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What happens when you miss a call

One example call, step by step. Every example on this site uses a made-up business, Kaimana Cooling, and fictional phone numbers.

  1. 1

    The call · 9:41 AM

    The customer calls. Nobody picks up.

    Your carrier forwards the unanswered call to your shop's own Island Reply line. You keep your number and install nothing.

    9:41 AM
    (808) 555-0100
    Text message
    Example

    Missed call · 9:41 AM

    Your number 808-555-0101Island Reply line (808) 555-0100

    Nobody picks up. The call forwards to (808) 555-0100.

    Example: the customer's phone
  2. 2

    Greeting · Press 1

    A short greeting offers a text.

    A computer voice greets the caller in your business name. About 20 seconds. It isn't a recording of you and it isn't a live person. The caller can press 1 at any point, or stay on the line to leave a message.

    What the caller hearsExample

    Thanks for calling Kaimana Cooling LLC. Sorry we missed you. Press 1 and we'll text you at this number about your request. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. Terms at kaimana.example/sms-terms. Or stay on the line to leave a message.

    Press 1: "Thank you. We will text you at this number. To tell us more now, leave your name, address and what you need after the tone."

    Every shop's greeting uses the same words, with its own name and its own terms link.

    Read the terms
    9:41 AM
    (808) 555-0100
    Text message
    Example

    Press 1 to get a text

    Or stay on the line to leave a message

    Example: the customer's phone
  3. 3

    The text · About a minute

    Press 1, and your shop texts back.

    A caller on a cell phone gets a text from your shop within about a minute, asking what they need and where. It starts with your business name and comes from your shop's own Island Reply number. Texts go out 8 am to 8 pm for Hawaiʻi (808) numbers, and 8 am to 2 pm Hawaiʻi time for numbers from outside Hawaiʻi (3 pm in winter). Later calls get their text the next morning, just after 8.

    Didn't press 1? No text. They can leave a voicemail or hang up, and you get a Missed call alert with their number.

    9:41 AM
    (808) 555-0100
    Text message
    Example

    Call at 9:41 AM. Caller pressed 1 for a text.

    Kaimana Cooling: Sorry we missed you. Text back what you need + your address. Msg freq varies. Msg&data rates may apply. HELP for help, STOP to opt out.9:41 AM
    Example: the customer's phone
  4. 4

    Your cell · 9:42 AM

    They text back. The lead lands on your cell.

    Within about a minute you get a New lead alert. If their text sounds like an emergency, it's marked URGENT and (8 am to 8 pm) they get the emergency text. Otherwise they get a thank-you, then a question about reminders.

    Pressed 1 but never texted back? About 2 minutes after the call you get a New lead alert: "Pressed 1 for a text, no voicemail left."

    9:42 AM
    (808) 555-0100
    Text message
    Example

    9:42 AM

    AC is making a loud rattling noise but still cooling. We're in Kaneohe. Mornings are best.
    Kaimana Cooling: Thanks, we got your request and will contact you soon to schedule. Reply STOP to opt out.
    Kaimana Cooling: Want up to 3 reminder texts about this request? Reply YES. Msg&data rates may apply. Consent not required to buy. HELP for help, STOP to opt out. https://kaimana.example/sms-terms
    Your phone · 9:42 AMExample
    New lead L1002 808-555-0124: AC is making a loud rattling noise but still cooling. We're in Kaneohe. Mornings are best. Reply BOOKED L1002 <amount> when booked.
    Example: the customer's phone
  5. 5

    Reminders · Only after YES

    They reply YES. Up to 3 reminders go out.

    Up to 3 reminders over about 4 days, only in texting hours, until you text BOOKED or LOST. Any reply from the customer restarts the wait.

    11:45 AM
    (808) 555-0100
    Text message
    Example

    9:43 AM

    YES
    Kaimana Cooling: You're signed up for up to 3 reminder texts about your request. Msg&data rates may apply. HELP for help, STOP to opt out.

    11:45 AM

    Only if the job isn't booked or lost and the customer hasn't replied since.

    Kaimana Cooling: Still need help with your AC repair? Reply here and we'll get you scheduled. Reply STOP to opt out.
    Example: the customer's phone
  6. 6

    You book it

    You call back and book the job.

    Island Reply doesn't chat with callers or book jobs. You do. Then text BOOKED or LOST with the job's number from your alert, and the reminders stop.

    2:31 PM
    (808) 555-0100
    Text message
    Example

    Calling customer… 2:31 PM

    You call back from your own phone and book the job.

    Example: your phone
  7. 7

    7 AM · Every morning

    A short summary every morning.

    At 7 am you get one text with yesterday's numbers. On Mondays, one for last week too.

    7:00 AM
    (808) 555-0100
    Text message
    Example

    Next morning, 7:00 AM.

    Island Reply: Daily Oct 4: 1 missed call, 1 new lead, 1 urgent, 1 booked ($450).
    Example: your phone

Example only. Kaimana Cooling and these numbers and messages are made up.

Limits and fine print

What you get

What lands on your phone

Everything is a text to one phone: your cell, from your shop's own Island Reply number, at any hour. No app, no login, no email.

New lead · After their textExample

They pressed 1 and texted back what they need.

New lead L1002 808-555-0124: AC is making a loud rattling noise but still cooling. We're in Kaneohe. Mornings are best. Reply BOOKED L1002 <amount> when booked.
Urgent · Any hourURGENTExample

Their text mentions a gas smell, smoke, sparks, flooding, a sewage backup, or no AC with kūpuna at home. Texts only: voicemails can't be checked.

URGENT L1001 808-555-0123: AC stopped blowing cold this morning. My tutu is 84 and the house is getting hot. We're in Mililani. Reply BOOKED L1001 <amount> when booked.
Missed call · After a hang-upExample

They hung up without pressing 1. They get no text. About 2 minutes after the call, you get their number to call back.

Missed call L1004 808-555-0126 (no text consent, please call back): No voicemail left.
VoicemailExample

Voicemails can't be read or played back yet. You get a text with the caller's number and call back.

Missed call L1004 808-555-0126 (no text consent, please call back): Voicemail not transcribed, please call back.
7 AM · Every morningExample

One line with yesterday's numbers, even when everything is 0. On Mondays, one more line for last week.

Island Reply: Daily Oct 4: 1 missed call, 1 new lead, 1 urgent, 1 booked ($450).

Booked the job, or lost it? Text BOOKED or LOST with the job's number from your alert. The reminders stop and you get a confirmation.

Example only. Kaimana Cooling and these numbers and messages are made up.

Quiet hours

No customer texts at night.

Turn the dial to a time of day and pick the caller's number.

Hawaiʻi time

12 AM6 AM12 PM6 PM
  • First text: waits, then goes out just after 8 am.
  • Your cell: a plain alert with their number, about 2 minutes after the call or right after a voicemail. Not URGENT: they can't text until the morning.
  • Replies to STOP, HELP and START: any time.
  • Alerts to your own phone: any hour.

Call at 9:30 PM · Pressed 1

Example

Queue · Sends just after 8 AM

Kaimana Cooling: Sorry we missed you. Text back what you need + your address. Msg freq varies. Msg&data rates may apply. HELP for help, STOP to opt out.
Your phone · 9:32 PMExample
New lead L1003 808-555-0125: Pressed 1 for a text, no voicemail left. Reply BOOKED L1003 <amount> when booked.

Never URGENT at night: the caller can't text until the morning, so you get a plain alert with their number.

Example only. Kaimana Cooling and these numbers and messages are made up.

Setup

Your part, our part

What you do, what we do, and the steps from demo to live texts.

01 · You

Your part

  • Turn on call forwarding for no answer, busy and, where your carrier offers it, unreachable. We walk you through it.
  • OK the wording of the greeting and every text.
  • Have your own privacy policy and SMS terms page on your website, on https, live before we file. What your pages must contain
  • Keep one cell phone on for alerts.
  • Call the leads back.
  • Text BOOKED or LOST for every lead.

02 · Us

Our part

  • Your Island Reply number and the carrier registration paperwork.
  • A practice run with every text checked.
  • Quiet hours, STOP and HELP handled.
  • The 7 am daily line and the Monday line.
  • Every new lead checked daily for your first 2 weeks.

  1. 01

    10-minute demo

    A video call with the founder.

  2. 02

    Sign up

    A short agreement and the setup fee.

  3. 03

    Shop details

    Your business name, phones, service area and the info the carriers ask for.

  4. 04

    Your two website pages

    Your texting terms and privacy pages go live. We tell you what goes on them.

  5. 05

    Number and registration

    We get your Island Reply number and file the carrier paperwork.

  6. 06

    Practice run

    We test every text. You OK the wording.

  7. 07

    Carrier approval

    About 4 to 8 weeks from signing. We update you every week.

  8. 08

    Go live

    You turn on call forwarding. We test a real call on both phones.

  9. 09

    First month

    Free. We check every new lead daily for the first 2 weeks.

Coming soon

  • Coming soon

    Your voicemail alert includes what the caller said, so you can tell an emergency from a quote request before you call back.

  • Coming soon

    Send us your open estimates and we'll follow up for you: a text only to customers who agreed to texts in writing, an email for the rest, and a call list for you.

  • Coming soon

    Your morning and weekly summaries by email, not just text.

Next on our list

  • Coming soon

    Send urgent after-hours alerts to whoever is on call that night.

  • Coming soon

    After a job you've marked BOOKED, a polite text asking the customer for a Google review (only to customers who agreed to texts).

  • Coming soon

    Send new leads straight into Jobber or Housecall Pro.

These aren't available yet. We'll tell every shop when one is ready, and update this page.