How it works
- A caller dials your HoopAI phone number
- The call is not answered (goes to voicemail, times out, or is declined)
- After a configurable delay, the platform sends an automatic SMS to the caller
- The caller can reply, starting a two-way SMS conversation
Enabling missed call text back
Go to phone number settings
Navigate to Settings → Phone Numbers and select the number you want to configure.
Customize the message
Write your auto-reply message. Use merge fields like
{{contact.first_name}} and {{location.name}} for personalization.Example: “Hi {{contact.first_name}}, sorry we missed your call! How can we help? Reply here or book a time at [booking link].”Set the delay
Choose how long to wait before sending the text (default is 1 minute). A short delay avoids texting someone whose call you are about to return.
Which calls trigger the text back
| Call outcome | Text sent? |
|---|---|
| Missed (no answer, timeout) | Yes |
| Sent to voicemail | Yes |
| Declined by user | Yes |
| Answered and completed | No |
| Caller hangs up before ring | Depends on setting |
The text back only fires once per contact within a 24-hour window to avoid sending duplicate messages for repeated missed calls.
Excluding certain numbers
You may want to prevent text-backs to certain callers:- Known spam numbers — add them to the DND list
- Internal team numbers — tag team members’ contacts and use a workflow condition to skip them
- Existing active conversations — enable the “Only text new contacts” option if available, or handle via workflow logic
Workflow integration
For more advanced logic, use a workflow instead of (or in addition to) the built-in text back:Add conditions (optional)
Use If/Else to check tags, business hours, or contact properties before sending.
Best practices
- Keep the message short and actionable — include a booking link or ask a question
- Set a 1–2 minute delay so you have time to call back before the text fires
- Use merge fields to personalize the message
- Monitor your SMS metrics to track reply rates from text-backs
- Disable during known downtime to avoid confusing responses