Missed-Call Recovery Playbook

Link

2

Link Name

Speed-to-Lead

Loop Step

Repair

Role

workflow

Purpose

Prevent unanswered inbound calls from becoming lost opportunities by defining the end-to-end recovery sequence from missed-call detection to booked appointment or a clean stop.

Consolidation Note

This Playbook is the canonical OPERATIONAL version of ShiFt's missed-call recovery guidance. It absorbs and improves the earlier 'Missed-Call Recovery Template'. The public marketing page at /resources/missed-call-recovery remains the outward-facing explainer and is NOT a competing operational asset; it should point to this Playbook as the implementation instrument. Do not create a second customer-facing name for this workflow.

What To Measure

Missed-call callback time, text-back rate, recovery contact rate, and recovered-to-booked rate for inbound missed calls.

Critical Distinction

Note

These are different events and must be tagged differently, or your metrics will lie.

Missed inbound call

A prospect CALLED YOU and no one answered. The lead is warm and expecting a human — recover immediately.

Failed outbound contact attempt

YOU called the lead and did not connect. This is a retry event under RLR-11 cadence / RLR-24, not a missed inbound call. Do not count it as a missed call in RLR-10.

Operating Sop

Sequence Timeline

Note

Timings are operator-configurable — the operator sets real values from RLR-11's MISSED_CALL class. Presented as a sequence, NOT as a universal legal requirement.

Templates

Text back immediate

Hi [First Name], this is [Business Name] — sorry we missed your call about [Reason for Inquiry]! We're calling you right back. If it's easier, reply here or book a time: [Booking Link]

Callback opener

Hi [First Name], it's [Responder Name] at [Business Name] returning your call — sorry we missed you. Is now a good time to help with [Reason for Inquiry]?

Voicemail

Hi [First Name], [Responder Name] from [Business Name] returning your call about [Reason for Inquiry]. I'll text you so you have my number — reach me directly at [Callback Number]. I'll try you again shortly.

Reconnect sms

Hi [First Name], [Responder Name] with [Business Name] — still want to help with [Reason for Inquiry]. Reply here, call [Callback Number], or grab a time: [Booking Link]

Escalation Rules

Note

Ties directly to RLR-15.

Crm Disposition Requirements

Note

Every recovered call must end in a recorded disposition so RLR-10 can re-measure.

Required Fields

channel=missed_call; received_at; first_attempt_at (callback); text_back_sent (bool + time); attempts_before_contact; first_two_way_at; appointment_booked; final_disposition

Disposition Values

recovered_and_booked; recovered_not_booked; contacted_not_qualified; no_contact_stopped; spam_or_invalid; moved_to_nurture

Stop Rules

Note

Configurable — the operator sets attempt count and window. Stopping is a decision that gets recorded, not a lead silently going cold.

Examples

Reached and dispositioned; Explicit opt-out / do-not-contact; Max attempts reached with no contact → moved_to_nurture or no_contact_stopped; Identified spam/invalid

Qa Checklist

• Missed inbound calls create a lead with channel=missed_call automatically.
• Text-back fires immediately and is logged with a timestamp.
• Callback happens within the RLR-11 MISSED_CALL target.
• Missed inbound calls are NOT mislabeled as failed outbound attempts (and vice versa).
• Every recovery ends with a recorded disposition.
• Uncontacted high-intent calls escalate per RLR-15.
• No template goes out with an unfilled [variable].

How To Interpret

A short callback time with a low recovered-to-booked rate points at the callback conversation or the booking path (Link 5), not detection. A long callback time with lots of never-attempted missed calls is a detection/ownership failure.

Action That Follows

Install detection + text-back automation, assign the callback owner, wire escalation to RLR-15, then verify with the QA checklist and re-measure.

Owner

Front-desk / inbound response owner for callbacks; operations owns the automation and escalation wiring.

How To Implement

1) Enable missed-call detection + immediate text-back in telephony. 2) Assign callback owner and cadence from RLR-11. 3) Load templates. 4) Configure dispositions and stop rules in CRM. 5) Wire escalation to RLR-15.

How To Test

Place a test inbound call and let it ring out. Confirm: lead created as missed_call, text-back received, callback task assigned, escalation fires when the callback window is deliberately missed.

When To Remeasure

14 and 30 days after rollout (RLR-42), using RLR-10's missed-call segment.

How To Know It Improved

Missed-call callback time falls, text-back rate approaches 100%, and recovered-and-booked share rises on comparable missed-call volume — not merely that the automation is enabled.