A missed call can become a booked visit over text.
With missed-call text-back on Pro, Penny follows up so the caller can explain the job and choose an open appointment by reply. Set up texting and consent first; the caller needs a number that can receive SMS.
14 days of Pro included. No credit card. Text-back is a Pro feature.
Give the caller a place to explain the request.
A missed call may leave only a number. A text reply gives the caller another way to explain the request and gives your office details it can use for follow-up.
Without a message, your office still needs to find out who called and what they wanted. A reply thread can collect that missing context.
If you handle the calls yourself, returning an unanswered call has to fit around the work already in progress. Text-back gives the caller a place to respond while you finish it.
An automatic acknowledgment does not answer whether you serve their address or have an appointment available. The reply needs somewhere useful to go.
A service address or a model number may be easier to send in a text. Keep those details with the inquiry so the office can review them later.
Penny can book the appointment in the text thread.
The first text opens a conversation. Penny answers from your business information, asks your intake questions, and offers an open calendar slot when the caller is ready to book.
Text-back applies to missed calls detected on your Penny line under your texting settings. It needs a number that can receive SMS, the required consent, and enabled Pro texting. A completed call without a booking is not automatically a missed call.
Penny uses your services, hours, and service area to answer. She asks the intake questions you configured and records the caller’s supplied details.
Penny can offer an available appointment in the text thread. She confirms the time once the appointment is booked. If there is no suitable slot, she records the request for your team.
On Pro, a caller can send a photo for your office to review. It stays with the request so the team can review it before the visit. Penny does not ask callers to approach damaged equipment for a photo.
Penny can respond in either language. The caller’s reply gives the thread its language context, and the same intake requirements apply.
The first message names your business and explains how to opt out. If the caller replies STOP, Penny stops the conversation after confirming the opt-out.
Text-back works alongside Penny’s phone answering. See how she handles your nights on the after-hours answering page, answers in two languages on the bilingual answering service page, or read what she costs in the answering service cost guide.
An unanswered call can become a written service inquiry.
Penny answers live calls and handles replies to your text-enabled line. Text-back gives callers another way to continue when a call does not connect.
Before enabling the first message, complete your business’s texting registration and consent setup. Carrier delivery, a reachable mobile number, and the caller’s opt-in status affect whether a text can be sent. A reply thread gives the caller a choice about continuing.
Call Penny and try it
The live demo uses Summit Heating, a fictional HVAC business. Listen to her intake here; test your own trade’s rules in your Penny account. The industry transcripts are scripted examples.
(630) 297-4128- Call the shared Summit Heating demo and ask about its hours or service area.
- Request a routine heating appointment to hear the calendar questions.
- Switch to Spanish during the call to hear the language change. The scripted text-back example is shown on this page.
A routine garage-door inquiry becomes a confirmed calendar appointment.
A fictional Pro thread after an eligible missed call, with texting and consent already configured. The caller requests a routine garage-door seal visit. Penny collects the name and address before booking an available calendar slot.
- PennyHi, this is Penny at Wickernook Garage Doors following up on your call. What service do you need? Reply STOP to opt out.
- Renata (caller)The seal along the bottom of my garage door is worn. Can I arrange a visit?
- PennyIs the door opening and closing normally, or is it stuck or out of position?
- Renata (caller)It opens and closes normally. I can see daylight under the edge when it’s closed.
- PennyI’ll note that for the technician. What’s your name and service address?
- Renata (caller)Renata Vasquez, 412 Hollis Street. You can use this number to reach me.
- PennyThank you, Renata. The calendar has tomorrow at 9 a.m. available. Would you like that appointment?
- Renata (caller)Yes, please.
- PennyYour appointment is booked for tomorrow at 9 a.m. at 412 Hollis Street. I’ve noted that the door moves normally and you’re asking about the bottom seal.
- Renata (caller)I already have a photo of the gap with the door closed. I’ll send it.
- PennyReceived. The photo is attached to your inquiry for the office to review.
A scripted thread showing product behavior on Pro. Penny collects the service request before offering a slot. The volunteered photo stays with the inquiry for review.
When the text goes out, and who it goes to.
Call (630) 297-4128 to hear the shared Summit Heating voice demo. The scripted thread above illustrates Pro text-back.
Reply with the service they need, ask about your hours or service area, and request an appointment. Penny uses the same business information and intake questions as the phone line. Booking depends on an available connected-calendar slot and the required details.
See the intake questions for your line of work.
Penny asks whether the furnace starts and quits or never starts at all, then puts the caller’s answer on the service ticket.
Penny records the property, unit, and access instructions together, so the maintenance coordinator can act on the request.
A slow-drain request includes which fixture is affected and whether other drains are backing up, so your plumber can prepare for the visit.
Asked “do I have a case?”, Penny sends that question to the attorney and takes the names and dates needed to arrange a consult.
A parent asks for two cleanings after school. Penny checks the hygiene calendar and offers openings on the same afternoon.
Penny checks the listing status and the caller’s agent details before offering a showing request from the listing agent’s approved openings.
Give Penny a call before you forward yours.
Try the HVAC demo, then set up Penny for your business. Your account includes 14 days of Pro; Free keeps your website chat after the trial.
14 days of Pro included. No credit card.