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What is missed-call text-back?
Missed-call text-back is an automatic text message sent to someone whose call to your business wasn't answered. Instead of hearing a voicemail greeting and hanging up, the caller gets a text a few seconds later asking what they need, and can simply reply.
It works because many people who won't leave a voicemail will answer a text, and a reply in seconds tells them the business is real and paying attention. It doesn't answer the call itself; it keeps the conversation going until someone (or an AI) can.
How missed-call text-back works
- 1A call comes in and isn't answered: nobody picks up, the line is busy, or the call comes in while you're closed.
- 2The phone system notices the unanswered call and records the caller's number.
- 3A text goes out automatically, usually within seconds, from your business number.
- 4The caller replies by text, and the reply lands wherever your team (or your AI) handles messages.
- 5The conversation continues by text or turns into a call-back, and ends with a booking, a quote or an answer.
Good systems limit repeats, so someone who calls three times in an hour gets one text, not three, and they stop texting anyone who replies STOP.
What to write: example missed-call texts
Keep it short, friendly and about the call. Every text should name your business, invite a reply and say how to opt out. Some examples to adapt:
- General: "Hi, sorry we missed your call at [Business]! How can we help? Reply here or call us back at [number]. Reply STOP to opt out."
- On a job: "Hi, this is [Business]. We're on a job right now and missed your call. What do you need help with? We'll get back to you shortly. Reply STOP to opt out."
- After hours: "Thanks for calling [Business]. We're closed now and open again at [time]. Reply with what you need and we'll pick it up first thing. Reply STOP to opt out."
- With a booking link: "Sorry we missed you at [Business]! You can reply here, or book a time at [link]. Reply STOP to opt out."
Avoid anything that reads like an advert: discounts, promotions or links to unrelated offers. The text should answer the call they just made, nothing more.
Rules to follow before you switch it on
Texting customers is regulated, and carriers filter messages that break their rules. This is a general overview, not legal advice; check the rules for your country and your provider's requirements.
- Register your number for business texting (US). Business texts from an ordinary local number go through A2P 10DLC registration with the carriers, and messages from unregistered numbers are blocked. Toll-free numbers have their own verification.
- Say who you are. Name your business in the text, so the person knows who is texting them.
- Make opting out easy and honour it. Include "Reply STOP to opt out", and stop texting anyone who does.
- Keep it to the call. One text responding to the call is very different from marketing. Under the FCC's rules for the TCPA, commercial (promotional) texts need the person's written consent, and other countries have similar rules.
- Don't repeat it. Limit text-backs to one per number in a set period.
Outside the US and Canada, texting rules and costs vary, and in many countries WhatsApp is the more natural channel for a reply.
Missed-call text-back vs voicemail vs an AI receptionist
Swipe the table sideways to see every column →
| Voicemail | Missed-call text-back | AI receptionist | |
|---|---|---|---|
| Answers the call | No | No | Yes, at any hour, several calls at once |
| Reaches the caller who hangs up | No | Yes, within seconds | Fewer callers hang up, because the call is answered |
| Answers questions | No | Only if someone or an AI replies to the text | Yes, from your business details |
| Books appointments | No | If the text conversation leads to one | Yes, on your calendar |
| Needs carrier registration for texts (US) | No | Yes | For texts only; calls work without it |
The cheapest fixes are worth doing first, but they reduce the damage of a missed call rather than remove it. How to stop missing calls ranks five fixes by cost, and AI receptionist vs voicemail explains why voicemail alone loses callers.
How missed-call text-back works in Frontivo.io
Frontivo.io's AI answers your calls, so most calls are never missed. Text-back covers the rest: when a call can't be answered, for example because you've paused the AI or the call couldn't connect, the caller gets a text from your business number right away.
- On by default: it comes with Phone Only, Phone Lite, Starter and Growth and is switched on when your number goes live. You can change the wording or turn it off on the Automations page.
- Ready-made wording: "Hi, sorry we missed your call at [Business]! How can we help? Reply here or call us back at [number]. Reply STOP to opt out."
- One text per number per day by default, and anyone who replies STOP isn't texted again.
- Replies are handled: on Starter and Growth the AI carries on the text conversation, answers questions and books; on Phone Only and Phone Lite, a reply comes to you as an alert so you can answer from your own phone.
- Optional AI call-back: turn on "Call back missed callers" and the text adds "Reply CALL"; the AI calls back only people who reply CALL, only while you're open. See calls your AI makes.
- Carrier approval first: texting switches on after carrier approval for your number (in the US every business number needs it), and we email you when it's on. Calls work from day one.
See text messaging for the rest of what the AI does by text, and pricing for the plans. The 14-day free trial needs no card.