More Reliable Missed Call Text Back: Smarter Number Selection

TL;DR

Missed Call Text Back functionality has been improved to ensure messages are sent reliably by automatically selecting an eligible sending number. No action is required from agency owners.

Who this affects

HighLevel has not confirmed who this specifically affects. Based on the feature, any agency or SaaS entrepreneur using the Missed Call Text Back feature within their sub-accounts will benefit from this change. This update is likely to be relevant for all plan levels and sub-account setups using this feature.

What changed

HighLevel has updated its Missed Call Text Back system for increased reliability. Previously, the system attempted to send SMS from the number the customer called. This often led to failures if that number was primarily for receiving calls or was not SMS-eligible. The new system addresses this by intelligently selecting an eligible number for sending text-backs.

Here's the breakdown of the new logic:

• The system will first try to send the text-back from the number the customer originally called, provided it can send SMS.
• If the original calling number cannot send SMS, the system will search for an eligible sending number in a specific order:
  • First, a number previously used to message the contact.
  • Next, the location's default outbound number.
  • Finally, another eligible messaging number available in the location.
• This means that in some cases, the SMS might come from a different number than the one the contact originally called.
• Importantly, answered calls will not trigger a text back.
• If Missed Call Text Back is disabled in Phone System settings, no message will be sent.
• Contact communication preferences and Do Not Disturb (DND) settings will continue to be respected by the system.
• Should no eligible number be found for sending, the failed attempt and the reason for failure will be visible within the conversation.

HighLevel has not confirmed any limits or plan gating associated with this update. HighLevel has not confirmed the rollout status for this feature.

Where to find it

This feature change impacts the Missed Call Text Back functionality, which is managed within the Phone System settings. HighLevel has not published the exact navigation path, but the settings for Missed Call Text Back will be located in the Phone System configuration for each sub-account.

How agencies will use this

Consider an agency managing lead generation for a plumbing client. A potential customer calls the plumbing company's tracking number, which is primarily set up for call forwarding and not SMS. The call goes unanswered. Previously, the Missed Call Text Back would likely fail because the system tried to send the SMS from the non-SMS-enabled tracking number. With this update, the system will now automatically detect that the tracking number can't send SMS. It will then search for another eligible number, perhaps the sub-account's default outbound number, and successfully send the text-back. This ensures the missed lead still receives the automated follow-up message—e.g., "Sorry we missed your call! How can we help?"—improving lead engagement and conversion rates without manual intervention or configuration changes by the agency.

Our take

This is a practical, behind-the-scenes improvement rather than a flashy new feature. It directly addresses a pain point that could lead to missed opportunities for clients and frustration for agency owners. While not a monumental shift, it makes the existing Missed Call Text Back feature more robust and reliable. This means less troubleshooting for failed messages and better lead capture for clients, especially for those using various types of numbers in their marketing. It's a small update, but one that contributes to the overall stability and effectiveness of HighLevel's communication tools.