--- title: "Missed-Call WhatsApp Back" description: "Automatically send a WhatsApp message to callers when a call goes unanswered, so leads get a fast, on-brand follow-up without building a workflow." url: https://help.aesthetixcrm.com/en/articles/1673-missed-call-whatsapp-back collection: "Automation & Workflows" updated: 2026-08-16 language: en --- # Missed-Call WhatsApp Back Automatically send a WhatsApp message to callers when a call goes unanswered, so leads get a fast, on-brand follow-up without building a workflow. Missed-Call WhatsApp Back sends a WhatsApp message to a contact after a call is classified as missed. It closes the post-call gap so leads and patients get a quick acknowledgment and a next step, improving conversion and the patient experience. You enable it in the phone system and customize a friendly, on-brand message that can include variables like your practice name or booking link. It is ideal for practices where WhatsApp response rates outperform SMS. ## Key Benefits Understanding the benefits clarifies when to use WhatsApp versus SMS and how this feature affects speed-to-lead and patient satisfaction. - **Instant engagement:** Contacts get a timely WhatsApp message right after a missed call. - **No workflows required:** Quick to configure and active within minutes, with no automations needed. - **Higher readability:** WhatsApp often sees stronger open and reply rates compared with SMS. - **Brand consistency:** Customize the wording to match your voice and include helpful links. - **Personalization:** Insert dynamic details like your practice name or booking link. - **Operational efficiency:** Fewer callbacks missed and clearer next steps for the contact. ## Prerequisites Verifying prerequisites avoids common setup failures and delivery issues. - A WhatsApp-enabled number connected to your account, with WhatsApp active and in good standing. - Permission to access the phone system settings for the user configuring the feature. - Contacts must be reachable on WhatsApp; otherwise the message will not deliver via WhatsApp. - Appropriate consent to message contacts on WhatsApp. ## How to Set Up Missed-Call WhatsApp Back Knowing the exact navigation path reduces confusion with similarly named SMS features, and a clear step-by-step setup ensures the feature is enabled correctly and the message is on-brand before going live. 1. Go to **Settings → Phone System → Voice → Voicemail & Missed Call TextBack → Missed Call Textback**. ![](https://staticfiles.us.gleap.ai/g/3GiaOS5kjZp8MHIHl1K8vOxMoEKPEiIAtEZTUfRgnkGtLwQFMDnZBpQboUpQPZCItCLQ4ZKnO7W.png) 2. Toggle **Missed Call WhatsApp Back** to **On**. 3. Click **Customize** and review the prefilled text. ![](https://staticfiles.us.gleap.ai/g/JKvikYiODWGfEWaX2q7BWxrGZp6oRj5H5ivilqLxz2QK65KPjkBDpO7dFbfFukTH4R85vEkYgKc.png) 4. Insert variables as needed (for example, `{location_name}`, `{booking_link}`). Keep the tone helpful and concise. 5. Save your changes. 6. Place a test call to confirm the WhatsApp message sends and renders as expected. ## Default WhatsApp Message & Personalization Variables Starting from a prefilled message speeds up launch, while variables ensure relevant, human-sounding replies. ![](https://staticfiles.us.gleap.ai/g/Fc6isaeuqhglwk9HMJcQFLMsxUwRQ9p0YjZWk52xFVCD7gFiSfr3BThJw3VaPmQEatYgDPuXJXw.png)![](https://staticfiles.us.gleap.ai/g/ZONt8ncQT4zSV9bvfHABQzq7xIj0OARyQqif5kdL4OFLGV7k6fhmCqf8lBHekEqpg6qqysYnbNn.png) The prefilled message reads: > "Hi this is {{location.name}}, I saw that we just missed your call. How can I help?" The message body is editable directly within the Missed Call Textback area, not in **WhatsApp → Templates**. Supported variables include: - **{agent\_name}** inserts the assigned team member's name when available. - **{booking\_link}** inserts a scheduling link you have configured for your account. - **{business\_hours}** inserts a human-readable summary of your open hours. - **{location\_name}** or **{{location.name}}** inserts your practice name. ## Troubleshooting Quick diagnostics reduce downtime and help your team resolve common errors without support tickets. - **No message sent:** Confirm WhatsApp is connected for the sending number and the toggle is enabled. - **Variables unresolved:** Verify the variable syntax and that values exist (for example, a booking link is configured). - **Duplicate messages:** Check for overlapping SMS Textback or workflows that also send on missed calls. - **Contact did not receive:** Ensure the contact uses WhatsApp and has not opted out, and verify number formatting, including the country code. - **After-hours messaging concerns:** If you do not want messages sent after hours, disable the feature during those times or manage it with call routing and schedules. > **Note:** If you also run a missed-call automation, you can build one under **Marketing → Workflows**. Confirm only one channel sends on a missed call so contacts do not receive duplicate messages. ## Frequently Asked Questions **Can I enable WhatsApp Back without enabling SMS Missed Call Textback?** Yes. You can enable WhatsApp Back on its own or alongside SMS. To avoid duplicates, choose a single primary channel. **Where do I edit the message body?** Inside **Settings → Phone System → Voice → Missed Call Textback**. Do not edit this message in **WhatsApp → Templates**. **Does it send during off hours?** Yes, if a call is marked missed. Add `{business_hours}` to inform the contact, or adjust call routing if you prefer different behavior. **What if the contact isn't on WhatsApp?** The WhatsApp message will not deliver. Consider enabling SMS Missed Call Textback or a fallback workflow if desired. **Do I need to build a workflow to use this feature?** No. Missed-Call WhatsApp Back is enabled directly in your phone system settings and is active within minutes, with no automations required. **Can I personalize the message for each caller?** Yes. Insert variables like `{location_name}`, `{booking_link}`, `{agent_name}`, or `{business_hours}` so each reply is relevant and human-sounding.