What is missed-call text-back, and how does it work?

Missed-call text-back is a simple idea: if someone calls your business and nobody answers, they get a text message from you within seconds. Instead of hearing voicemail and moving on, they get a friendly reply and a reason to wait for your call.

How it works, step by step

1. Your phone rings as normal and you answer if you can.
2. If the call isn't answered, your phone provider forwards it to the text-back system. This is called conditional call forwarding, and most Canadian carriers support it.
3. The system immediately texts the caller from your business number or a dedicated local number.
4. The caller replies with what they need. Their answer is sent to your phone, ready for you to call back.

What a good text-back message looks like

Hi, it's Peel Comfort Heating. Sorry we missed your call, we're on a job right now. What do you need help with, and what's your postal code? Reply STOP to opt out.

• It names your business, so the caller knows who's texting.
• It explains why you didn't answer, without excuses.
• It asks one or two useful questions to help you prioritise.
• It never promises a price or arrival time.
• It includes a clear way to opt out.

Is it allowed in Canada?

Canada's anti-spam legislation (CASL) covers commercial electronic messages, including texts. Replying to someone who just called your business is generally treated as a response to their inquiry, and messages must identify your business, give contact information and offer an easy way to unsubscribe. Bulk texting to purchased lists is a different thing entirely and should be avoided. This is general information, not legal advice.

Who it's best for

Any business where calls come in while the owner or crew is working: HVAC, plumbing, electrical, roofing, garage doors, renovation, landscaping, cleaning and more. It's most valuable where callers have urgent problems and call several companies at once.