# Missed-call text-back launch checklist

By Arsalan Zaffar, RevSet Labs. September 28, 2026.
Guide: https://revsetlabs.com/resources/missed-call-text-back-home-services/
Use consenting test numbers. This is an implementation worksheet, not a legal determination or proof of client results.

## Decisions before setup
- Business number, carrier, forwarding destination, voicemail behavior:
- Final call states that trigger recovery:
- SMS sending number and reply inbox:
- Messaging eligibility source and suppression rules:
- Staffed hours, timezone, holidays:
- Repeat-call policy for an active inquiry:
- Primary owner, backup, and overdue escalation:
- Service area and requests requiring human review:
- Appointment type: phone callback or site visit:

## Minimum record
Call ID; call timestamp; contact; request; messaging eligibility; send attempt; delivery status; reply; assigned owner; callback reservation and timezone; callback outcome; next action; suppression state.
Do not store unnecessary personal information in test evidence.

## Acceptance tests
For each case record Expected / Observed / Pass or issue / Reviewer.
1. Human answers: no missed-call greeting.
2. Unanswered eligible call: one greeting and a recoverable record.
3. Voicemail or forwarding: final status matches intended trigger.
4. Duplicate event: no duplicate send or task.
5. Repeat caller: preserve call history; apply agreed repeat-call policy.
6. Existing customer: route support and billing away from new sales.
7. Closed office or holiday: accurate opening time and next-shift owner.
8. Opt-out: suppress further workflow texts.
9. Unsupported number or failed delivery: visible callback task, no endless retries.
10. Customer selects slot: confirm only after reservation and owner assignment succeed.
11. Human takes over: pause generic automated prompts.
12. Callback overdue: backup owner receives actionable work.
13. Calendar rejects slot: no false confirmation; offer a valid alternative.
14. Out-of-area or urgent request: approved human review; no invented dispatch promise.

## Weekly review
Use one defined inquiry cohort. Record unique missed-call inquiries, repeat calls, eligible inquiries, delivered texts, replies, scheduled callbacks, connected callbacks, booked visits, and completed jobs separately. Review unassigned and overdue work. Compare like-for-like periods; a text sent is not a sale recovered.

Implementation: https://revsetlabs.com/solutions/lead-response/
Consultation: https://revsetlabs.com/consultation/