Missed-Call Text Back

Overview

The missed-call text back feature in Inbox ensures that your business can promptly respond to incoming calls, even when they go unanswered. Whether a call is missed because the line is busy, or the caller hangs up before it is answered, this feature allows you to send an automatic text message to the caller. Alternatively, businesses can choose to send a text to all callers immediately.

This functionality helps businesses maintain strong communication with their customers, reduce the chances of losing leads to competitors, and ensure a positive customer experience.

Benefits

• Instant Communication: Ensures customers receive a response within seconds, even after hours or during busy times.

• Improved Customer Experience: Demonstrates responsiveness, increasing customer satisfaction.

• AI Integration: If enabled, AI can respond to the customer’s text, answering questions and providing value immediately.

How to Enable Missed-Call Text Back

Enabling Missed Called Text Back is a two-part process- first you'll configure the settings in the Business App, then you'll enable call forwarding from your Phone Service Provider to Broadly.

1. Access Settings

   • Navigate to neighborly.broadly.com > Administration > Inbox Settings > Phone & SMS.

2. Configure Text Back Preferences
   • Click the "Configure" button
   • Click into the drop down menu below "When a call is received..."
3. Determine Your Call Flow
   
   • Forward the call
     • Choose this option if you wish to redirect unanswered calls to another number after it comes through Broadly, ie. you want the call to continue to a voicemail box or an answering service
     • Enter the phone number for the voicemail box or answering service in the "Forward to" field.
       • Important: the number must contain the "+1" prefix international dialing code and area code
     • Enable the "Follow up with an SMS message" toggle
     • Select one of the timing options:
       • "Immediately" A text message is sent immediately whenever a call is made to your Inbox number. 
       • "If the forwarded call is missed" A text message is sent only when a call is deemed unanswered.
         • 
   • End Call
     • Choose this option if you want the call to end when it reaches Broadly and result in an immediate text to the caller. Toggle on "Play a voice message before ending the call" and write the content of that voice message in the text box below. The message will be read by Voice AI. If you leave this toggle off, the phone call ends in a "fast busy" signal. 
     • 

4. Customize Your Text Message

   • Craft a professional and concise message. Include:

     • Your business name.

     • Any relevant follow-up information.

     • An opt-out option if required by your region’s regulations (e.g., “Reply STOP to opt out”).

   • Example Text Back Message: “Hi, this is [Your Business Name]. We noticed you tried to call us but couldn’t reach us. How can we assist you? Reply to this message, and we’ll get back to you shortly. Reply STOP to opt out.”
   • Be sure to click Save 
5. External: Enable Call Forwarding via your Phone Service Provider
   • Your business likely uses a Phone Service Provider, ie. Clarity, RingCentral, etc. We recommend contacting your Phone Service Provider for their assistance in this step of the process.
   • You will need to route calls from your customer-facing phone number to your Broadly Assigned Number (Administration > Inbox Settings > Phone & SMS > Assigned Number)
   • Be sure to determine at what point in a call you want it to be deemed 'missed' and trigger a text, ie. after 5 rings, after 30 seconds, etc.
6. Optional: Enable AI Responses 
   • Go back to Inbox Settings > Phone & SMS > Toggle on the "Enable AI responses"
   • Turn on AI functionality to allow automated replies to customer responses. This ensures customers receive immediate assistance, even through text.

Example Text Back Message “Hi, this is [Your Business Name]. We noticed you tried to call us but couldn’t reach us. How can we assist you? Reply to this message, and we’ll get back to you shortly. Reply STOP to opt out.”

Why Use Missed-Call Text Back?

• Quick Responses: Keeps your business top-of-mind for customers by responding instantly, reducing the likelihood of them reaching out to competitors.

• Enhanced Productivity: AI-driven replies can handle common inquiries, saving your team time.

• Improved Customer Retention: A responsive approach builds trust and loyalty among your customers.

Enable the missed-call text back feature today to ensure no customer inquiry goes unanswered, and your business remains the most responsive option for your audience.