HighLevel updated Missed Call Text Back so that, if the number that received the call cannot send SMS, the system automatically selects another eligible number in the location. Source: HighLevel changelog
The selection tries first the number called if it can send SMS, then a number previously used with that contact, the default outbound number and finally another available eligible number. Source: HighLevel changelog
The SMS may arrive from a different number than the one the contact called. DND and communication preferences are still respected, and if no eligible number exists the failed attempt stays visible in the conversation. Source: HighLevel changelog
What to do today
Review the locations that use Missed Call Text Back and confirm they have at least one number eligible for messaging, especially when they use number pools, call tracking or unverified toll-free numbers. Source: HighLevel changelog
Keep in mind that some contacts may receive the follow-up from a different number than the one they called when the original number is not eligible for SMS. Source: HighLevel changelog