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Missed-Call Text-Back Not Firing

If callers are not receiving the automatic text-back after a missed call, work through this checklist. The most common causes are call logging issues and SMS delivery configuration.

Step 1: Confirm Calls Are Logging in the Portal​

The missed-call workflow triggers on calls that are logged as missed inside your TechForce portal. If calls aren't logging, the trigger never fires.

  • Log into your portal and go to Conversations → Calls (or check the contact activity log for a recent caller)
  • Find a call you know was missed and see if it appears in the portal
  • If calls are not logging, the portal is not receiving call data from your phone number

For calls to log, your business number must either:

  • Be a number provisioned inside the portal (a GHL phone number assigned to your sub-account), OR
  • Have call forwarding configured to route through the portal number

If you're using your personal business line and it's not configured to log in the portal, missed calls won't trigger the workflow. Contact TechForce to review your phone number setup.

Step 2: Confirm the Workflow Is Turned On​

The missed-call text-back is an automation workflow that can be paused or disabled.

  • Go to Automations in your portal
  • Find the workflow named Missed Call Text-Back (or similar)
  • Confirm the status is Published (not Draft or Inactive)
  • Click into the workflow and verify the trigger is Missed Call

If the workflow is off, turn it on and test.

Step 3: Check SMS Account Status​

SMS messages will not send if your SMS account is not active. Check:

  • Phone number status: Go to Settings → Phone Numbers. Your number should show as active. If it shows as suspended, pending, or unverified, contact TechForce.
  • A2P 10DLC status: If your number is registered for A2P SMS (required for business texting in the US), confirm the registration status is approved. Pending or rejected registrations block SMS delivery.
  • SMS credits / balance: If your account has a usage-based SMS balance, confirm it's not at zero.

Step 4: Test With a Known Number​

To verify the workflow fires end-to-end:

  1. Call your portal phone number from your personal cell phone
  2. Let it ring and do not answer (allow it to be logged as missed)
  3. Wait 60 seconds and check your phone for the text-back message
  4. Also check the Conversations inbox in your portal for a new thread

If the text appears on your phone, the system is working. If it doesn't, check the workflow execution history (inside the workflow, look for a History or Execution Log tab) to see if the trigger fired and where it stopped.

Step 5: Confirm the SMS Template Has No Errors​

Open the workflow and look at the SMS message step. Common issues:

  • A merge tag like {{contact.first_name}} with no fallback value, which can cause the message to fail if the caller is unknown
  • A broken or missing unsubscribe link tag
  • A message body that's empty or contains unsupported characters

If the template has errors, fix them and re-test.

Still Not Working?​

Contact TechForce with:

  • The phone number being called
  • The date and approximate time of a test call that didn't generate a text-back
  • Whether the call appears anywhere in the portal activity log

We'll pull the execution log and diagnose from our end.