UNLEASH THE POWER OF TRUE Conversation Management.
Texting Automations & Workflows
Stop the madness of answering the same questions all day. Set the rule once: your prospect asks about hours, send the hours. Your customer mentions billing, bring in the expert. The routine handles itself, so your team can focus elsewhere.
Your Process Works. Until It Doesn't.
The busy days, where business is booming, are the very days where your prospects wait on hold, the follow-up fails, and notes are misplaced for customers no one with remember tomorrow.
The Same Question, 47 Times
What are your hours? Address? Are you open Saturday? Do you take my insurance? Answering these same, repetitive questions is a tax on somebody whose time is worth far more to your business.
The Expert Who Never Heard
One person on your team could have closed the sale or solved that problem in 90 seconds. But they didn't know the conversation even existed. Nobody looped them in, and the prospect has since moved on.
The Step Nobody Remembered
The initial conversation went perfectly. The next steps should have been easy. But at some point between the follow-up, the approval, the update, and the reminder, something fell through the cracks. So did your deal.
Your Best Processes, Automated in Real Conversations.
Automations & Workflows automatically manage prospect and customer conversations, triggering the right messages and actions, so your team can focus where they are needed most.
Set Triggers for Each Workflow
- A message sent or received, or contains a specific word or phrase.
- A conversation assigned, queued, taken from a queue, or completed.
- A payment request or form request that is completed.
- A custom button that is clicked in a defined workflow.
Then Do Almost Anything
- Send a message or a saved template. Instantly.
- Invite a specific person or team into the conversation.
- Add an internal note, add or remove a contact tag, or complete the conversation.
- Fire a webhook to your own system.
- Incorporate a delay of your choice, rather than triggering immediately.
Keywords That Work While You Sleep
- Match on any rule or group of rules. Any of them, or all of them.
- Send an auto-reply, add tags, remove tags, or do all three at once.
- Send targeted announcements to customers who opted in by texting "Specials," "School Closings," or your choice of keyword.
- Apply each keyword action only to the channels you choose.
Your Process, Built Into the Conversation
- Guide your team through the steps that should happen next.
- Move conversations from one stage to another with automated messages and actions.
- Keep every prospect and customer moving forward, even when your team is busy.
- Craft a more consistent, more delightful customer experience.
We're Here to Help When You Need Us.
Many teams steer clear of automation, because building it meant learning a tool nobody had time to master. At Captivated, we keep it simple. But if you'd like help building your first automations, our Professional Services team stands at the ready.
1200+
businesses served across a decade of business texting.
98%
of our customers would recommend Captivated to industry peers.
5 Star
Google reviews and SOC 2, HIPAA and CCPA credentials.
90%
report reduced admin effort and improved efficiency.
Live
U.S.-based support from real people.
“We were doing everything by email, and that's just not how our couples prefer to communicate anymore. Between everyday communication and using Captivated Live Forms to send digital surveys via text, Captivated has given us a faster, easier way to connect with our couples that feels more natural and allows us to be more responsive.”
3 Steps to an Inbox That Handles Itself
Get your personalized pricing.
Build your quote online (no sales call required). Or book a demo. Either way, we look forward to serving you!
We build the vision, together.
Once you're using Captivated, our launch team will help create a vision for how automations can help, and introduce you to our Professional Services team who make it happen.
Add automation over time.
As your workflows save time, avoid errors, and delight customers, your team can add more automation over time. Don't worry: we're around to help you every step of the way.
Important Note: One site license. Unlimited users (no "per seat" billing nonsense, ever). Real humans in support, and a launch team that does the setup with you.
What Changes When the Routine Runs Itself
Response to Routine Questions
Without This Service:
Minutes to hours, and only during staffed hours
With Captivated:
Instant, day or night, from a rule you set once
Practical Impact:
Customers get an answer before they think to call a competitor
Repetitive Admin Effort
Without This Service:
Staff hand-type the same answers dozens of times a day
With Captivated:
Handled by keyword actions and templated auto-replies
Practical Impact:
More time to the right people for more technical conversations
Getting to the Right Person
Without This Service:
Manual triage, transfers, and repeated explanations
With Captivated:
Keyword routing assigns or invites the right team automatically
Practical Impact:
Fewer handoffs and fewer customers repeating themselves
List Segmentation
Without This Service:
Manual tagging, or no segmentation at all
With Captivated:
Tags added and removed automatically when customers text a keyword
Practical Impact:
Announcements go to people who asked for them
The Bottom Line
Without it: the same questions keep landing on the same desks, the specialist keeps missing the conversation, and your response time keeps being whatever your busiest hour allows.
Frequently Asked Questions
You certainly don't have to. Your launch team covers how automations work during your onboarding. After that you can build workflows on your own or work with our Professional Services team to build any or all of your complex workflows on request.
Only if you write them that way. Automations send your templates, in your voice, with merge fields like the customer's first name. And every automated message is a real two-way text. Customers can reply, and your team picks up the conversation from there.
Yes. Any action can be configured to trigger after an amount of time you specify. It's straightforward to build delayed follow-ups, escalation timers, and "Still waiting?" prompts into your workflows.
Yes. Keyword actions are applied per channel, so a rule can run on your service line without running on your sales line. Multi-location and multi-department accounts use this constantly.
Automation Events and Workflows are an add-on capability, available as a supplement for whatever plan best suits you business. Ask during your demo, and we'll tell you exactly what your setup would need.
Ready to Do More, Faster?
Book a 30-minute demo and bring a week of your real inbound texts. We'll show you, live, which ones a rule could have handled.
Already a customer? Text Captivated Support at 317-316-3600.
