Missed Call Callback Scripts: 8 Ready-to-Use Templates

A missed call callback means getting back to a call your business couldn't answer, quickly, to find out what the caller wanted. People who miss your callback usually remember why they called but may not recognise the number calling them back, so a good callback gives the business name and "you called us" in the first sentence. This pack contains 8 ready-to-use texts: an instant callback after a missed call, a next-morning callback for an after-hours call, a callback to someone who hung up in the queue, a reply to a voicemail, a callback with an SMS confirmation, a final message after two attempts, a WhatsApp message and a callback request form confirmation.

We explain why getting back to callers matters, and what unreturned calls cost, in our article on missed calls and automatic callbacks; to work it out with your own figures, use the missed call cost calculator. For the terms, see the callback and voicemail entries. In Speakline, missed calls are collected in a list your team can see, callers who choose a callback instead of waiting can use queue callback, and voicemails are kept with their transcripts. The Turkish voice agent or your operators can call back with these scripts; announcements for after-hours callers are in the greeting and after-hours announcements pack.

A callback answers the caller's own request; adding a campaign or a new product to it can change the nature of the call and, in Turkey, may require İYS consent. See the İYS entry for details. If you only see a number on screen, don't assume the caller's name; introduce your business in the first sentence and ask who you are speaking to. If you record calls, keep the recording sentence in the opening (KVKK and call recording). The Turkish version of this pack spells out numbers in the spoken scripts for Turkish speech engines.

Instant callback after a missed call

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. You called us from this number a moment ago, and we weren't able to answer. How can I help you?

Take the request
Customer: [Customer request]
Assistant: [Answer based on approved information or next step]

Doesn't remember calling
Customer: I didn't call you.
Assistant: I see, perhaps someone else called from this line. I'm sorry to have disturbed you. Have a good day.

Can't talk now
Customer: I'm busy right now.
Assistant: I understand. When would be a good time to call you?
Customer: [Preferred time]
Assistant: Noted, we'll call you [Preferred time].

Handover
Customer: I'd like to speak to someone on your team.
Assistant: Of course, I'll put you through to a colleague now. Please stay on the line.

Closing
Assistant: Thank you for calling us, have a good day.

The sooner you call back, the more easily the caller remembers why they called. Don't argue with someone who says they didn't call; end the call politely and take the number off the list.

Next-morning callback for an after-hours call

Opening
Assistant: Good morning, this is the AI assistant calling on behalf of [Business name]; this call is recorded. You called us [Call time], outside our business hours, and we wanted to get back to you. Is now a good time to talk?

Still needs help
Customer: Yes, I wanted to book an appointment.
Assistant: Let me help you with that now. Which day and time would suit you?

No longer needed
Customer: It's sorted, no need.
Assistant: Glad to hear it, and thanks for letting us know. If you need us, our opening hours are [Opening hours]. Have a good day.

Left a message
Customer: I left a message last night.
Assistant: Yes, we received your message. I'm calling about [Message summary]. Here's how I can help: [Answer or next step].

Can't talk now
Customer: I'm busy at the moment.
Assistant: I understand. What time today would suit you?

Closing
Assistant: Thank you, have a good day.

Make morning callbacks shortly after opening, before the day gets busy. Fill [Call time] with a phrase such as "last night" or "at the weekend".

Callback to a caller who hung up in the queue

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. When you called us a little while ago, you had to wait on hold, and we're sorry about that. Can I help you now?

Request
Customer: Yes, [Customer request].
Assistant: [Answer based on approved information or next step]

Needs an agent
Customer: I need to talk to an agent about this.
Assistant: Of course. I'll put you through to one of our agents now and give them a summary of your request, so you won't need to start again.

Agents busy
Assistant: Our agents are on other calls right now. Rather than keeping you waiting again, would you like an agent to call you today at around [Time]?

Closing
Assistant: Thank you for your patience, have a good day.

Someone who hung up in the queue has already waited; apologising in the opening and not making them wait again matters. If your queue system allows it, give callbacks priority; see the call queue entry for the term.

Replying to a voicemail

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Context
Assistant: Thank you for the voicemail you left us [Message time]. You mentioned [Message summary], and I'm calling to help with that.

Answer
Assistant: [Answer based on approved information or next step]

Summary is wrong
Customer: No, I was asking about something else.
Assistant: I'm sorry, I may have misunderstood. Could you tell me again what you need?

Handover
Customer: I'd like to talk to someone on your team about this.
Assistant: Of course, I'll put you through now. I'll pass on your message and what we've discussed.

Closing
Assistant: Thanks again for your message, have a good day.

Mentioning the message summary in the opening shows the caller that their message was heard. If the message contains sensitive information, such as health or debt details, make sure you are speaking to the right person before repeating any of it.

Callback with an SMS confirmation

At the end of the call
Assistant: Would you like us to send you a summary of what we've discussed by text message?
Customer: Yes, please.
Assistant: Thank you, you'll receive a text shortly. Have a good day.

Text message
[Business name]: Hi [Customer name], summary of today's call: [Short summary]. You're booked for [Date] [Time]. Questions? Call [Phone number]

Only include what was discussed on the call in the text, and no promotions. A single SMS holds 160 characters, but non-Latin and some accented characters can lower that limit depending on the encoding, so check the filled-in text with your provider's character counter.

Final message after two attempts

Hello, this is the AI assistant calling on behalf of [Business name]. You called us [Call time], and we tried to reach you twice but couldn't get through. We won't call you again about this. If there's still anything we can help with, please call us on [Phone number] between [Opening hours]. Once again, our number is [Phone number]. Have a good day.

The final message makes it clear that the calls have stopped, so the person doesn't expect to keep being called. Someone else may hear the voicemail, so don't repeat the reason for the call or any personal details.

"Sorry we missed you" WhatsApp message

Hi [Customer name], this is [Business name]. You called us today at around [Time]; we called you back but couldn't reach you. How can we help? You can reply here or share a time that suits you, and we'll call you then.

On the WhatsApp Business Platform, messages a business starts outside the 24-hour window after the customer's last message need an approved message template, so have this text approved as a template through your provider. If the customer replies, continue the conversation in the omnichannel inbox your team works from; more ready-made messages are in the WhatsApp and SMS reply templates pack.

Confirming a callback request form

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Context
Assistant: You asked to be called about [Request topic] through the form on our website [Request time]. I'm calling to confirm your request and arrange a convenient time for a call.

Confirm
Customer: Yes, I filled in the form.
Assistant: Thank you. [Specialist or team name] will discuss this with you. Which time window suits you today or tomorrow?
Customer: [Preferred time]
Assistant: Noted; [Specialist or team name] will call you [Preferred time].

Wants to talk now
Customer: Can we talk now?
Assistant: Let me check whether the team is free. If they are, I'll put you straight through. Please stay on the line.

Didn't fill in a form
Customer: I didn't fill in any form.
Assistant: I'm sorry, your number may have been entered by mistake. I'm deleting this request, and we won't call you about it again. Have a good day.

Closing
Assistant: Thank you, speak soon.

Saying where the request came from and what it was about builds trust. Delete the number straight away if the person says they didn't fill in the form; forms submitted with someone else's number can create a personal data problem. More outbound scripts are in the outbound call scripts pack.