Missed call text back is a simple automation: when you miss a call, the caller gets a text message from your business within seconds. The text says you are busy and asks how you can help, so the conversation continues by message. You get the caller's number and reply when you are free.
How it works, step by step
- Someone calls your business number. You are on a job, with a customer, or closed.
- The call is not answered. The system notices this after a set number of rings, or when the line is busy.
- A text goes out to the caller. This happens automatically, usually within seconds.
- The caller replies by text. They write what they need, or ask for a call back.
- You are notified. You get the number, the time and the reply, and you answer when you can.
A typical first text looks like this:
Hi, this is Dan from Reed Electrical. Sorry I missed your call, I am on a job. How can I help? Reply here and I will get back to you as soon as I can.
The idea behind it is simple. A person who calls and reaches nobody has to decide what to do next. A friendly text gives them an easy next step with you, before they try the next business on the list.
What it is not
- It is not voicemail. Voicemail asks the caller to speak after the tone. Text back writes to them first. You can use both. See voicemail or text back for a comparison.
- It is not a call answering service. Nobody picks up the phone. The call is still missed. Only the follow-up is automatic.
- It is not a marketing tool. The text answers one call. It should not contain offers or add the caller to a newsletter list.
- It is not a full solution for emergencies. If people call you in urgent situations, a text is too slow. You need a person on the line.
Who it suits and who it does not
| Suits well | Suits less |
|---|---|
| Trades on a job: plumbers, electricians, roofers, cleaners | Businesses with a staffed front desk all day |
| Salons, studios and practices where staff are with customers | Callers who mostly use landlines, which cannot receive texts in the normal way |
| One-person businesses | Emergency or crisis lines |
| Businesses that get calls after closing | Businesses with almost no missed calls |
Do not guess which group you are in. Count your missed calls for two weeks first. The guide how to find out how many calls your business misses shows you how.
What you need to set it up
- A business number that can send texts. Many text back tools give you a number or connect to your existing one through call forwarding. Ask how this works with your phone provider.
- A rule for when a call counts as missed. For example after four rings, when busy, or outside opening hours.
- One or two message texts. One for working hours and one for after hours is a good start.
- A place where replies arrive. Your phone, an app or email. Decide who answers them and how fast.
- A rule against repeats. If the same person calls three times in ten minutes, they should get one text, not three.
You can also do this by hand: look at your call list after each job and text every missed caller yourself. It costs nothing and it shows you if callers respond to texts. The weak point is speed. By hand it takes an hour or more, and automation does it in seconds.
Rules for texting callers
A text that answers a call the person has just made is different from advertising. Still, texting customers is regulated, and the consent and opt-out rules for business texts differ by country. Examples are the TCPA in the United States, PECR in the United Kingdom, and the UWG together with the GDPR in Germany.
These habits keep you on the careful side:
- Send one text per missed call, about that call only.
- Name your business in the first sentence.
- No offers, discounts or advertising in the text.
- Stop at once if someone asks you to. Where your country or provider expects it, include a line such as 'Reply STOP to opt out'.
- Do not add callers to a marketing list without their clear consent.
- Mention the service in your privacy notice.
- Check your text provider's own rules. In some countries, business numbers must be registered before they can send texts.
This is general information, not legal advice. If you are unsure, ask a lawyer or your trade association about the rules where you work.
How to know if it works
Nobody can promise you a result. You can measure it yourself in a month. Count:
- missed calls
- texts sent
- replies received
- replies that became a job or an appointment
For example, if 30 calls are missed in a month, 30 texts go out and 12 people reply, you have 12 conversations that would otherwise have needed a call back, or might not have happened at all. Compare that with the cost of the tool and the value of one job in your business.
Two things decide the result more than the tool: the wording of the text, and how fast you answer the replies. An automatic text followed by six hours of silence helps nobody.
If you would like this set up for you, Missed Call Text Back from Astranode is in early access. The caller gets a text in seconds and you get the details.
Missed call text back turns an unanswered call into a text conversation within seconds. It only works if the text is honest and short, and if you answer the replies quickly.