When a call ends without any input from the caller, your AI Receptionist can automatically send a follow-up SMS message prompting them to call back. You can easily adjust this setting and customize the message text within Call Handling settings in your dashboard, alongside your other follow-up messages.

How it works

When you receive an Unresponsive Caller (i.e., the caller connected to your AI Receptionist but provided no verbal input and did not press any keys) and the call ends, Smith.ai can automatically send a follow‑up SMS to the caller.

How to Configure the Unresponsive Caller SMS Follow-up

1. Log in to your AI Receptionist Dashboard and navigate to the Call Handling tab

2. Scroll down to the Follow-up Communication section and locate the follow‑up titled Unresponsive Callers at the top of your follow‑ups list.

3. To turn the Unresponsive Callers SMS follow-up on or off, locate the checkbox at the bottom of the Follow-up Communication section. For accounts created August 28th 2025 and after, this SMS follow-up is enabled by default.

4. To edit the content of the follow-up message, click the Edit icon at the right end of the Unresponsive Callers message. Ensure that the content remains within the existing character limit shown in the editor. Note that the title is fixed and can’t be changed. 

5. When done, click Save. You'll see a note indicating that changes take effect immediately.

Tip: Keep your message concise and clear. Personalize with supported variables like {{ company name }}. Avoid links if you’re close to the character limit.

When an SMS is sent 

An SMS is sent after the call ends only if all the following are true:

• The global toggle for Unresponsive Caller SMS is On.
  
• The caller connected to AI Receptionist but provided no voice input and no key‑press.
• The call is labeled as an Unresponsive Caller (caller connected with no verbal input and no key-press).

You can view which calls have had an Unresponsive Caller SMS sent by looking in the call log in your dashboard.

Behavior & limitations

• The Unresponsive Callers follow‑up is always visible at the top of your AIR follow‑ups list.
• This follow-up is independent of your existing caller‑type‑based SMS follow‑ups (it doesn’t consume or require a caller‑type selection).
• In the caller-type modal, only the SMS follow‑ups you create can be selected. Protected follow‑ups created by Smith.ai, such as Unresponsive Callers, are not listed there.
• Your message must respect the existing SMS character limit. The editor will show if you exceed it.
  
  

FAQs

Will this send multiple texts if the caller retries?

• No. This feature sends one SMS per qualifying unresponsive call (after the call ends).

Does the SMS send if the toggle is off?

• No. If the global toggle is off, no SMS is sent for unresponsive calls.

Does it send for other caller types?

• No. This specific follow-up is sent only to callers classified as "Unresponsive".

Can I rename or delete the Unresponsive Callers follow-up communication?

• No. You can only edit the content of the message.

Can I pick “Unresponsive Callers” as the follow-up message of my choice within my caller-type playbooks in the Instructions?

• No. Only regular follow-up messages you created within the caller-type modal appear there.

Is there a character limit?

• There is a 400-character count limit. 

When do changes to the content of the text go live?

• Immediately after you click "Save". You’ll see an indicator in the editor.
  

Questions? Contact us!

• If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.
• If you're not yet a Smith.ai client, please schedule a free consultation to get started with our AI Receptionist or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.