TriggerDefine exactly when recovery begins
Identify eligible business numbers, caller types, hours, duplicate windows, existing open conversations, blocked contacts, opt-out status, and whether voicemail or staff pickup changes the trigger. The rule should be understandable on one page.
- 01 / Eligible lines
- 01 / Time windows
- 01 / Duplicate guard
- 01 / Opt-out suppression
MessageAcknowledge the miss and offer one next step
The first message should identify the business, acknowledge the missed call, invite a concise description, and avoid an unverified promise. Long scripts, hard selling, and asking five questions at once create friction.
- 02 / Clear business identity
- 02 / One useful question
- 02 / No false urgency promise
- 02 / Human contact option
OwnershipMake takeover and closure visible
Staff should see the new conversation, know when they own it, and understand when automation will stop. Booked, callback requested, out-of-area, opted-out, spam, and unresolved outcomes need distinct dispositions.
- 03 / Staff alerts
- 03 / Takeover state
- 03 / Outcome labels
- 03 / Exception queue