What triggers a win-back
Two scenarios: (1) A caller doesn't book during their call, they hang up without scheduling. (2) A customer hasn't called or booked in X months (you set the threshold).
Who can receive one
Only people who already agreed to texts from you. A call on its own is not consent, so a caller with no earlier yes on record (for example from a previous booking) is not texted after a missed call. Dormant-customer texts are promotional, so they go only to customers who opted in to promotional texts.
The message they receive
24 hours after a missed call: 'Hi [name], this is [business]. we missed your call yesterday. Still need help? Reply or click here to book.' It's personalized and comes from your AlwaysRespond number.
Enable it
Settings → SMS → Win-back. Toggle on, set your message, and choose the delay (24h default for missed calls, 90 days default for dormant customers).
Track results
Under Insights → Win-back, see how many went out, how many replied, and how many converted to bookings.
How win-back SMS works
Automatically follow up on missed calls and dormant customers.
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