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Missed Call Text Back automatically sends an SMS to callers when their call goes unanswered. This ensures no lead goes cold just because you could not pick up the phone.

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How it works

  1. A caller dials your HoopAI phone number
  2. The call is not answered (goes to voicemail, times out, or is declined)
  3. After a configurable delay, the platform sends an automatic SMS to the caller
  4. The caller can reply, starting a two-way SMS conversation

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Enabling missed call text back

1

Go to phone number settings

Navigate to Settings → Phone Numbers and select the number you want to configure.
2

Enable the feature

Toggle on Missed Call Text Back.
3

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].”
4

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.
5

Save

Click Save to activate.

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Which calls trigger the text back

The text back only fires once per contact within a 24-hour window to avoid sending duplicate messages for repeated missed calls.

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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

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Workflow integration

For more advanced logic, use a workflow instead of (or in addition to) the built-in text back:
1

Create a workflow

Go to Automation → Workflows and create a new workflow.
2

Set the trigger

Choose Call Status Changed and filter by status No Answer or Voicemail.
3

Add conditions (optional)

Use If/Else to check tags, business hours, or contact properties before sending.
4

Add a Send SMS action

Compose your text-back message with full template and merge field support.
5

Add follow-up steps

Chain additional actions — send an email, create a task for callback, notify a team member, or add the contact to a nurture sequence.
The workflow approach gives you branching logic (e.g., different messages during business hours vs. after hours) and the ability to add multi-step follow-up sequences.

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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
Last modified on March 7, 2026