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Workflow recipe

Follow up after a missed call.

Use PBX events to identify an inbound missed call, prepare the customer record, start an approved conversation, and hand unresolved work to staff.

Updated 13 September 2026 · 9 min read

Prerequisites

Connect the call and message channels first.

  • PBX or PeopleTide Phone is recording inbound call events.
  • The outbound WhatsApp or SMS channel is connected and approved for the intended message.
  • A department exists for callbacks and customer-service tickets.
  • Consent, service-window, and staff-approval policies match the channel behavior.

Build

Start with the missed-call template.

  1. 01

    Create the automation

    Open Settings → Automations and choose Missed-call follow-up.

  2. 02

    Review the trigger

    Keep Missed call selected and confirm which connected calling source produces the event.

  3. 03

    Prepare the customer

    The flow uses the external caller number to find or prepare the customer record under tenant rules.

  4. 04

    Find intent and gather information

    Ask only what the selected business task requires and preserve unrelated customer requests.

  5. 05

    Handle unsupported work

    Create a ticket with the conversation and call reference, then route to Human Handoff when needed.

  6. 06

    Validate and publish

    Resolve channel conflicts and test a controlled missed inbound call before publication.