Message Line configuration

A Message Line receives inbound calls and activates a single communication flow when a voicemail or text message is collected. It's well suited to after-hours lines, callback request lines, and situations where you need Connect Rocket to respond automatically when someone reaches out.

Step 1

Navigate to Manage Account via the profile menu.

Step 2

Select Phone Lines from the left-hand navigation.

Step 3

Select the phone number you want to configure. Your account may have one or many phone numbers.

Step 4

Select the line type. Choose Message, then select Next.

Step 5

Enter a name for your phone line. Choose a name that will make sense to all users who interact with it. You can optionally add a description. When done, select Next.

If you're editing an existing phone line, update the name and description as needed.

Step 6

All configuration for this article is completed under the Primary Call Flow tab. To learn about Alternate Call Flows and Schedules, see What are Primary and Alternate Call Flows?

The greeting is what callers hear when they call your phone number. Connect Rocket includes a default greeting, but you'll likely want to record a custom one that prompts callers to leave the specific information you need.

To set a custom greeting, choose one of the following methods:

1. Text-to-Voice — type your greeting as text. Connect Rocket will convert it to speech and let you preview it before saving.
2. Record a Greeting — provide a direct phone number where you can be reached. Connect Rocket will call you and guide you through recording, previewing, and saving your greeting.
3. Upload an Audio File — upload a pre-recorded audio file.

Once your greeting is set, select the play icon to confirm the correct greeting is in place.

Once your greeting is set, select the play icon to confirm the correct greeting is in place.

Step 7

Configure how the Message Line handles inbound contacts.

Inbound calls: Enable Require verification of inbound call to add a human verification step before the caller can leave a message. When enabled, the caller will be prompted to press a number on their keypad to confirm they are not an automated dialler or telemarketing service. If you enable this option, update your Phone Line Greeting in Step 6 to guide callers through the verification step.

Inbound text messages: A Message Line can also be activated by an inbound text message — particularly useful for teams operating in areas with limited voice connectivity or using satellite messengers.

Enable Require verification of text message to add a verification step for text message activation. When enabled, Connect Rocket will send a challenge back to the sender, who must complete it before the line is activated. Once the call flow has been activated, the Text Message Activation Response will be sent to confirm successful activation.

Step 8

Once a caller has left a voicemail or sent an inbound text message, Connect Rocket activates your call flow to ensure the message is escalated appropriately. Select one or more action types below.

Adding a Notification

Sends a message to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to notify.
2. Include Off Duty contacts — tick this checkbox to send the notification to contacts who are currently marked as Off Duty.
3. Message — type your notification message. URLs are supported.
4. Add an Attachment (optional) — attach a file to your notification. Any file format is supported. The file will be uploaded and a shortened URL will be appended to your message automatically.
5. Add Craig Prompts (optional) — select a configured Craig Prompt to run when the call flow is activated. The Prompt results will be appended to your notification message.
6. Add a Poll (optional) — select a Poll from the dropdown. If no polls are listed, you'll need to create one first. See [Polls].
7. Poll Duration — set how long the Poll will remain open and collect responses. The default duration set when the Poll was created will be shown — you can adjust it for this specific call flow.
8. Include voice message recording (optional) — include a link to the caller's voice message so notification recipients can listen to it directly.
9. Include voice message transcript (optional) — include a text transcript of the caller's voice message. Note that transcript quality can vary depending on call quality and background noise.
10. Forward inbound text message (optional) — if text message activation is enabled, forward the original text message with your notification.
11. Delivery Method — select one or more delivery methods. The options available will depend on how your account is configured.

12. Notification Resend (optional) — resend the notification to contacts who have not yet responded to a poll after a set period of time. Select the link to configure resend options. See [Configure a Notification Resend].

Select Save when done.

Adding a Conference Call

Initiates a conference call to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to call.
2. Include Off Duty contacts — tick this checkbox to include contacts who are currently marked as Off Duty.
3. Retry if unanswered (optional) — if no one answers within 2 minutes, Connect Rocket can retry the call including Off Duty contacts.
4. Conference Introduction (optional) — enter text to be spoken to each recipient when they join the call. This gives call recipients immediate context for the nature of the call.
5. Play voice message on answer (optional) — play the caller's voice message to call recipients when they join the conference call, so they can hear the original message firsthand.
6. Conference Phone Number — select the phone number the conference call should be initiated from.

Select Save when done.

Adding a Pager Notification

Sends a page to one or more groups when the call flow is activated.

1. Recipients — select the group or groups you want to page.
2. Include Off Duty contacts — tick this checkbox to include contacts who are currently marked as Off Duty.
3. Pager Message — enter your page message. Valid characters are: digits (0–9), # and *. Use 'w' to insert a half-second pause.

Select Save when done.

Adding a Webhook

Sends data to an external system when the call flow is activated.

1. Request Method — select POST or GET.
2. URL — enter the endpoint URL. Must be HTTPS and publicly resolvable.
3. Authorization Header (optional) — add a Bearer token or other authorization header if required by the receiving system.
4. Request Body (JSON) — enter your request body using valid JSON. The following string interpolation fields are available:
   • {{workflow_name}}   — the name of this call flow.
   • {{activation_uuid}}   — the unique identifier for this activation.
   • {{recording_url}}   — a URL to the voice recording, if available.
   • {{inbound_message}}   — the inbound text message, if available.
   • {{craig_prompt_output}}   — the output of a Craig Prompt, if one is added below.
5. Craig Prompts (optional) — select a configured Craig Prompt. The output will be available as {{craig_prompt_output}}   in your request body.

Select Save when done. You can test your Webhook configuration after saving.

Step 9

Once you have added all of your actions, your Message Line is configured. From the Phone Lines page you will see your phone line name and line type. To edit the phone line or call flow, select the pencil icon.