Automate Missed Calls: GoHighLevel Text-Back Workflow

Who this is for

GoHighLevel agency owners and their clients who want to improve lead communication, reduce missed opportunities, and enhance customer service by automatically engaging callers who don't connect with a live agent.

What you'll build

You will build a GoHighLevel workflow that automatically sends a customizable text message to any incoming caller whose call goes unanswered or is missed, providing a prompt way for them to re-engage or get immediate assistance.

Step by step

1. Navigate to Workflows: In your GoHighLevel sub-account, go to Automation > Workflows.

2. Create New Workflow: Click 'Create workflow' then 'Start from scratch' or choose a relevant recipe if one exists, and click 'Create New Workflow' again.

3. Set Workflow Trigger: Click 'Add new workflow trigger'. Select 'Customer Replied' (under Contacts) or 'Call Status' (under Call Reporting) depending on your setup. A common trigger is 'Call Status', then filter by 'Missed Call'. Ensure 'Call Direction' is 'Incoming' if applicable.

4. Add 'Wait' Step (Optional): If you want to allow a brief moment for a live agent to call back, add a 'Wait' step for 30-60 seconds after the trigger. Set the 'Time Delay' accordingly.

5. Add 'Send SMS' Action: After the trigger (or wait step), click the '+' icon and select 'Send SMS'.

6. Compose SMS Message: Type your desired missed call text-back message. Include custom values like {{contact.first_name}} or {{location.name}}. Example: "Hi {{contact.first_name}}, we just missed your call! How can we help you today? Reply to this message, and we'll get back to you shortly. - {{location.name}}"

7. Add 'Tag Contact' Action (Optional but Recommended): Add an action to 'Add Contact Tag' (e.g., "Missed Call Auto-Text Sent") for tracking and future segmentation.

8. Save and Publish: Name your workflow, save it, and then toggle 'Activate' to 'Publish' it. Test the workflow by calling your GHL number and letting it go to voicemail or remain unanswered.

Common mistakes

• Not testing thoroughly: Always test the workflow with a real call to ensure it triggers and sends the SMS as expected.
• Missing trigger filters: Failing to correctly set the 'Call Status' to 'Missed Call' or 'Call Direction' to 'Incoming' can lead to the workflow not firing or firing incorrectly.
• Generic messages: Using a bland, unpersonalized message that doesn't encourage a reply. Leverage custom values for better engagement.
• No follow-up plan: Sending an auto-reply is good, but ensure there's a plan or another workflow to manage responses to the auto-text.
• Forgetting to publish: Creating the workflow but forgetting to switch the 'Activate' toggle to 'Publish' will prevent it from running.