Understanding Message Ticket and Non-Message Calls

Depending on a business's specific needs, accounts can be programmed with multiple different call paths to help agents handle calls. For example, a doctor's office may want a call path for patients calling to schedule and a call path for patients having an emergency. If the caller's query doesn't fit into any of the existing call paths, agents may use the Message Ticket or Non-Message Calls option to save the call. We'll go over each below.

Message Ticket

When a caller's query does not fit into any of the existing paths within your script, the operator may use the Message Ticket option. This will document very basic information, and you will see the outcome Message Ticket in your web portal.

For example, you may have a call script with two paths: one for emergency service and the other for sales. If we receive an employment inquiry, the customer service representative won't have anywhere to go! When all else fails and no other script paths fit the caller's needs, the CSR will go to the Message Ticket path.

Non-Message Calls

With Non-Message calls, the caller is typically looking for an answer to a specific question, such as business hours, and does not wish to provide the operator with any details for a call back. Non-Message calls could also include No Caller/Dead Air, Fax Machine, Automated/Telemarketer calls, etc. 

Although no message is collected during these transactions, you can still choose to receive notification by text or email. Alternately, you can simply view them in your message portal.