Incoming call > look up client's phone number > look up their county > forward them
Question: how do we canonically know which county they're in? (GDoc is a record)
Graceful fallback verbally tells people to go to the contact page (or maybe the state line if it doesn't suck)
Should test state line
If people call our SMS number, then it says "Hi blahblah GetCalFresh.org, we're forwarding you to your county phone #" and then forwards (no interaction required)
Change reminder messages
Maybe add to confirmation page
Maybe edit contact page
Future
Customer satisfaction surveys (SMS or call back)
Works for every county — the best way to talk to your CalFresh county
Optional recording of inbound calls (with consent)
"Say your county name" (could use Wit.ai or another to train this model)
Things to measure
Call rate ("open rate" from SMS/email)
Call times / duration
How many calling after hours
% of calls going to fallback (unrecognized # and/or county we don't support yet)
MVP scope
Future
Things to measure