# Missed-Call Text-Back Swipe File

Use this file when the team misses a call and needs to recover the conversation quickly without sounding robotic or passive.

## Core Variables

- `[Business Name]`
- `[First Name]`
- `[Service Type]`
- `[Urgency]`
- `[Callback Number]`
- `[Address or Area]`
- `[Promised Next Step]`

## Urgency Tiers

### Tier 1: active-loss or emergency

Burst pipe, no heat, no cooling, lockout, active leak, active damage, roadside breakdown, or other time-sensitive disruption.

### Tier 2: same-day opportunity

Strong-fit repair, estimate-ready project, urgent consult, or warm inbound demand that should move today.

### Tier 3: standard follow-up

Routine service, future project, basic information request, or lower-intent inquiry.

## Message Library

### Emergency Trade

```text
Sorry we missed your call. Reply with what’s happening at the property and the best address or area, and we’ll guide the fastest next step.
```

### Same-Day Service

```text
Thanks for calling [Business Name]. We missed you for a moment. Reply with your name, what you need help with, and the best callback number and we’ll get you moving.
```

### After Hours

```text
You reached us after hours, but your message path is still open. Reply with the issue, your location, and the best callback number so we can tee up the next step.
```

### Estimate or Project Inquiry

```text
Thanks for calling about your project. Reply with your address, what you need done, and the best callback number and we’ll line up the right next step.
```

### Soft Re-open if They Go Quiet

```text
Just resurfacing this in case you still need help. Reply here with the issue and best callback number and we’ll pick it up from there.
```

## Routing Rules

- Tier 1 replies should page the on-call or highest-priority owner
- Tier 2 replies should route to the sales/dispatch owner with a same-day deadline
- Tier 3 replies should still get a visible owner and promised response window
- If the text reveals billing or complaint tension, move it into service recovery instead of a sales lane

## Stop Rules

- Do not send three recovery texts in a row without a response
- Do not overpromise speed if the team cannot actually respond in that window
- Do not use generic apology language with no next step
- Do not leave high-urgency replies sitting in a shared inbox

## QA Checklist

- Was the message short enough to read quickly?
- Did it ask for the minimum information needed to route the job?
- Did it sound human and confident?
- Did the next step match the urgency of the call?