Digital Call Deflection lets the customer shift the conversation from voice chat to SMS text message with a simple key press. This can serve a few purposes:

• Overall customer wait times are reduced
• Communication efficiency is increased

Here are some example use cases of Digital Call Deflection:

• A retail customer is greeted by a Virtual Receptionist. They press a key to receive a text message with a URL to order online instead of by phone.
• A customer who is greeted by the Virtual Receptionist can press a key to receive a text message link to the office location.

You can set up Digital Call Deflection by following these steps:

1. Log in to office.ooma.com as an administrator and navigate to the Settings page.
2. Select the Virtual Receptionist whose key press assignments you’d like to update.
3. Choose whether you’d like to update the Business Hours Actions or the After Hours/Holiday Actions menu.
4. Select the box that corresponds with the numbered key you’d like to update to bring up its Key Press Assignment menu.
5. Choose Send text message in the Action menu.
6. Choose the texting number the message will be sent from, and then write the message (up to 150 characters). You can also choose how you will receive a confirmation that the message was sent or an alert that the message failed to send.
7. Save your changes.