Short answers about when to send an auto-SMS, what the message should say, how replies should be routed, and which metrics show whether missed-call recovery is working.
Missed call textback is an automatic SMS sent after a caller rings a business and nobody answers. The message confirms the call was received and gives the caller a next step, such as replying, booking online, or waiting for a callback.
Send the message as quickly as the phone integration reliably allows. A fast textback works because the caller is still thinking about the appointment, quote, or question. Delayed messages are less useful because the caller may already have tried another business.
Keep it short and operational: acknowledge the missed call, identify the business, offer a reply path or booking link, and avoid sounding like a marketing campaign. Do not include sensitive service details unless the caller context and consent boundaries make that appropriate.
No. Business-hours missed calls, after-hours calls, known clients, unknown callers, urgent services, and location-specific numbers may need different routing or wording. Start with one simple default, then split by risk and operational need.
Replies should land where staff already handle client communication, ideally beside the client record or a unified inbox. The workflow fails if the auto-SMS gets a response but nobody owns the follow-up.
Track missed-call count, textbacks sent, response rate, callback completion, booked-from-missed-call rate, unresolved calls, and time to first human response. These metrics show whether the workflow is recovering demand or only sending messages.