Automated Missed Phone Call Text Message

Intiveo can automatically send a text message when you miss a call, whether it's during or outside of business hours. This helps reassure your caller that their message is important and gives them a way to follow up, especially if they don't already have your office’s texting number.

How Does It Work?

Once you’ve enabled this feature for either time period (during or outside business hours), here’s what happens:

• If Intiveo detects a missed call during that period, it will send the message you’ve configured.

• The message will appear in the caller’s Chat history, but it won’t create a new conversation tile in your Chat inbox.

• To view people who’ve received these texts, go to the Calls section and click the link in the Missed Call Text column for any missed call. This opens the conversation in Chat.

If someone replies to the message and your Chat settings allow it, their response will trigger a conversation tile in your Chat inbox:

• Patients will appear under the Patients section

• Contacts, referral partners, or unknown numbers will appear under Contacts

⚙️ Note: Your Chat settings (such as Allow patients and contacts to start chat or Allow messages from unknown numbers) determine whether people can reply to these texts.

Where Do Replies Go?

• Text messages are sent from the texting number you’ve configured in Intiveo

• Replies will appear in Intiveo Chat

If your Intiveo texting number is different from your main office number, patients may receive the missed call text from a number they don’t recognize.

Recommendation:
Include your office name in the message, so callers know who’s texting—even if it’s their first time receiving a text from you.

Enable Missed Call Text Messages

To automatically text patients when you miss a call:

1. Go to Account Settings

2. In the VoIP provider panel, enable Missed Call Auto-Replies

3. Customize your message for during or outside business hours (or both)

4. Save your changes

Now, if a call is missed, Intiveo will send a text to the caller’s number with your custom message.

Considerations for Chat Permissions

If your office does not allow:

• Non-patients to chat, or

• Patients to start a new chat conversation

You should mention this in the missed call message to set the right expectations.

Message Limit & Credits

• Maximum: 200 characters

• If your message includes non-standard characters (e.g., accented letters or non-Latin scripts), each still counts as one character toward the 200-character limit.

• If your message goes over 160 characters and includes any special characters, it will use 2 SMS credits instead of 1.

⚠️ Note: This only affects accounts with limited messaging credits. If your account has unlimited texting or doesn’t approach the limit, this won’t be a concern.