Why it matters
Why send an SMS after a missed call?
A customer who could not reach you is one tap away from calling someone else. A text that arrives within seconds — “We missed your call, we will get back to you shortly” — keeps the conversation with you, lets the customer reply by text and gives your team a visible task.
- Builds trust: the customer knows the call was noticed
- Opens a text conversation — many customers prefer to reply by SMS
- Carries a link: booking page, order status, FAQ or a call-back request
- Reduces repeat calls and queue load at peak times
How it works
How does the SMS after a missed call work?
A call is missed
In a queue, on an extension or outside opening hours.
The SMS goes out
From your business number, using the template for that queue, with the customer’s name and a link if you like.
The team is notified
A message lands in the 3CX chat and the missed call shows in the queue and the mobile app.
The reply comes back
The customer’s text arrives in 3CX or the SMS center, next to the call history.
Options
What can be set up?
Templates per queue and per time of day, different texts for business hours and after hours, and a follow-up call-back when an agent is free.
- Templates with variables: name, queue, opening hours, links
- Different messages for business hours and after hours
- Combined with the automatic call-back
- Reporting: texts sent, replies received, calls returned
FAQ
Frequently asked questions
Which number does the SMS come from?
From your Plus1CX business number with SMS enabled — a US local number or an existing number ported to Plus1CX.
Can the customer reply?
Yes. Replies arrive in 3CX or in the SMS center as a two-way conversation, next to the call history.
Does it work after hours?
Yes. A separate template can say when you open and offer a call-back or a booking link.
Does it work with our phone system?
The solution connects to 3CX and to other phone systems (PBX) that can report missed calls.
Related solutions
Send the first text within a day
Tell us which queues miss calls and what the customer should read.
Request the solution
Tell us which queues miss calls and what the customer should read. Only the email address is required.