Where and How to Configure the Missed Call Text Back Feature

1What is Missed Call Text Back?

When someone calls your business and you can’t answer, that first follow-up can be the difference between a booked appointment and a lost lead. An automatic text keeps the conversation alive without anyone lifting a finger.

2Key Benefits of Missed Call Text Back

3How to Configure the Missed Call Text Back Feature

In your sub-account, click Settings in the bottom-left corner.

Follow this path inside Settings:

• In the left-side menu, click Phone System.
• In the top navigation, click Voice.
• Under Voice, open Voicemail & Missed Call Text Back.
• In the side panel, click Missed Call Text Back.

Select the checkbox to Enable Missed Call Text Back to turn the feature on. Then click Customize to tailor the message that goes out when someone misses you.

Clicking Customize opens a pop-up where you can craft your automated response. In the Enter message field, type the content you want sent when a call is missed.

You can also use the custom value tag icon to insert dynamic placeholders such as the contact’s name. Keep in mind that these only work if the system already recognizes the contact from a prior interaction.

Below the message editor you’ll find a field where you can send a test message. Select the number you’d like to use to preview how the message will appear to customers.

After reviewing, click Save to finalize your settings and activate the updated Missed Call Text Back configuration.

Missed Call Text Back is now live. The next time an inbound call goes unanswered past your ring timeout, the caller receives your message automatically.

4Voicemail Settings

This option sets how long the phone should ring before the missed call text back triggers. Use the slider to choose a timeout duration — 10 to 20 seconds is typically recommended.

You can add a custom voicemail message here if you’d like. Upload a pre-recorded file in mp3, wav, or a similar format. This plays instead of the carrier’s generic voicemail greeting.

The call timeout you set here determines when a call counts as “missed.” A very long timeout delays the text back; a very short one may cut off callers who would have answered.

5Smarter Sending Number Selection

Previously: Missed Call Text Back always tried to send the follow-up SMS from the same number your customer called. Some numbers are designed primarily to receive calls, or may not currently be eligible to send SMS — so your text back could fail even when another messaging-ready number was available in your account.

Now: GHL Customer Care automatically chooses an eligible sending number, helping more of your missed call follow-ups reach your customers while staying aligned with messaging requirements.

This is especially useful when calls come through number pools, call tracking numbers, unverified toll-free numbers, or other numbers that aren’t eligible to send SMS. Instead of attempting the text from a number that can’t send, we use an eligible number when one is available.

In some cases the SMS may come from a different number than the one they originally called. That’s intentional — we choose a number that can actually send the message rather than letting an important follow-up fail.

In short: if you have an eligible number available, we’ll automatically use it to give your missed call text a better chance of reaching the customer.

• Answered calls continue to work as before and will not trigger a text back.
• If Missed Call Text Back is disabled in your Phone System settings, no message will be sent.
• Your contacts’ communication preferences and DND settings continue to be respected.
• If there is no eligible number available, you’ll see the failed attempt in the conversation along with the reason, giving you clear visibility into what happened.

6Frequently Asked Questions