SOP 277: Set Up a Missed-Call Text Back Workflow on GoHighLevel
This SOP sets up a GoHighLevel workflow that auto-sends an SMS when inbound calls are missed with optional task creation and internal notifications for follow-up.
Last Updated / Reviewed: 11/13/2025
Execution Time: 15–30 minutes
🚀 Goal: Auto-text callers when a call is missed with optional internal follow-up.
🤞 Ideal Outcome: A single, published workflow per client's sub-account that texts missed callers instantly and (optionally) creates a task and/or notifies a team member.
🤔 Why this is important: Speedy response to missed calls, captures more leads, and drives accountable follow-up without extra tools.
🧐 Where this is done Client's GoHighLevel sub-account.
🗓️ When this is done: During new client onboarding or when missed-call follow-up is requested.
👨 Who does this: GoHighLevel implementer or account manager with workflow permissions.
__⚠️Prerequisites or requirements: __You need admin access to create/edit the workflows in the client’s GoHighLevel sub-account.
Refer to the SOP 276: GoHighLevel CRM Foundations (web version) to ensure phone numbers and contact integrations are active.
Refer to the SOP 283: GoHighLevel Personal Calendar Setup (web version) to verify that users’ availability and routing are correctly configured.
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Create a blank workflow
In this milestone, you’ll start fresh by creating a workflow shell in the client’s GoHighLevel siub-account. We use a custom workflow instead of GoHighLevel’s native toggle because it gives you more control, where you can add tasks, notifications, or other conditions later.
01▸ Visit app.gohighlevel.com and sign in.
02▸ Switch to the client's sub-account.
03▸ Go to "Automations" → "Workflows" → Click "Create Workflow" → Select "Start from Scratch".
Configure trigger and core SMS
01▸ Click "+ Add New Trigger" in the workflow editor. Search and select "Call Status" as the trigger. Add filters: "Call Direction" to "Incoming" in trigger filters and set "Call Status" to "Busy" in trigger filters. Save the trigger.
02▸ Click "Add New Action" under the trigger. Choose "Send SMS" as the action. Enter message: "Sorry, we missed your call! How can we help?" and save the SMS action.
[Optional] Add team follow-up actions
This optional step makes sure someone from the team follows up after the automated text. You can create a task or send an internal notification. That way, accountability is clear since automation alone won’t guarantee a callback. It adds a little setup but ensures tighter follow-up.
01▸ Click "Add New Action" below the SMS step. Choose "Create Task" as the action and click "Connect Now" to integrate with ClickUp.
02▸ Set action name to "Return missed call", select the connected workspace from ClickUp, then "Due date" to Today or +1 day. Click "Save Action".
03▸ Next, "Add New Action" to add an internal notification. Choose "Send Internal Notification" as the action (Email or SMS). Set "To" to the specific user or team to notify. Enter message: "Missed call from {{contact.phone}}. Please follow up." Save the action.
Name and publish the workflow
Now give your workflow a clear name and set it live. Publishing locks in the automation so that any missed inbound call will trigger your SMS and optional follow-up actions.
01▸ Click the "Workflow Name" field and enter a clear name (e.g., "Missed-Call Text Back").
02▸ Click "Save" and then toggle on "Publish" to activate the workflow.
03▸ Confirm the status shows "Published" on the workflow menu.
Test and verify end-to-end
Now that your workflow is live, let’s run a quick test. This confirms the missed-call text fires, and (if you added them) that tasks and notifications are showing up so the team can follow up.
01▸ From a mobile phone, call the phone number and let it ring out.
02▸ Go to "Conversations" and look for a new thread with the test number you just used. You should see the missed-call SMS appear from the Location’s number. Sometimes messages can take a few minutes to show up.
03▸ Open the workflow and confirm the number of "Total Enrolled" and "Active Enrolled", which shows the trigger/SMS action.
04▸ If tasks were added, go to "Contacts" and open "Tasks". Confirm a task exists for the missed call. Check that a new task (like "Return missed call") appears with the correct assignee.
05▸ If notifications were added, confirm the assigned user received the alert.
Ask the team member to check their email, text, or in-app alerts and make sure the notification arrived.