A good missed call text names your business, says sorry for missing the call, and asks one easy question. Below are templates you can copy and adapt for working hours, after hours and different kinds of business. Keep each one short enough to read at a glance.
What every missed call text needs
Each text should do four things:
- Say who you are. The caller may have rung three businesses. Put your business name in the first sentence.
- Explain briefly. 'Sorry we missed your call' is enough. No long excuses.
- Ask one easy question. 'How can we help?' gets more replies than a list of options.
- Say what happens next. When will you answer, and how?
And three things to leave out: advertising, links the caller does not expect, and promises you cannot keep. Write 'as soon as we can' if you do not know that it will be ten minutes.
Length matters. Try to stay within one standard text message, roughly 160 characters, or a little over. Read it out loud once. If it sounds like a form letter, shorten it.
Templates for working hours
General
Hi, this is [Business]. Sorry we missed your call. How can we help? Reply here and we will get back to you as soon as we can.
On a job (trades)
Hi, [Name] from [Business] here. I am on a job and could not pick up. What do you need help with? Text me the details and I will call you back today.
With a customer (salon, studio)
Hi, this is [Salon]. We are with a client right now and missed your call. Would you like to book, change or cancel an appointment? Just reply here.
Practice or clinic
Hello, this is [Practice]. We could not take your call. Please reply with your name and what you need, and we will call you back. In an emergency, call [emergency number].
For health topics, do not ask for details of symptoms by text. Name and 'appointment' or 'question' is enough. The rest belongs in the call.
Templates for after hours and holidays
After closing
Hi, this is [Business]. We are closed right now and open again at [time] on [day]. Tell us here what you need and we will get back to you first thing.
Weekend
Hi, [Business] here. Thanks for calling. We are back on Monday at [time]. Reply with your request and we will contact you on Monday morning.
Holiday closure
Hi, this is [Business]. We are away until [date]. Reply with what you need and we will answer from [date]. For urgent cases, please contact [name / number].
After hours, be exact about when you will answer. 'First thing on Monday' is a promise, so only write it if someone really reads the replies on Monday morning.
Follow-up replies
The first text is automatic. The next ones are yours. These replies save time.
When the caller describes the job
Thanks, [Name]. I can come and take a look on [day] at [time] or [day] at [time]. Which is better for you?
When you need more details
Thanks. To give you a clear answer, I need two things: your postcode and a photo of the problem if you can send one.
When you cannot help
Thanks for getting in touch. Sadly we do not offer this. I hope you find someone quickly.
When the caller does not reply
Send nothing more by default. One text answers one call. A second, unrequested message moves towards the kind of texting that needs consent in many countries. If the caller left a voicemail, call back in the usual way.
Wording that works and wording that does not
| Avoid | Better |
|---|---|
| 'Your call is important to us.' | 'Sorry we missed your call.' |
| No business name | 'This is Reed Electrical.' |
| 'Press 1 for sales, 2 for service' | 'How can we help?' |
| 'We will call you back immediately' (and then you do not) | 'We will call you back today.' |
| 'By the way, 10% off this month!' | No offers at all |
| A text signed with a made-up person | A real name, or the business name |
If the texts are sent automatically, do not pretend that someone typed them by hand this second. A plain, honest text in the name of the business is enough. If an AI assistant continues the conversation, it should say that it is an AI assistant.
Rules and a quick test
Texting customers is regulated. Consent and opt-out rules for business texts differ by country, for example the TCPA in the US, PECR in the UK, and the UWG and GDPR in Germany. A single text that answers the person's own call is different from advertising, but keep these habits:
- One text per missed call, about that call only.
- No marketing content.
- Honour every request to stop at once. Where your country or text provider expects it, add 'Reply STOP to opt out'.
- Do not send texts in the middle of the night if your tool allows quiet hours. A caller at 2 am may be fine with a reply, but check your local rules.
- Do not reuse the numbers for campaigns without clear consent.
This is general information, not legal advice.
Quick test before you go live: call your own number from a different phone and do not pick up. Check how long the text takes, how it looks on the screen, and where your reply arrives. Then let a friend read it and ask them what they would answer.
You can send these texts by hand from your call list, or automate them. Missed Call Text Back from Astranode, in early access, sends the text in seconds and passes the details to you. To see if it is worth it, first count your missed calls.
Name your business, say sorry in one line, ask one easy question and say when you will answer. Then reply to every response quickly, because the template only opens the conversation.