# Missed-call follow-up

Version: 1.0.0

Give every missed call an owner, a next action, and a clear stopping point.

## Purpose

Recover a useful conversation after a missed call without repeated, uncoordinated outreach. A small shared tracker is enough; a paid CRM is not required.

## Prerequisites

- A business phone log and an approved place to record callback ownership, due time, attempts, and outcome.
- Agreed staffed hours, a realistic first-response target, and a backup person for absence.
- Approved channels and message wording. Confirm contact permission and stop requests before sending messages.

## Responsible roles

- **Intake owner:** Reviews missed calls, checks for duplicates, and assigns each callback.
- **Callback owner:** Makes the attempt, records the outcome, and schedules the next action.
- **Backup or manager:** Takes unclaimed or overdue callbacks and resolves complaints.

## Steps

1. **Capture and deduplicate.** At each agreed review time, compare the call log with open callbacks. Combine repeat calls about the same request; keep the most recent context in your business system.
2. **Assign one owner and a due time.** Record who will call back and when. For an after-hours call, use the next staffed period. Do not promise an immediate response unless someone is available.
3. **Acknowledge using an approved channel.** Where permitted, send a short acknowledgment identifying the business and the next step. Do not include sensitive details or promise a booking before checking availability.
4. **Make the callback.** Check whether another teammate has already responded. Call, listen to the request, and record the outcome as reached, voicemail, wrong number, or no answer.
5. **Set the next action.** Agree a specific next step when reached. For no answer, use your agreed retry schedule and attempt limit; record the next due time rather than leaving the item open indefinitely.
6. **Escalate and close.** Have the backup review overdue callbacks each staffed day. Close when resolved, declined, invalid, opted out, or after the agreed final attempt. Record the reason.

## Exceptions

- An urgent safety concern goes to the business's established emergency procedure, not an ordinary callback queue.
- Wrong numbers and stop requests end outreach; update the business system so other teammates do not resume it.
- A complaint, refund request, or request outside the business's scope goes to the designated decision maker.
- If the assigned person is unavailable, explicitly transfer ownership and the next action to the backup.

## Example messages

Adapt placeholders to your approved business process. These are examples for review, not messages sent by MagicAiFlow.

### Acknowledgment

> Hi [first name], this is [name] at [business]. Sorry we missed your call. I can call you back during [staffed time window]. Is there a better time to reach you?

### Final planned attempt

> Hi [first name], [name] at [business] here. I haven't been able to reach you, so I'll close this callback for now. If you still need help, please contact us at [business number].

## Measurement checklist

- Count eligible missed-call requests and callbacks assigned an owner and due time.
- Measure time to first human attempt during staffed hours; show the sample size and reporting period.
- Count callbacks still overdue at the daily review and identify the responsible owner.
- Track reached, resolved, declined, invalid, opted out, and attempt-limit outcomes separately. Do not equate an attempted call with a recovered sale.

## Related guides

- [Estimate and proposal follow-up](https://www.magicaiflow.com/resources/workflows/estimate-proposal-follow-up)
- [Appointment reminders and no-show recovery](https://www.magicaiflow.com/resources/workflows/appointment-reminders-no-show-recovery)

## Next step

[Explore the business checks](https://www.magicaiflow.com/resources/business-checks). Public guides are free; private findings require sign-in. Checks evaluate supplied information, not independently verified business records, and do not send messages or change customer systems.

[Prompt Library](https://www.magicaiflow.com/dashboard/prompts) and [SOP Library](https://www.magicaiflow.com/dashboard/sops) use existing sign-in and access rules.