RTT Calling (Real-Time Text) lets call centers send instant messages during calls, improving clarity, reducing errors, and boosting customer support efficiency.
Author: Sujith Grandhi
Ever faced situations where a customer can’t hear you properly during a call? Maybe they’re in a noisy environment, or they have hearing difficulties. You try explaining a solution, but they keep asking you to repeat the instructions, get confused, and the call keeps dragging on. These moments cost time, frustrate customers, and hurt your support efficiency.
This is where RTT calling (real-time text) comes in. With RTT, every character you type appears instantly on the other person’s screen, so instructions are clear in real-time, no delays, no miscommunication. It’s like combining a phone call with live text, ensuring your message is understood the first time.
In this guide, we’ll show you what RTT calling is, how it works, who needs it, and step-by-step setup on Android and iOS, so every call becomes faster, smoother, and more effective.
RTT calling (Real-Time Text) is a phone call where text is sent instantly, character by character, as it’s typed, allowing both parties to see messages instantly in real time without needing to press any "send" button.
It’s mainly used for people with hearing or speech difficulties, but it also helps businesses communicate clearly and quickly. Call center agents and support teams can send instructions instantly, reduce confusion, and handle queries more efficiently. RTT works on modern phones and is compatible with older TTY (Teletypewriter) systems.
Why it matters:
Imagine a scenario where a customer is trying to follow complex steps over the phone. With RTT, each step appears instantly on their screen, leaving no room for confusion or mistakes. RTT helps reduce repeated explanations and miscommunication, supporting higher first call resolution rates, the industry standard is above 70%.
In short, RTT makes calls clearer, faster, and more reliable.
RTT works like a live chat built into your phone call. Each letter appears instantly on the other person’s screen, no “send” button, no delays.
Example 1:
A customer is on a noisy line and misses part of your instructions. With RTT, the agent types the steps, and the customer sees them in real-time. No miscommunication, no frustration.
Example 2:
Emergency operators can guide a caller using RTT while waiting for the voice line to connect. Instant messaging can literally save lives.
Example 3:
Call centers handling tech support often have customers multitasking. RTT ensures the conversation stays clear even when the voice channel is unreliable.
RTT isn’t just for accessibility, it’s valuable in multiple scenarios:
By improving communication efficiency, RTT can reduce agent stress and mistakes, helping lower high call center turnover rates of 40–45%.
Pro Tip: RTT is especially useful for teams handling high volumes of calls. Even saving 10–15 seconds per call adds up to hours over a week.
Turning on RTT is simple and works on most modern phones. Here’s how:
For Android:
For iOS:
Turning off RTT is just as easy:
You can turn it off if you prefer voice-only calls, face compatibility issues, or want to save battery life.
Yes, RTT works for most emergency calls, which is a major plus for those who can’t rely solely on voice. It allows:
Important: Always test RTT functionality with your local emergency numbers to ensure it works when it really matters.
RTT calls generally travel over your carrier’s network. While secure for most purposes, end-to-end encryption isn’t guaranteed.
Safety Tips:
Following these simple steps keeps your conversations private and reliable.
Qoli, a perfect call management software, lets you monitor calls and activities in real time, making every RTT conversation secure, clear, and compliant. It tracks every interaction, from text messages to voice calls, helping you spot issues instantly and resolve them before they affect customer satisfaction.
Qoli helps businesses to maintain full control over all call interactions, improve agent accountability, and ensure communication is always professional, secure, and efficient.
Most carriers include RTT as part of your standard voice plan. You might see charges if:
Always check with your provider to avoid unexpected fees.
Even with its benefits, RTT can face challenges:
Now you know what RTT calling is. It lets you send text instantly during a call, making communication faster, clearer, and more reliable. For businesses and support teams, RTT reduces confusion, speeds up problem-solving, and improves customer satisfaction.
Whether handling noisy lines, complex instructions, or emergencies, RTT ensures your messages are understood in real time. Enabling it on your team’s devices is a small step with a big impact for smoother, more professional customer interactions.
Start using RTT today and make every call count.
