Recover Missed Leads
Win back the callers who slipped through.
On this page
Not every answered call books. The callers who described real work and then didn’t commit are the warmest list your business has, and most businesses never ring them back.
Twice as many as you booked
In a typical month, roughly twice as many callers are qualified-but-not-booked as are booked. They had a genuine job, they spoke to you about it, and something stopped them at the last step. That is a far better prospect than any cold lead you could buy.
Where the recoverable leads are
- Qualified, not booked
- Real work you take, no appointment. The primary list — start here.
- Escalated to you
- Callers who asked for a person. If nobody rang back, this is the most urgent group.
- Booked, then no-showed
- They wanted it enough to commit once. Often just needs rescheduling.
- Missed before you went live
- Calls from your phone's own missed list, before forwarding was on. Worth a sweep once.
Speed beats polish
How to work the list
- 1
Filter Conversations
Open Conversations and filter to qualified, not booked, over the last seven days.
- 2
Read the transcript first
Thirty seconds of reading tells you what they wanted and where it stalled. Ringing back without that is a cold call.
- 3
Ring back naming the job
“You called Tuesday about the noise from the outdoor unit” lands completely differently from “you enquired with us recently”.
- 4
Offer a specific time
Not “when suits you?” — give two real slots. The decision is smaller and they take it.
- 5
Note what stopped them
If three people stalled at the same thing, it isn’t bad luck — it’s something to fix in Business Config.
What to say
A callback that works
“Hi Sarah, it’s Dave at Summit Comfort. You rang us Tuesday evening about the AC not cooling upstairs — I wanted to check whether you’d got it sorted. I’ve got a technician near you Thursday morning or Friday afternoon, either of those any good?”
Names the job. Explains why you’re calling. Offers two specific times. Under twenty seconds.
Doing it at scale
Once you have more of these than you can ring by hand, Reactivation and Outbound Calls work the list for you — following up automatically with people who can be contacted.
- It calls or texts the contacts you approve
- It books straight onto your calendar, same as an inbound call
- Anyone who opts out is never contacted again
- The results show up in the same dashboard, tagged to their source
The rules you have to follow
Ringing back someone who called you is straightforward. Automated outreach is not — it’s regulated, and the rules are built into the product rather than left to you.
- Consent is tracked per contact. Only contacts who may be messaged are ever messaged.
- Opt-outs are permanent. Once someone opts out, nothing reaches them again — there is no override.
- Every message identifies you and includes a way to stop.
- You can’t message a lead who isn’t eligible. The system refuses rather than asking you to be careful.
This protects you, not us
Ninety days for qualified-not-booked. Beyond that the job is usually done. Past customers are a different play — those are worth revisiting on a seasonal cycle rather than a recency one.