A missed-call text message template for contractors

Recommended opening message

• “Hi [First Name], this is Sarah with [Business Name]. Sorry we missed your call. What can we help you with?”

This opening is short, honest, and open-ended. It gives the customer room to describe the problem in their own words.

What to ask after the customer replies

• Confirm the type of service requested.
• Ask for the service address when location matters.
• Ask about timing without promising availability.
• Invite photos when they would help the owner understand the request.
• Confirm the best callback method when necessary.

Ask one or two questions at a time. The conversation should feel like helpful intake, not an interrogation.

What the assistant should avoid

• Do not diagnose technical problems.
• Do not promise a price, arrival time, or availability that the owner has not approved.
• Do not imply that a person is typing when the customer is speaking with an automated assistant.
• Do not continue after the owner takes over or the customer asks to stop.

The assistant gathers information and protects the opportunity. Technical, scheduling, pricing, and acceptance decisions stay with the business.

When the owner should be alerted

• The customer describes an urgent need.
• The customer asks for a price, appointment, or owner decision.
• The request appears valuable or time-sensitive.
• The customer sends useful photos or documents.
• The assistant is unsure how to respond.

A good alert gives the owner the customer name, phone number, request, timing, address when available, and the recommended next action.