A caller who hits a ring-out usually calls the next shop on the list. Two things keep that lead warm: an automatic text a couple of minutes after the missed call, and the AI Receptionist picking up so there's no missed call in the first place.
Option 1: Text missed callers back automatically
Set up an automation that texts anyone whose call went unanswered, about two minutes after the call ends.
Before you start
- Texting must be set up and approved on your account. See Registering your business for A2P 10DLC.
- Voice: the missed call has to come in on your Run a Call business line.
- Owners, admins and staff can build automations.
1. Create the automation
Go to Automations and click New automation. Pick the trigger When a call is missed.
2. Add the text
Add a step, choose Send SMS, and set Send to to The caller (missed-call trigger). Write a short message, for example:
Sorry we missed your call at {{org.name}}! Reply here with what you need and we'll get right back to you.
3. Save and activate
Click Save, then Activate.
For every step of the builder, see Building a custom automation.
What happens next
| Situation | What happens |
|---|---|
| Nobody answered a call (no teammate, not the AI receptionist, not an outside number in your call flow) | About 2 minutes after the call ends, the caller gets your text from your business texting number. |
| The caller rang back and got through within those 2 minutes | No text. |
| The caller left a voicemail | They still get the text. To skip them, add a filter on call.voicemail_left is false. |
| The caller isn't in Contacts | They're added as a new lead with their phone number, so the thread has a home. |
| The caller replies | The reply lands in Conversations → Messages like any customer text. |
| Hidden caller ID, opted out (STOP), or texted by an automation in the last 25 minutes | No text. |
See Automation triggers catalog for the full details of When a call is missed.
Option 2: Let the AI Receptionist answer instead
With the AI Receptionist on, calls nobody picks up (or calls after hours) go to the receptionist instead of ringing out. It captures the caller's details, and anything it couldn't finish becomes a to-do on the call.
Set it in Settings → Phone → Voice → Call routing: choose AI receptionist for Nobody answers and After hours. See Setting up the AI Receptionist.
To-dos from AI calls
When the receptionist takes a message it can't act on, it adds a to-do to the call:
| Category | Example |
|---|---|
| Schedule change | A customer wants to move an existing appointment. |
| Estimate question | Price or scope of an estimate you sent. |
| Invoice question | A charge or a due date. |
| General question | Something the FAQ didn't cover. |
| Vendor message | A supplier about a backordered part. |
| Business message | Insurance, an inspector, a job applicant. |
| Personal message | A message for a specific person on your team. |
Work them from Conversations → AI:
- Click the Follow-up tile to see calls with open to-dos.
- Open a call. Emergencies are marked Emergency at the top.
- Handle it: call back, text, or click Schedule job. When a to-do links to an estimate, invoice or job, use the View estimate, View invoice or View job link.
- Click Mark done on the to-do.
Good to know
- Office alerts: your team also gets a Missed call from… notification about 10 minutes after a ring-out if no voicemail was left. See Missed calls and voicemails.
- Both options together work well: the receptionist answers most calls, and the text-back catches any that still ring out (for example if the receptionist is over its monthly limit).