Setting Up Automated SMS Replies for Missed Calls

What Is the Missed Call Text Back Feature?

The Missed Call Text Back feature automatically sends an SMS message to a contact when you miss their inbound call. This immediate acknowledgment helps set expectations and provides an alternative way for the caller to connect with you, ensuring you don't miss opportunities when you're unable to answer the phone.

Configuring Missed Call Text Back

Access the Settings

Navigate to the Settings section of your CRM sub-account.

Open the Phone System Menu

In the left-side menu, select Phone System. Then, click on the Voice tab in the top navigation.

Locate the Feature

Under the Voice settings, find and open Voicemail & Missed Call Text Back. In the side panel that appears, click on Missed Call Text Back.

Enable and Customize

Select the checkbox to Enable Missed Call Text Back. Once enabled, click the Customize button to define your automated message.

A pop-up window will open where you can type your message in the Enter message field. You can use the custom value tag icon to insert dynamic placeholders, like a contact's first name, provided this information is already known in the CRM.

Test and Save

Below the message editor, you can send a test message to a phone number of your choice to preview it. After you are satisfied, click the Save button to activate your configuration.

Adjusting Related Voicemail Settings

In the same Voicemail & Missed Call Text Back section, you can adjust settings that affect when the text is sent.

• Incoming Call Timeout: Use the slider to set how long the phone rings (from 10 to 60 seconds) before the call is considered missed and the text is triggered. A duration of 10-20 seconds is often recommended.
• Custom Voicemail Greeting (Optional): You can upload an audio file (e.g., MP3, WAV) to replace the default carrier voicemail message.

Important Considerations

Message Volume: This feature sends an SMS for every missed call. If a caller tries multiple times in a short period, you will receive multiple messages. To manage this, you can create a custom workflow to add logic, such as a wait step or filtering by tags.

Messaging Limits: These automated SMS messages count toward your account's phone messaging usage limits.

Sending Number: The message is sent from your account's default phone number.

After-Hours Use: The feature works 24/7, making it particularly useful for handling calls received outside of business hours.

Frequently Asked Questions

Can I use WhatsApp instead of SMS for missed call follow-up?

No. This specific feature uses SMS only. The CRM offers a separate Missed Call WhatsApp Back feature for WhatsApp messaging.

Do the merge fields in the message always work?

Dynamic fields, like a contact's name, will only populate if the caller's number is already associated with a contact record in your CRM that contains that information. For new, unknown numbers, generic placeholders will be used.