> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avidra.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Missed Call Recovery

> Understand how Avidra detects missed calls, creates leads, and triggers recovery workflows.

Missed-call recovery is the core workflow that turns a missed caller into a tracked lead and starts SMS recovery automatically. It runs in the background — no manual steps required after setup.

## How the recovery flow works

Every missed call passes through a series of automated checks before Avidra sends a text-back. Here is the full sequence:

<Steps>
  <Step title="Call comes in">
    A customer calls your tracked business number. The call routes through Twilio — either directly to your Avidra number or forwarded from your existing business line.
  </Step>

  <Step title="Avidra detects the miss">
    Avidra validates the call webhook, identifies the workspace by the called number, and confirms the call reached a final missed state (not still ringing, not answered by voicemail).
  </Step>

  <Step title="Duplicate and routing checks">
    Before creating a lead, Avidra checks:

    * Was this call already processed?
    * Did voice recovery already handle this call?
    * Does this number map to a valid, active workspace?

    If any check fails, the call is logged but no text-back fires.
  </Step>

  <Step title="Lead is created or updated">
    Avidra creates a new lead record — or updates an existing one if the caller has called before. This includes grouping repeat callers under the same lead.
  </Step>

  <Step title="Recovery SMS is sent">
    The caller receives an instant text-back from your Avidra number. The message uses your business name and a natural opening. If AI SMS is enabled, the conversation continues automatically from here.
  </Step>
</Steps>

## What the caller experiences

From the customer's perspective, the experience is simple:

1. They call your business number
2. Nobody answers
3. Within seconds, they get a text: "Sorry we missed your call — what can we help you with?"
4. They reply, and the conversation continues

There is no voicemail prompt, no hold music, no delay. The caller goes from silence to a live text exchange in under 10 seconds.

<Tip>
  This is what keeps leads in your pipeline. Most callers who hit voicemail never leave a message — they call the next business instead. An instant text changes that behavior.
</Tip>

## When a text-back may not happen

A missed call does not always trigger a text-back. Avidra evaluates several conditions before sending:

<AccordionGroup>
  <Accordion title="Call was not in a final missed state">
    If the call is still ringing or has not yet completed, Avidra waits. Only calls in a confirmed missed state trigger recovery.
  </Accordion>

  <Accordion title="Number does not map to a workspace">
    The called number must be linked to an active Avidra workspace. Unrecognized numbers are ignored.
  </Accordion>

  <Accordion title="Lead was already processed">
    If this caller was already processed recently, Avidra avoids sending duplicate messages. The duplicate-check window prevents spamming repeat callers.
  </Accordion>

  <Accordion title="Voice recovery handled the call">
    If AI voice answered the call and completed recovery, SMS text-back is skipped to avoid redundancy.
  </Accordion>

  <Accordion title="Workspace setup is incomplete">
    Phone setup, forwarding verification, or routing must be complete. See [Phone Setup](/configuration/phone-setup).
  </Accordion>

  <Accordion title="Billing or plan restriction">
    If billing is inactive or the workspace plan does not support text-back, recovery is paused. Check [Billing and Plan](/configuration/billing-and-plan).
  </Accordion>
</AccordionGroup>

## Testing missed-call recovery

Run a live test to confirm recovery works end to end:

<Steps>
  <Step title="Use a different phone">
    Do not call from your business phone. Use a personal phone or a colleague's phone so the call appears as an inbound customer call.
  </Step>

  <Step title="Call your business number and let it ring">
    Do not answer. Let the call go to a full missed state.
  </Step>

  <Step title="Wait for the text-back">
    The caller phone should receive an SMS from Avidra within 10 seconds. If AI SMS is enabled, you can reply to test the full conversation flow.
  </Step>

  <Step title="Check the dashboard">
    A new lead should appear in the dashboard. Verify the lead shows the correct caller number, timestamp, and recovery status.
  </Step>
</Steps>

<Warning>
  If missed calls are not creating leads, the most common cause is incomplete phone setup or forwarding that was never verified. Start with [Phone Setup](/configuration/phone-setup).
</Warning>

## Repeat callers

When the same phone number calls multiple times, Avidra groups those calls under a single lead. This means:

* Your team sees one caller record, not five separate entries
* Call history shows every attempt from that number
* The conversation thread continues from where it left off
* Pipeline stage reflects the most recent interaction

This prevents duplicate follow-up and gives your team the full picture before calling back.

## Related pages

<CardGroup cols={3}>
  <Card title="Phone Setup" icon="phone" href="/configuration/phone-setup">
    Configure routing and forwarding.
  </Card>

  <Card title="Leads" icon="user-plus" href="/using-avidra/leads">
    Manage recovered callers.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/support/troubleshooting">
    Diagnose recovery issues.
  </Card>
</CardGroup>