Overview

A missed call can be a missed opportunity, and your follow up text should not fail simply because the number your customer called cannot send SMS.

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

We’ve improved this experience. AXCRM will now automatically choose an eligible sending number, helping more of your missed call follow ups reach your customers while staying aligned with messaging requirements.

The result is simple: more missed callers receive your follow up message, while your texts stay aligned with messaging requirements.

What’s New?

Your Missed Call Text Back Has a Better Chance of Reaching the Customer

When a customer calls and you miss them, we’ll still try to text them back from the number they called first, as long as that number can send SMS.

If it can’t, system will automatically look for the next best option:

1. A number you’ve successfully messaged this contact from before

2. Your default outbound number

3. Another eligible messaging number available in the location

This is especially helpful 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’ll use an eligible number when one is available.

What Will Your Customers Notice?

Most of the time, nothing changes. The missed caller simply receives your follow up as expected.

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

Why It Matters

When someone calls your business and you cannot answer, that first follow up can be important for keeping the conversation going.

With smarter number selection, you can:

• Reach more missed callers instead of losing the follow up because one number cannot send SMS

• Keep follow ups automatic without manually managing which number should be used

• Stay aligned with messaging requirements such as A2P and toll free verification

• Respond to potential leads sooner and keep conversations moving even when you miss the initial call

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.

Good to Know

• Answered calls will 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 will 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.