A text after a missed callback

When a customer calls your campaign line back and nobody picks up, the line can send them one text in your store's name. It says sorry you missed them and how to reach you. Their reply comes back to your Inbox, like any other.

It is not the follow-up text a campaign sends after a voicemail: it goes only after a missed callback, and it belongs to your campaign line, not to a campaign.

Turn it on

It is off until you turn it on. The workspace owner and admins can turn it on:

1. On your campaign line's Calls and texts tab, under Texts, select Turn on on Text after a missed callback.

2. Tick Send a text after a missed callback.

3. Read the text in the box under The text. Keep our wording, or click the words and change them (see Put it in your own words).

4. Select Save.

To turn it off again, select Edit on the same row and untick the box. A text already waiting to go is not sent. A member sees the setting without Turn on or Edit.

Before you start

• It goes for a missed callback to any number on your campaign line: one you got in the dashboard, including with Add a number, or one the team brought onto it.

• Your Sender details must be saved. See Sender details.

What the text says

Unless you change it, it reads:

A store whose text was set up to sign with a person's first name reads "Hi, it's (their first name) at (your business). Sorry I missed your call. Reply here or call back at (your campaign line)." A line set to French sends our wording in French.

The text always ends with the same closing line as the follow-up text: your business name, your mailing address, your campaign line's number and "Reply STOP to opt out." The law requires it, so it is added for you and you can't edit it. See The follow-up text.

Put it in your own words

The workspace owner and admins can change the words, on the same Turn on or Edit window:

• Click the words in the box and type. Your store's name and your number show shaded: they fill in by themselves. To add one back, select Store name or Your number under the box.

• Your words can be up to 160 characters, counted as the customer reads them (your store's name and number included). The count is under the box.

• Under the box, in grey with a lock, is the closing line that is added to every text. It is shown so you see the whole text. To change your business name or address, edit your Sender details.

• A link shortener (like bit.ly) is not allowed: carriers filter those texts. Write the full address instead.

• To go back to our wording, select Use our wording, then Save.

Your words are sent as you write them, in whichever language you write them.

• It goes from the number the customer called, while that number is still on your line.

• It is included: it costs nothing.

When it goes, and when it does not

The text goes once the call is filed as a missed callback, between 9 a.m. and 9 p.m. on the customer's clock. A call missed in the evening gets its text the next morning.

No text goes when:

• the customer already called again and someone answered, or they already texted your line;

• they opted out. See Opt-outs;

• the number is a landline or an internet phone line;

• they got one in the last 7 days, however many times they called;

• the caller is one of your own phones, or the call comes from a number outside Canada;

• the call reaches the dashboard long after it ended: the moment has passed;

• your campaign line is not active.

Where you see it

• In the Inbox, the conversation shows it as "Automatic text after a missed call". See The Inbox.

• On SMS delivery, under Replies, it reads "Text-back". See What became of each follow-up text.

• On a campaign's page, under Follow-up texts, the conversation shows it as "Automatic text after a missed call".

The missed call itself is on Callbacks, matched to its campaign. Counts calls to that number only. See Callbacks.

Related

• One phone, or a ring group

• The follow-up text

• The Inbox

• Alerts and the daily summary