Missed call recovery
Prevent missed calls by forwarding them to the assistant, then recover the ones that still slip through with tasks and consented call-backs.
3 min read
Calls that come in while you're on a viewing, at the land registry, at lunch or after hours often go unanswered. The missed-call list only shows a number: buyer or seller, which listing, nobody knows. By the time you call back, the person may already be talking to another agency. This guide suggests a two-layer setup: first stop calls being missed, then recover the ones that still slip through, every day.
Layer 1: Don't miss the call
- Choose the forwarding scope. During onboarding your office line is set to one of three options: all calls, unanswered only, or out of hours only. Most offices that want to recover missed calls start with unanswered only: the phone rings a few times in the office, and if nobody answers or the line is busy, the assistant picks up.
- The assistant answers. Elif introduces herself as the office assistant, works out what the caller wants, describes a suitable listing, books an appointment or transfers a hot client to an agent. When the call ends, everything goes into the CRM.
So instead of a "missed call", you get a qualified enquiry and, where relevant, an appointment in the calendar. The assistant also handles several calls at once, so nobody hears an engaged tone. See Phone numbers and forwarding.
Tip
You can widen the scope as you see results. Start with unanswered calls, then after a few weeks look at the recordings and decide whether to add out-of-hours too. Ask your consultant to make the change; don't change the carrier settings yourself.
Layer 2: Recover what still slips through
Some calls can still be missed despite forwarding:
- The caller hangs up before the assistant answers.
- The caller asks to be called back ("Call me this evening, I can't talk now").
- Calls to an agent's own mobile that aren't forwarded to the office line.
- Hang-ups: a contact is created with the
no-answertag and a call-back task goes to the office assistant (e.g. Deniz Acar). - Call-back requests: the assistant notes the time the caller asked for and opens a task at that time for the assigned agent.
- Close the task. Once you've called back, mark the task complete and note the outcome on the card. See Tasks and notes.
A follow-up message for hang-ups can also be set up during onboarding ("We tried to reach you; message us here whenever suits you"). On WhatsApp, if the person hasn't messaged you in the last 24 hours, this message goes out as an approved template and Meta's opt-in rules apply. See Follow-up by call outcome.
Consent rules for call-backs
Heads up
The assistant's automated outbound call-backs (outbound campaign) only go to people with İYS consent who have received a KVKK privacy notice, within the hours set during onboarding. The assistant doesn't call anyone without consent; those contacts become tasks for an agent.
- Apply your office's İYS/KVKK policy to manual call-backs by agents too. If you're not sure when consent is needed, ask your legal adviser.
- Anyone who says "don't call me" gets the
do-not-calltag and DND on the call channel; they won't be called again. - Don't call the same person over and over in one day. Stick to the retry limit set during onboarding.
See İYS and KVKK.
Daily routine
| When | Who | What |
|---|---|---|
| 09:30 | Office assistant | Reads summaries of overnight calls, assigns tasks |
| Midday | Agents | Close their own no-answer and call-back tasks |
| 18:00 | Office assistant | Checks open tasks, moves them to the next day |
Recordings and summaries sit in Conversations, in the contact's conversation. See Calls and voicemail.
Measure what you recover
Once a week, look at two numbers: calls answered by the assistant (which would otherwise have been missed) and missed calls recovered (hang-ups and call-back requests that someone followed up). More in Weekly numbers for owners.
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.