At OpenPhone, we’ve tried to automate as much of your business communication as possible so that you can focus on the work that matters most. In this article, we’ll share some automation basics to help you hit the ground running.
Call recording, summaries, and transcripts
Still taking notes to keep track of customer requests and action items in your customer calls? With OpenPhone AI, you don’t have to worry about taking notes anymore. Business plan users have access to automatic call recording and AI call summaries and transcripts.
To set up all these features in your account:
- Go to Settings → Phone numbers.
- Select your preferred phone number for call recording, summaries, and transcripts.
- Turn on Auto record calls and Call transcriptions and summaries.
That’s it! All your calls are recorded by default and come with instant call summaries and transcripts.
Pro Tip: Even though you’re able to record calls, it’s mandatory to collect consent from people on your calls for compliance purposes. Learn more about call recording laws.
SMS auto-replies and snippets
Texting your customers is a great way to stay in touch with them, but it’s easy to run into some productivity challenges.
For example, you won’t always be available to immediately respond to a customer’s text using any manual method. Plus, it can be time-consuming to respond to customers when many of them ask you the same questions. For both of these situations, OpenPhone offers SMS automations to help you stay productive.
Auto-replies
SMS auto-replies help you automatically respond to your customers during and outside your business hours when you’re unable to take their phone calls. They can help you set the right expectations with customers.
For example, if a customer calls you after business hours, here’s a sample auto-reply you can use:
Thanks for reaching out to [company]! Our business hours are [date/time] to [date/time]. We’ll get back to you within [number] business day.
How to set up your auto-replies:
- Go to Settings → Phone numbers.
- Select your preferred phone number.
- Go to Auto-replies and set up your auto-replies for each texting scenario, during and after your business hours.
Need inspiration for your auto-replies? Here are 40 auto-reply text examples to get you started.
Snippets
Snippets are pre-written text templates saved in your OpenPhone workspace. Your team can use them for a variety of use cases, including customer support, sales, account management, and more. For example, maybe you’re a retail business with limited weekend hours and customers often reach out to know what those hours are. This is a great use case for a snippet you can use to respond to those customers in seconds.
Hi [Customer Name], our operating hours are from [Time] to [Time]. Can I help you with something else today?
How to set up your snippets
To create a snippet:
- Enter /snippets in your message text box.
- Enter the name of your snippet and the accompanying message you’d like to use for it.
Up next: Collaboration basics
These aren’t the only automations available in OpenPhone. We also offer a whole host of integrations you can use to automate your business phone operations.
Get started with these automation basics in your OpenPhone workspace today. And if you don’t have an OpenPhone account yet, sign up for our free seven-day trial.
Check out the next article in this series: Collaboration basics