Help Center

The Missed Call WhatsApp Back feature automatically sends a WhatsApp message to contacts when their call goes unanswered. This helps your team reconnect with leads quickly using a channel that often has higher engagement rates than traditional SMS.

What Is Missed Call WhatsApp Back?

This feature is part of the CRM's Phone System. When a call is classified as "missed," it triggers an automatic WhatsApp message to the caller. This immediate follow-up helps maintain engagement, provides a clear next step for the contact, and improves the overall customer experience without requiring complex workflow setup.

Key Benefits

Immediate Engagement: Contacts receive a WhatsApp message moments after their call is missed.
No Workflow Required: Easy to configure and activate directly in settings—no automation building needed.
Higher Response Rates: WhatsApp typically sees better open and reply rates compared to SMS.
Brand Consistency: Customize the message to match your brand's voice and include relevant links.
Personalization: Use dynamic variables to insert specific details like business names or booking links.
Operational Efficiency: Reduces missed opportunities by providing clear follow-up instructions.

Prerequisites

Before setting up this feature, ensure you have the following:

A WhatsApp-enabled phone number connected to your account that is active and in good standing.
Appropriate user permissions to access Settings > Phone System.
Contacts must have WhatsApp and be reachable through the platform.
Proper consent to message contacts via WhatsApp as required by your business practices.

How to Set Up Missed Call WhatsApp Back

Navigate to Settings > Phone System > Voice > Voicemail & Missed Call TextBack > Missed Call Textback.
Toggle the "Missed Call WhatsApp Back" option to On.
Click "Customize" to review and edit the default message text.
Insert any desired personalization variables (such as {location_name} or {booking_link}) and ensure the tone is helpful and concise.
Save your changes.
Test the feature by placing a call to your number and letting it go unanswered to confirm the WhatsApp message sends correctly.

Default Message & Personalization Variables

The feature includes a pre-filled message that you can customize to suit your needs. The message body is edited directly within the Missed Call Textback settings area, not in WhatsApp template management.

Default Message: "Hi this is {{location.name}}, I saw that we just missed your call. How can I help?"

Supported Variables:

{agent_name} – The name of the assigned agent when available
{booking_link} – A scheduling link configured for your location
{business_hours} – A readable summary of your operating hours
{location_name} or {{location.name}} – The name of your current location

Troubleshooting

No Message Sent: Verify that WhatsApp is properly connected for your number and that the feature toggle is enabled.
Variables Not Working: Check that variable syntax is correct and that the referenced values (like booking links) are properly configured.
Duplicate Messages: Ensure you don't have overlapping SMS Textback features or workflows also set to trigger on missed calls.
Contact Didn't Receive Message: Confirm the contact uses WhatsApp, hasn't opted out, and that their number includes the correct country code.
After-Hours Messaging: If you prefer not to send messages outside business hours, adjust your call routing settings or include {business_hours} in your message.

Frequently Asked Questions

Q: Can I enable WhatsApp Back without enabling SMS Missed Call Textback?
A: Yes, you can enable WhatsApp Back independently or alongside SMS. To avoid duplicate messages, choose one as your primary channel.

Q: Where do I edit the message body?
A: Edit the message in Settings > Phone System > Voice > Missed Call Textback. Do not edit it in WhatsApp template management.

Q: Does it send messages during off hours?
A: Yes, if a call is marked as missed. You can include {business_hours} in your message or adjust call routing settings if you want different behavior.

Q: What if the contact isn't on WhatsApp?
A: The message will not deliver. Consider enabling SMS Missed Call Textback or creating a fallback workflow as an alternative.