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

# Missed-Answer Message

> What a person hears when they pick up and every rep is busy, how to write your own, and what the law requires.

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.

## 🔁 What happens on a missed answer

```mermaid theme={null}
graph TB
    A[📞 Someone answers] --> B{Is a rep free?}
    B -->|Yes| C[🧑 Connected to the rep]
    B -->|No| D[🔊 Your missed-answer message plays]
    D --> E{Did they press 9?}
    E -->|Yes| F[🚫 Added to your do-not-call list]
    E -->|No| G[📋 Marked Answered – Not Connected]
    G --> H[⭐ Listed first in Callbacks<br/>once the list's redial wait is up]
```

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.

## ✍️ 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.

<Note>
  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.
</Note>

If you never write one, AI Sync uses the first example for you, so nobody who
answers ever hears silence or a sales pitch.

## ⚖️ 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:

<CardGroup cols={3}>
  <Card title="Why you called" icon="bullhorn">
    That the call was for telemarketing.
  </Card>

  <Card title="Who you are" icon="building">
    Your business name.
  </Card>

  <Card title="How to reach you" icon="phone">
    A number they can call back.
  </Card>
</CardGroup>

<Warning>
  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.
</Warning>

## 📏 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](/dialer/predictive-pacing).

## 🆕 What changed recently

<Update label="28 Sep 2026" description="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.
</Update>

See [What's New](/go-live/changelog) for the full history.