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This is rolling out to a few accounts at a time. The hyzl team turns it on for you. There is no self-serve setup yet. Everything else in Revenue Recovery works exactly as described in these docs. That is true whether or not it is turned on for you.
When it is turned on, a member can text the recovery number instead of calling it back. Your voicemails speak that number and your offer texts include it. An AI receptionist replies over text as your business, using your company name. If a member who was in a win-back workflow texts it:
  • The receptionist recognizes them by the number they are texting from, the same way it recognizes a call back. If that member has a win-back offer waiting, it texts back their personal offer link right away. That is the same secure link they would get after a recovery call.
  • It can answer questions about that offer. Ask it “how much is it?” or “what does this apply to?”. It replies with the discount, the before and after price, and the billing cycle. It also says whether the offer applies to their current plan or switches them to an annual one. For a same-plan Stripe offer, it can also say how long the discount lasts. That is one billing period, then the price goes back to normal. It does not hold that detail for an annual-switch offer or an App Store offer. There it says it does not know, rather than guessing. It still cannot answer anything that needs your live billing state: proration, refunds, or the next invoice date. It says so plainly there too. It only ever describes the offer hyzl actually sent to that member. A/B tests therefore cannot make it quote the wrong terms.
  • The receptionist cannot always match the number to an offer. A member may text from a different number, or may never have been in a workflow. It then says so plainly and asks which number they subscribed with. It never tells someone to scroll back for a link that hyzl never sent them.
  • If they have already come back, it knows. It thanks a member who took the offer and paid, rather than selling to them again. It never sends them another link. The same holds for someone who already used their link, or who told you no.
  • When something really needs a person, it offers whichever of your support link, phone number, and email you set. It saves email for last, because email is the slowest way to reach someone who is already texting. If you have set none of those, it asks them to reply on the thread instead.
  • Each member gets one offer link, minted once. A text sent after their link already went out gets a conversational reply rather than a second, different offer. The one exception is when they are asking for the link itself. The receptionist works that out from the conversation, not from a fixed phrase. It catches them asking outright, saying they lost it, saying it never arrived, or saying it does not work. However they ask, hyzl sends that same link again, as many times as they ask. That holds as long as the link has not expired and nobody has used it.

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When a member asks to talk to someone

If a member asks to call, the receptionist gives them the actual number they are texting. It tells them your AI receptionist answers that number, exactly as it does for a call back. It only reads out those digits where that number really answers calls. You can set your own support phone number on your business profile. If you have, the receptionist offers that number instead as the way to reach a person. The rule it follows: this number reaches the AI, your support number reaches your team.
The receptionist never retypes the offer link into a sentence. It never promises that someone will call or email them back. Telling a member they can call in is different from promising a call out. Nothing about a text conversation notifies you or puts anyone in a queue.
Where it is set up, the reply comes from your recovery number. It then reads as part of the same conversation the member just started. Otherwise it comes from a hyzl messaging number. If a member replies STOP, hyzl opts them out. It adds them to your internal Do Not Call list. No further calls or texts then reach them from any hyzl feature. That happens automatically, exactly like every other offer text.

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See texts in your dashboard

Every text conversation with someone in a recovery workflow lands on their row in the Activity log. A message marker sits beside their outcome. A Texted back filter shows just those members. A member who replied STOP carries an Opted out badge beside their name. The badge is separate from their outcome. Someone can opt out of your texts and still have come back and paid. Open the row and the conversation itself is there, in reading order, oldest message first. Each message shows what they wrote or what the receptionist wrote back, with the time it was sent. The texts you sent first are in there too: the pre-call heads-up, the offer text, and the resubscribe link. A thread therefore starts with the message the member was replying to, not with their reply. Long conversations open on the most recent messages, with a button to show the earlier ones. The drawer names the number the conversation is with. That matters because a member can text from a phone other than the one on their subscription. Some texters do not match anyone in your recovery list. hyzl counts them separately underneath the table. A member texting from a number you do not have on file is therefore not lost.

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What is kept

hyzl stores the messages word for word, both what the member sent and what the receptionist sent back. They stay with that member’s recovery history and do not expire on a schedule. They are the same kind of record as your recovery call recordings and transcripts. hyzl treats them the same way: readable only from that member’s profile, signed in to your own account.
Members write what they want to write, so a text thread can contain whatever they chose to send. Treat it as member data of the same sensitivity as a call recording.