Give sales, service, and parts their own phone numbers, set a different missed call text and a different callback task on each, and publish the numbers where customers look for each department. GoHighLevel sets Missed Call Text Back and call forwarding per number, so the caller gets a message that fits the department. The bottom line: a sales caller, a service customer with a warning light, and a body shop looking for a part need three different first questions, and one generic text answers none of them.
What each department's text should ask
| Number | The first text | The task it creates | Link in the text |
|---|---|---|---|
| Sales | Which vehicle are you calling about? Reply with the stock number or tap the inventory link | Callback to the salesperson on duty, within 15 minutes in business hours | The vehicle detail page, or the inventory page |
| Service | What is your name and vehicle, and is it safe to drive? | Callback to the service advisor, with the answer to the safe to drive question | The service scheduler |
| Parts | What is the part number, or your VIN and the part you need? | Callback to the parts counter, with the VIN if given | A parts request form |
Each message names the dealership, says when someone will call back, and carries a STOP line. After hours, the text says the department is closed, gives the opening time, and still offers the booking or request link, so the caller has a next step.
How the settings work
HighLevel's help center lists phone number configuration options per number, including forwarding and Missed Call Text Back, and describes where to configure the missed call text. The Call Details trigger starts a workflow when a call is missed or ends with a status, so a missed call on the service number can create a service task and a missed call on the parts number can create a parts task. Each number needs A2P 10DLC registration before it texts.
Build it in HighLevel
- Buy or port a number for each department, and complete A2P brand and campaign registration for the texting use case.
- On each number, set the forwarding target to the department's phones and turn on Missed Call Text Back with the department's own wording.
- Create a workflow per department with the Call Details trigger filtered to that number and a missed call status.
- Add an If/Else on business hours: during hours create a callback task due in 15 minutes, and after hours create a task for the opening time.
- Add the tag for the department, so the contact record shows which line the person called.
- Turn on Stop on Response so a reply from the caller goes to the department's inbox, not a bot.
- Put each number on its own page and listing: sales on the new and used pages, service on the service page and recall letters, parts on the parts page.
Worked example
A dealership that misses 20 service calls a week would send 20 service texts a week. If 30 percent of those callers answer the safe to drive question or tap the scheduler, that is 6 recovered conversations a week (20 times 0.3), each one handled by the right advisor. The 30 percent is an assumption, so replace it with your own response rate.
Limits
Recording calls requires consent in states that need all party agreement, and a missed call text is still a text: it needs a registered number, a working STOP, and no offers unless the caller has agreed to marketing. Keep the first text to a question and a link.
After hours texts, written out
Sales: Thanks for calling [Dealership] sales. We are closed now and open at 9 a.m. Tell us the vehicle you are interested in and we will call first thing, or browse here: [link]. Service: Thanks for calling [Dealership] service. We open at 7 a.m. If your vehicle is not safe to drive, please call a tow service, and tell us your name and vehicle here so an advisor can call when we open. Book online: [link]. Parts: Thanks for calling [Dealership] parts. We open at 8 a.m. Reply with your VIN and the part you need and the counter will call you. Each text ends with Reply STOP to stop messages.
Who answers what
Write down which role answers each department's replies and callbacks, including the backup. A text that asks a question creates a promise that someone will read the answer. Assign the sales inbox to the salesperson on duty, the service inbox to the advisor of the day, and the parts inbox to the counter, and set the workflow to reassign a task that has not been touched in 30 minutes.
How this was handled before
One main number rang the receptionist, who transferred calls and took messages on a pad. Calls that arrived after hours or while the receptionist was busy went to voicemail. Separate numbers let each department own its callbacks, and a text answers the caller while they are still deciding who to call next.
What to measure
Track missed calls by department, missed call texts sent, replies, callbacks completed within 15 minutes, and opt outs. Compare the callback time by department to find the one that needs more coverage.
Questions people ask
Can each department have its own missed call text?
Yes. HighLevel's Missed Call Text Back is configured on each phone number, so each department's number can send its own message.
What should a service missed call text ask?
The caller's name and vehicle, and whether it is safe to drive, with a link to the service scheduler.
Do these numbers need registration?
US business texting from a standard 10 digit number needs A2P 10DLC registration according to HighLevel's help portal.
You can start a GoHighLevel account here and configure the department numbers, and see the phone and workflow screens in our capabilities demo.