations require consent for SMS communications. Include opt-out language in your initial message and consult with your legal team about compliance requirements.

Q5: Can I customize the SMS message sent through Zendesk IVR deflect call to SMS?

Yes. You can customize the message content, sender number, and language during IVR menu configuration.

Q6: What happens if a customer replies to the SMS but no agents are available?

The reply creates a ticket in Zendesk that enters your normal queue. Consider setting up automated responses for after-hours periods.

Q7: How do I measure if my Zendesk IVR deflect call to SMS setup is working well?

Track your deflection rate (target 10%+), cost per interaction, response times, and CSAT scores by channel. Zendesk Explore provides IVR keypress reports to measure deflection volume.