How it works
Your phone system notices a call that was not answered and sends the caller a text from your business number. When they reply, the text lands in a shared inbox or your CRM, where someone picks it up. Many phone and CRM tools offer this, including GoHighLevel, RingCentral and systems built on Twilio. The details that matter are which number the text comes from, where replies go and who is told.
What the first text should say
- Who you are, by business name
- That you missed their call and will get back to them
- One easy question, such as what they need or when suits them
- How to stop texts, for example by replying STOP
Keep it short and human. A booking link can help for businesses that take appointments; see booking systems.
Rules to check first
In the US, business texting from a local number usually needs A2P 10DLC registration through your provider, and unregistered messages may be blocked or filtered. A text replying to someone who just called you is different from a marketing message, but follow-up marketing texts need the person's consent. Honour STOP replies straight away. Your provider's compliance pages are the place to confirm what applies to you.
Calls from landlines cannot receive texts. A number lookup before sending avoids failed messages and lets you route those callers to a callback list instead.
Make sure replies are followed up
The text is the easy part. The value comes from what happens next: the reply creating a lead in your CRM, the right person being told, and a reminder if nobody answers within the hour. That is the same follow-up work covered in lead follow-up automation.
How to start
Check whether your current phone system or CRM already has the feature, and whether your number is registered for texting. If it is spread across several tools, or replies are getting lost, workflow automation can join the pieces together.
Updated 2026-10-24. General guidance, not advice for your situation; we scope each project in writing before any work starts.
Questions people ask first
Do I need a new phone number?
Not usually. Many providers can add texting to your existing business number, though some need it moved or registered first.
Will it text people who call by mistake?
It texts any missed caller unless you exclude numbers. Most setups let you skip known contacts, staff and blocked numbers.
What if the caller is on a landline?
The text will not arrive. A number lookup can spot landlines and put them on a callback list instead.
Can the reply go straight into my CRM?
Yes, if your CRM connects to your phone or texting tool. That is the step most worth getting right.
Tell us what you need built.
Tell us the process and the tools involved, or call. We reply with questions or a written scope.
hello@pushbuild.com