> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Missed call text back

> Automatically send an SMS reply when an inbound call is missed — setup, customization, and workflow integration.

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.

***

## 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

***

## Enabling missed call text back

<Steps>
  <Step title="Go to phone number settings">
    Navigate to **Settings → Phone Numbers** and select the number you want to configure.
  </Step>

  <Step title="Enable the feature">
    Toggle on **Missed Call Text Back**.
  </Step>

  <Step title="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]."*
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save">
    Click **Save** to activate.
  </Step>
</Steps>

***

## 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 |

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

***

## 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:

<Steps>
  <Step title="Create a workflow">
    Go to **Automation → Workflows** and create a new workflow.
  </Step>

  <Step title="Set the trigger">
    Choose **Call Status Changed** and filter by status **No Answer** or **Voicemail**.
  </Step>

  <Step title="Add conditions (optional)">
    Use If/Else to check tags, business hours, or contact properties before sending.
  </Step>

  <Step title="Add a Send SMS action">
    Compose your text-back message with full template and merge field support.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

***

## 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