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Text back missed calls and turn texts into requests

When you miss a call, the caller gets a text with a link to tell you what they need. A first text from someone new becomes a request.

An add-on we switch on for your business. Ask us about it

With Missed calls & texts, nobody who calls or texts your business number slips through. It works with your texting number, so you need the texting add-on first. Contact us to switch both on.

What happens when you miss a call

  1. Someone calls your texting number and nobody answers.
  2. Within about a minute, they get a text from your number: "Hi, this is (your business). Sorry we missed your call! Tell us what you need and we'll get right back to you: (link) Or just reply here."
  3. The link opens a short form on their phone, with their number already filled in. They say what they need, add photos, their address and a good time.
  4. When they send it, a new request shows up in Work → Requests and you get a notification.

If someone on your team picks up the call, no text is sent.

What happens when someone new texts you

A text from someone who isn't one of your customers, and hasn't sent a request in the last 30 days, becomes a request in Requests right away. You get a notification. Texts from customers just go to their conversation in Texts, as before.

You can also send new people the link automatically. Turn on Reply automatically (it's off to start with).

Who never gets an automatic text

  • Anyone who replied STOP to your number.
  • Callers who hide their number.
  • Your own team (anyone with a mobile number on their profile) and your business number.
  • Someone you already texted automatically in the last 12 hours. You can change the 12 hours.

Every call and text is listed under Recent activity, with the reason when no text was sent. The conversation in Texts also shows a note, for example Missed call at 2:14 pm · texted them a link.

Change the settings

  1. Open Settings → Missed calls & texts (or click Missed calls & texts at the top of Texts).
  2. Turn Text back missed calls and Reply automatically on or off.
  3. Edit the messages. Use {business} for your business name and {link} for the person's link. The preview shows the text and how many characters it has.
  4. Under When, choose Always or Only outside business hours, and set your hours.
  5. Quiet hours (9 pm to 8 am, on to start with): a call missed at night is texted back when quiet hours end.
  6. Under The link, choose the request form, or online booking if you take bookings online.
  7. Click Save.
Tip: Keep each message under 160 characters and use plain quotes ('), not curly ones or emoji. Then it goes out as one text instead of two or three.

Texting rules we follow for you

  • Every automatic text says your business name. If your message doesn't, your name is added at the start.
  • STOP opts a person out of all your texts, and START opts them back in. HELP gets a reply with your name and how to stop.
  • Business texting numbers must be registered with the carriers (this is called 10DLC). We do this when we set up your number. Texts can be blocked until it's approved.

Questions

Does the link expire? Yes, after 30 days. After that the page asks them to call or text you.

Does it work with my own number? It works on the number we set up for texting. If you keep your current number, we can move it to us, or your phone company can forward calls you don't answer to your texting number. Contact us and we'll help you pick.