Missed call automation for number without extension

Question

I have a main company number that is an Auto Receptionist and it has a call queue behind it with 2 extensions. I am unable to setup missed call text back automation for the main number which is where majority of the calls come in. It works at the extension level when someone calls the extension directly but this is not where our customers call. How can I setup an automation for a number that is not associated with an extension?

Tara Williams · Answer

Since your main number goes Auto Receptionist → call queue, the missed-call event fires on the call queue extension, not on the two members. So the workflow has to live on the queue:

Sign in to Workflow Builder as a Super Admin.
Open the Company workflows tab and create a workflow.
Pick Extension instead of Myself, and choose the call queue (not the Auto Receptionist or the members).
Missed call trigger → Send SMS action.

Two gaps: a call that ends in voicemail doesn't count as missed, so add a voicemail trigger with the same text if you want those covered. And a caller who hangs up in the IVR never reaches the queue. For that one, Byrne's "Why is my missed call auto-reply automation not working?" post suggests a Call ended workflow on the IVR menu extension, filtered to the CallerDropped end reason.

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