Text-back automatically messages the caller who got no answer — often within seconds. You recover sales you were losing without ever knowing.
As soon as a call that entered a queue goes unanswered and has not been called back, the system sends an SMS to the caller's number. You write the message, and it can differ from one queue to another: someone calling service should not get the same text as someone calling sales.
A text sent at the wrong moment does more harm than no text at all. The trigger is therefore deliberately strict: the call must have entered a queue and waited at least ten seconds without being served. Immediate hang-ups and direct calls to an extension trigger nothing. A caller who hung up in a queue but was eventually picked up by an extension is also excluded — they were served, so they should not receive an apology.
Alongside the automatic text, a live list shows missed customers who have not been called back yet. It counts people, not calls: a customer who tried three times appears once, with their number of attempts. As soon as one of your extensions calls them back — or they call again and get an answer — they drop off the list automatically.
No. The system sends only one message per customer within a given period, and only if the call entered a queue and waited at least ten seconds without an answer. A caller eventually served by an extension receives nothing.
Yes. You define the sending hours and days. Outside that window, no message goes out.
Yes. Replies arrive in a two-way SMS inbox where your team continues the conversation, with full history per customer number.
Yes. Each call queue can have its own sender number, so every location or department texts from its own number.
Open the live demonstration — real functionality, fictional data, no signup. Or talk to an expert who will show you what it would look like on your 3CX.