The GoHighLevel missed call text-back feature sends an automated SMS message whenever an incoming call goes unanswered.
This shows the caller they are not being ignored and gives the business another opportunity to act before the lead goes cold.
- Missed call text-back is automatically enabled for all new sub-accounts
- The missed call text message can be fully customized and personalized
- Use the workflow recipe to gain advanced functionality of this feature
What Is the GoHighLevel Missed Call Text-Back Feature?
It’s not always possible for a business to answer every call it receives. Therefore, GoHighlevel provides a missed call text-back feature that automatically sends a customized text to any calls that are not picked up.
This works by using a GoHighLevel automation process which triggers an SMS notification for every missed call a specific sub-account experiences.
The Advantages of Using GoHighLevel Missed Call Text-Back
If a potential customer’s call goes unanswered, it is a missed opportunity and one that is very difficult to gain back. This is generally because the caller will straight away move on to calling another business until one picks up.
By sending an SMS immediately after a call is missed, you get a second chance at capturing that lead as it shows the caller that you are not ignoring or disregarding them.
Additionally, you can set up this feature so that a member of the business gets a notification that someone has tried to call. This allows them to act on it right away instead of letting the lead go cold.
The ultimate aim of missed call text-back is to gain business where it otherwise would have been lost.
How to Configure Basic GoHighLevel Missed Call Text-Back (Step by Step)
Step 1: Log into GoHighLevel and head to the relevant sub-account. Click “Settings,” found in the bottom left corner.
Step 2: Click “Business Profile,” found in the left-hand menu, and then scroll right to the bottom of the screen until you see the “Missed Call Text-Back” section.
Step 3: Ensure the checkbox to enable the text back feature has been ticked. Next, write and customize your text message in the box provided.
Step 4: To personalize the message, you can add custom values. To do this, click the tag icon to the right of the text box. Choose from the available values and click to add them.
For example, you can add calendar links so the caller can book an appointment.
Step 5: When you are done creating your message, be sure to test it out by adding your mobile number in the box provided and clicking “Send Test.”
If it all looks good, go ahead and save the message by clicking the blue “Save” button.
How to Use the Missed Call Text-Back Workflow Recipe (Step by Step)
When using the basic missed call text-back feature outlined above, one problem you definitely want to avoid is sending the same text message over and over again if the caller calls multiple times.
This is exactly what will happen unless you use the GoHighLevel missed call text-back workflow recipe to prevent it.
Additionally, the workflow recipe offers enhanced settings and customization that the basic feature outlined above lacks. Therefore, in most cases, it is better to use this method with your sub-accounts.
Step 1: Head to the relevant sub-account and select “Automation.” Then, select the “Missed Call Text-Back” recipe.
Step 2: At the top of the workflow, you have the trigger. So this workflow will be triggered when a call is missed, busy, or if it goes right to voicemail.
Clicking on the trigger section will bring up a right-hand menu where you can add more trigger options if you wish.
Step 3: The next three steps in the workflow are straightforward:
- Slight Delay: This determines the amount of time between the missed call and when the text is sent to the caller. It’s set at 0.2 minutes, but you can click and change this if you like.
- Assign to User: This assigns the call to one of the users in the sub-account. This is important for later in the workflow. Click the step and choose the user from the dropdown.
- Add Contact Tag: When the caller’s information gets added as a contact in GoHighLevel, you can choose to assign any relevant tags. Click the step and choose which tags to add.
Step 4: The next workflow step is “SMS to Lead.” This is the message that gets sent to the caller. Customize this as needed then hit “Save Action.”
Step 5: The “Push Notification to Assigned User” will send a notification to whoever you assigned as the user earlier in the workflow.
For example, if there is a staff member who usually deals with callbacks, you can assign them as the user. They will get a notification on GoHighLevel that a call came in and was missed.
You can customize the notification message however you like, but there’s a default message already created, so it’s not essential to do so.
Step 6: Finally, you can also send out an SMS to the assigned user with much the same information as the push notification.
This is useful if the assigned user is not at their desk and may otherwise miss the notification.
Step 7: Finally, there’s an important setting in the workflow that we need to check. Scroll to the top of the workflow screen and click “Settings.”
Step 7: A screen of options will appear. Make sure “Allow Re-Entry” is toggled to the off position. This means that once the caller has gone through the workflow, they will not enter it again if they call back again.
This is what prevents the caller from receiving multiple identical textbacks if they call several times.
Step 8: When you’re done, toggle the publish button in the top-right corner of the on position and then hit “Save.”
Frequently Asked Questions
You can find the GoHighLevel missed call text-back feature in the “Business Profile” section of a sub-account’s settings. Alternatively, you can use the missed call text-back workflow recipe found in the “Automation” section of any sub-account.
GoHighLevel missed call text-back is enabled by default for any sub-accounts created after August 2021. However, you can manually disable this feature by heading to the sub-account’s business profile settings.
You can track missed call text-backs if you have connected Google My Business with the relevant sub-account in GoHighLevel.