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Patient Copilot Help Center

Missed Call WhatsApp Back — Overview & Setup

Missed Call WhatsApp Back automatically messages callers on WhatsApp when their call isn’t answered, helping teams re-engage faster—without building workflows. Enable it in the Phone System and customize a friendly, on-brand follow‑up that can include variables like the business name or booking link. Ideal for locations where WhatsApp response rates outperform SMS.

**What is Missed Call WhatsApp Back? **

Missed Call WhatsApp Back is a Phone System capability in Patient Copilot that sends a WhatsApp message to a contact after a call is classified as “missed.” It’s designed to close the post‑call gap so leads get a quick acknowledgment and a next step, improving conversion and customer experience.

**Key Benefits of Missed Call WhatsApp Back **

Understanding the benefits clarifies when to use WhatsApp versus SMS and how this feature impacts speed‑to‑lead and customer satisfaction.

  • Instant Engagement: Contacts get a timely WhatsApp message right after a missed call.
  • No Workflows Required: Quick to configure and active within minutes—no automations needed.
  • Higher Readability: WhatsApp often sees stronger open/reply rates compared with SMS.
  • Brand Consistency: Customize wording to match brand voice and include helpful links.
  • Personalization: Insert dynamic details like business name or booking link.
  • Operational Efficiency: Reduced manual work (bold): Fewer callbacks missed; clearer next steps for the contact.

**Prerequisites **

Verifying prerequisites avoids common setup failures and delivery issues.

  • A WhatsApp‑enabled number connected to the sub‑account (WhatsApp must be active and in good standing).
  • The user configuring the feature must have permission to access Settings → Phone System.
  • Contacts must be reachable on WhatsApp; otherwise, the message won’t deliver via WhatsApp.
  • Ensure your business has 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. A clear, step‑by‑step setup ensures the feature is enabled correctly and the message is on‑brand before going live.

  • Go to Settings → Phone System → Voice → Voicemail & Missed Call TextBack > Missed Call Textback.

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  • Toggle Missed Call WhatsApp Back to On.
  • Click Customize and review the prefilled text.

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  • Insert variables as needed (e.g., {location_name}, {booking_link}). Keep the tone helpful and concise.
  • Save your changes.
  • Place a test call (see Testing & Validation below) 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.

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  • Prefilled Message: > “Hi this is {{location.name}}, I saw that we just missed your call. How can I help?”
  • Customization: Message body is editable directly within the Missed Call Textback area (not in WhatsApp → Templates).
  • Supported variables (Examples):
  • {agent_name} – Inserts the assigned agent’s name when available.
  • {booking_link} – Inserts a scheduling link you’ve configured for the location.
  • {business_hours} – Inserts a human‑readable summary of open hours.
  • {location_name} or {{location.name}} – Inserts the current location’s name.

Troubleshooting

Quick diagnostics reduce downtime and help teams 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 (e.g., a booking link is configured).
  • Duplicate Messages: Check for overlapping SMS Textback or workflows that send on missed calls.
  • Contact Didn’t Receive: Ensure the contact uses WhatsApp and hasn’t opted out; verify number formatting (including country code).
  • After‑Hours Messaging Concerns: If you don’t want messages sent after hours, disable during those times or manage with call routing and schedules.

Frequently Asked Questions

**Q: Can I enable WhatsApp Back without enabling SMS Missed Call Textback? **

A: Yes. You can enable WhatsApp Back on its own or alongside SMS; avoid duplicates by choosing a single primary channel. **Q: Where do I edit the message body? **A: Inside Settings → Phone System → Voice → Missed Call Textback. Do not edit this message in WhatsApp → Templates. **Q: Does it send during off hours? **A: Yes, if a call is marked missed. Add {business_hours} to inform the contact, or adjust call routing if you prefer different behavior. **Q: What if the contact isn’t on WhatsApp? **A: The WhatsApp message will not deliver. Consider enabling SMS Missed Call Textback or a fallback workflow if desired.