Smarter Missed Call Text Back Number Selection

Missed Call Text Back now has smarter sending-number selection. If the number a customer called cannot send SMS, SMBcrm can automatically choose another eligible messaging number in the account.

This helps more missed call follow-ups reach customers while keeping messages aligned with messaging requirements.

What Changed

Previously, Missed Call Text Back tried to send the follow-up SMS from the same number the customer called. Some numbers are designed mainly to receive calls or may not currently be eligible to send SMS, which could cause the text back to fail.

With this improvement, SMBcrm still tries to text back from the number the customer called first, as long as that number can send SMS. If it cannot, the system looks for the next best option:

1. A number that has successfully messaged the contact before
2. The default outbound number
3. Another eligible messaging number available in the account

This is especially useful when missed calls come through number pools, call tracking numbers, unverified toll-free numbers, or other numbers that are not eligible to send SMS.

What Customers May Notice

Most missed callers will simply receive the follow-up message as expected.

In some cases, the SMS may come from a different number than the one they originally called. That happens when SMBcrm selects a number that can send the message instead of letting the follow-up fail.

Why It Matters

When a business misses a call, an automatic follow-up can help keep the conversation moving. Smarter number selection helps you:

• Reach more missed callers when one number cannot send SMS
• Keep missed call follow-ups automatic
• Stay aligned with messaging requirements such as A2P and toll-free verification
• Respond to potential leads sooner after a missed call

Good to Know

• Answered calls continue to work as before and do not trigger a text back.
• If Missed Call Text Back is disabled in Phone System settings, no message is sent.
• Contact communication preferences and DND settings continue to be respected.
• If no eligible number is available, the failed attempt appears in the conversation with the reason.

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