Aroha AI

Missed-call text-back: what to send, and when

Why a text in the first minute after a missed call wins jobs back, what the message should say, the rules that keep it legal and polite, and how to switch it on.

When you miss a call, the caller does not wait. Most ring the next business on the list. A study of 16.7 million missed calls to small businesses by Quo found 69% were not returned within two days. A text in the first minute says "we saw you, we will help", and that is often enough to stop the next call.

What it is

Missed-call text-back sends an automatic text to anyone whose call you did not answer. It goes from your business, straight away, and gives them a way forward: a time you will ring back, or a link to book.

It works best as a safety net under an answering service, not a replacement for one. If a receptionist answers every call, text-back only fires on the calls that drop before anyone picks up.

What the text should say

Keep it short, use your business name, and give one clear next step. For example:

  • "Hi, it's Harbour Plumbing. Sorry we missed you. Book a time here, or reply with what you need and we'll ring you back."
  • "Hi from Bower Hair. We're with a client. Reply with a day that suits, or book online and we'll confirm."

Avoid anything that reads like a marketing blast. No offers, no emojis, no "Dear valued customer".

Rules that keep it legal and polite

  • Honour opt-outs: anyone who replies STOP must never be texted again.
  • Respect quiet hours: a missed call at 11pm can get its text at 7am.
  • Send one text per missed call, not a series. If they call twice in five minutes, one text covers both.
  • Only text numbers that can receive texts. Landlines cannot, and a good system skips them.

How to switch it on in Aroha

In your workspace, open Autopilot and add the recommended "text back every missed call" playbook. It is added switched off, so you can read the message and change the wording before anyone receives it. Then switch it on. Texts carry your business name and your booking link, opt-outs are handled automatically, and nothing goes out in quiet hours.

If your calls are forwarded to your Aroha receptionist, most will be answered, and text-back catches the rest. If you are not forwarding yet, our guides to forwarding in New Zealand and in the US, Canada, UK and Australia take about two minutes.

Does it annoy people?

Not when it is useful. A caller who rang you wants something. A text that offers a time or a booking link is the fastest way to give it to them, and it is easier to reply to than to ring again.

Questions

Will a text-back work on a landline caller?

No, landlines cannot receive texts. A good system checks the number first and skips landlines, so those callers need an answering service instead.

How fast should the text go out?

Within a minute or two. The point is to reach the caller before they ring someone else.

Can I change what the text says?

Yes. In Aroha the playbook is added switched off so you can edit the wording first. See what else it does on the features page.