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When you dial several lines at once, two people sometimes answer at the same moment, or someone answers after a rep has stepped away. Only one of them can talk to a rep. The other person hears your missed-answer message instead of silence.

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🔁 What happens on a missed answer

A person who answered is the most valuable lead on your list, so they are put at the top of your callbacks, not back at the end of the list.

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✍️ Write your own

Go to Dialer → Missed-Answer Message. Only the account owner or an admin can change it.
  1. Pick one of the three examples, or write your own (400 characters max).
  2. Click Save and create audio.
  3. Press play under What callers hear now to hear the exact recording.
The examples are filled in with your business name and phone number from your business profile. If a number is missing, add one to your business profile so callers can reach you.
Every message ends with “To be added to our do-not-call list, press 9 now.” This is added automatically and cannot be removed: federal rules require every missed-answer message to let the caller opt out on the spot. Pressing 9 adds the number to your do-not-call list, and the dialer will not call it again.
If you never write one, AI Sync uses the first example for you, so nobody who answers ever hears silence or a sales pitch.

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⚖️ What the message is allowed to say

Federal rules (FTC Telemarketing Sales Rule and FCC 47 CFR 64.1200) limit this recording to three things:

Why you called

That the call was for telemarketing.

Who you are

Your business name.

How to reach you

A number they can call back.
Anything more (an offer, a price, “we’ll call you right back”, a reason to book) can turn this into an unlawful recorded sales call. Your wording is your responsibility; have your compliance advisor review it.

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📏 Keep missed answers rare

The rules also cap missed answers at 3% of calls a person answers, per campaign, over each 30 days. The message is required, but it is not a licence to miss answers. If your rate climbs, dial fewer lines per rep or add reps. See Predictive pacing.

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🆕 What changed recently

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Missed-answer message
Missed answers now hear your message instead of your voicemail. Before this, a person who answered with no rep free waited in silence and then heard your campaign’s voicemail recording. They now hear your own short message, can press 9 to stop future calls, and go to the top of your callbacks.
See What’s New for the full history.