A contact centre has just recorded an unanswered call, and the customer should not be left waiting for someone to notice it. c2a provides Unanswered Call, Outgoing Call and Synchronized Call triggers. It also offers Simple SMS, Make Call, Create Lead, Create Activity, Create Contact and Create Task actions. Through Zapier, Mobile Message can send a follow-up text when a call event occurs.

Unanswered Call is the clearest starting point for a customer callback workflow. It can trigger Mobile Message Send SMS with a short acknowledgement and an invitation to reply. Outgoing Call can notify a supervisor or record that a call attempt has happened, while Synchronized Call can support a message after the call record reaches c2a. Mobile Message can also create a contact or add one to a list for later communication.

The reverse direction has a direct use because c2a includes Simple SMS and Make Call. Inbound SMS Received can trigger Simple SMS if c2a should send a message using its own campaign or presentation fields. It can also trigger Make Call when a reply needs telephone follow-up. Choose one event and one visible action for each Zap, with message consent and calling procedures checked by your team.