Missy - Missed Call Recovery
In this article
In this article group
Missy texts back callers whose call your team couldn't pick up, so they don't hang up and call the next company. She works the way a good CSR works through the missed-call list, using only what your phone system and your ServiceTitan account tell her.
So when Missy does something you didn't expect, the answer is almost always in one of two places: how your phone system recorded the call, or what's in ServiceTitan for that caller. This article explains each rule she follows and why it's there. You can change most of them yourself by asking Jenny.
What Missy does
Texts back callers whose call ended without them getting help, when the call looks like a customer who needs service.
Checks first whether it's an emergency.
Finds out what they need, books the visit in ServiceTitan, or gets a callback set up.
Hands the conversation to your team when she can't book it or the caller wants a person.
Where Missy gets her information
Your phone system: that a call came in, whether anyone picked up, how long it lasted, and the call recording when there is one. This can be ServiceTitan's call log or a connected phone system. See GoTo Connect, RingCentral and Dialpad.
ServiceTitan: whether the caller is an existing customer, their locations, membership and past visits.
Your availability: open times, capacity rules, office hours and service area.
Your documents: prices, fees, member and new-customer benefits, and the services you offer.
Which calls Missy texts back
Missy texts a caller when the call ended without them getting help. That includes:
Calls nobody picked up. The phone rang out, or the caller hung up before anyone answered. ServiceTitan usually marks these Abandoned.
Calls that dropped partway through.
Callers who hung up before they were helped, including on your CSR, your voicemail, or an AI answering service.
When there's a call recording, UpSmith reads it to decide:
The caller was helped: no text. They were booked, their question was answered, or they declined, went with someone else, or asked not to be contacted.
They needed service and didn't get it, or it's unclear: Missy texts. Why: a missed customer costs more than one extra text.
Spam, robocalls, vendors, wrong numbers, and callers with no service need are left out.
A call marked Booked in ServiceTitan is never texted.
A call nobody picked up has no recording, so it can't be screened for spam. Those callers get a text unless one of the checks below stops it.
Right before she texts, Missy checks whether the caller was already taken care of. If the caller is already a customer in ServiceTitan, she skips them when, since the call:
A job or appointment was created or changed for them.
Your team called them back.
They called again and got through.
She also skips anyone already in a conversation with one of your agents.
On some accounts, only calls of a certain length. For example, only calls under two minutes, since longer calls usually reached someone, or only calls over 10 seconds, to leave out quick hang-ups.
How fast Missy texts
First, UpSmith confirms how the call ended. For a call nobody picked up, that takes about 10 minutes, to make sure no voicemail or recording is coming. For a call with a recording, it takes as long as reading the call, usually a few minutes.
If your account has a wait set, such as 15 or 30 minutes, it starts after that. A longer wait gives your team time to call back, and a callback stops her text.
She won't text the same number twice within 15 minutes, so a caller who tries three times in a row gets one text.
On most accounts, she doesn't send follow-ups. Some accounts add one an hour later.
What Missy does first: emergencies
Before anything else, Missy checks whether it's an emergency, using your account's own definition of one. If it is, she doesn't try to book. She confirms a callback number, tells the caller what to do in the meantime, and flags it for your team right away. Why: an emergency needs a person on the phone, not a booking link.
What Missy offers and books
She doesn't assume who they are. She looks the caller up by phone. If she doesn't find them, she asks whether you've worked together before, since a new number doesn't always mean a new customer.
She uses what they already told your team. If the caller already spoke with someone, she works from what they were told, and doesn't ask them to repeat themselves or contradict it.
She shares the right benefits: member benefits for members, and new-customer benefits for everyone else, from your documents.
She only quotes prices that are in your documents. If she can't find one, she says your team will confirm.
She checks your service area and books open times from your availability. She echoes back the full service address when she confirms.
She only creates a ServiceTitan record once the caller engages. People who never reply don't end up in ServiceTitan.
When Missy hands off to your team
An emergency.
The caller wants a person, or something she can't book or answer.
The time they were offered on the phone doesn't match her availability.
The address already belongs to a different customer in ServiceTitan. She still books, but flags it so your office can fix the record before the tech goes out.
Flagged conversations show as needing attention in your Conversations inbox. Her handoff includes the caller's name, callback number, location, issue, urgency and what's been done. For how escalation works, see Working Your Conversations Inbox.
How to change how Missy works
In UpSmith, you can change yourself:
Which phone system is connected, on your Integrations page.
Pause and resume Missy's sends, from her page.
Your prices, fees and benefits, in your documents.
With Ask Jenny, you can change which calls Missy texts back and how. For example:
"Wait 5 minutes before Missy texts a missed caller." (changes the wait)
"Only text back calls under 90 seconds." (changes which calls)
"Don't text back calls shorter than 10 seconds." (leaves out quick hang-ups)
"Add one follow-up an hour later if they don't reply." (adds a follow-up)
"Treat no heat in winter as an emergency." (changes what counts as an emergency)
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Will Missy text someone who hung up on our answering service or AI phone assistant?
Yes, if they needed service and the call ended before they got it. If the recording shows they were helped or booked, she doesn't.
Does Missy text every call ServiceTitan marks Abandoned?
Usually. An abandoned call has no recording, so it counts as unanswered. She skips it if the caller was taken care of first: a callback from your team, a new job or appointment, or another call from them that got through.
Why did Missy text a spam call?
Nobody picked up, so there was no recording to screen. Ask Jenny to leave out calls under a certain length.
Why did Missy text someone our team already called back?
For callers who are already ServiceTitan customers, a callback before Missy texts stops her text. Callers who aren't in ServiceTitan yet can't be matched to your callback, so they may get both. To give your team more time, ask Jenny to have Missy wait a few minutes.
Why didn't Missy text back a missed call?
The call may have been booked, classified as spam, a vendor or a wrong number, or outside your account's call-length limit. The recording may have shown the caller was already helped, or your team may have called back or booked them first. Check that your phone system is connected on the Integrations page. If it is, send us the number and time of the call.
Can I see how Missy is doing?
Yes. Ask Jenny how many missed calls Missy texted back, how many replied, and how many she booked.