GHL SMS Callback Workflow Setup

A missed call does not have to end the chat. This video shows you how to build an SMS Callback Workflow in GHL and follow up fast.

What you’ll learn:

• Start the workflow after a missed outbound call.
• Send a short SMS to ask about a callback.
• Wait for a reply and check for a yes.
• Send a final text and test the full workflow.

Your SMS Callback Workflow starts when you call a lead through GHL’s built-in CRM dialer. If the call ends as No Answer, Busy, Voicemail, or Cancelled, GHL sends a text right away. The lead can then reply while the call is still fresh.

The workflow follows a simple path:

• GHL detects the missed outbound call.
• The first SMS asks if the lead wants a callback.
• The workflow waits up to two days for a reply.
• GHL checks if the reply shows positive intent.
• A confirmation SMS is sent when the lead says yes.
• The workflow ends if no reply comes in.

This keeps your follow-up clear and useful. You are not chasing the lead with extra messages. You are giving them one easy next step, then confirming the callback when they respond.

Your SMS Callback Workflow starts with the Call Details trigger in GHL. This trigger checks calls made through the built-in CRM dialer. When an outgoing call ends with the right status, GHL adds the lead to the workflow.

Set the trigger filters like this:

• Set Call Direction to Outgoing.
• Set Call Status to No Answer.
• Add Busy as another call status.
• Add Voicemail as another call status.
• Add Cancelled as another call status.
• Save the trigger after you check each filter.

The built-in dialer matters here. If you call from your cell phone or another app, the SMS Callback Workflow will not start. Use a clear trigger name, such as Outbound Call Missed, so you can find it fast when you need to test or edit the workflow.

You will build this SMS Callback Workflow in the GoHighLevel Workflow Builder. It starts after a missed call. GHL then sends a text, waits for a reply, and sends a second text when the lead says yes.

You will also set a two-day wait, use the lead’s local time, turn on the workflow, and test each step. Here is how to build and test the SMS Callback Workflow in GHL.

• Access the Workflow Builder from the Automation Section.
• Set the Call Details Trigger After Renaming Your Workflow.
• Rename the Call Details Trigger and Add a Filter.
• Set Call Direction Before Adding Another Filter.
• Set Call Status Before Saving the Trigger.
• Search for and Add a Send SMS Action Element.
• Add the SMS Callback Request Message.
• Search for and Add a Wait Action Element.
• Rename the Wait Action Element and Set the Wait Type.
• Add the If / Else Action Element.
• Set and Configure the Contact Replied Scenario Recipe.
• Set Contact Replied to True Before Adding a New Filter.
• Set the Intent Type Before Saving the If / Else Element.
• Search for and Add Another Send SMS Action Element.
• Add the SMS Confirmation Message.
• Open the Workflow Settings and Set the Contact Timezone.
• Publish and Save Your Workflow.

To start, make sure you are logged in to your GoHighLevel sub-account. For this workflow to work, make sure you place the call using GHL’s built-in CRM dialer.

• Create your SMS Callback workflow using the Workflow Builder in the Automation section.

1.1 Click Automation.

• You will be taken to the Workflows tab by default.

1.2 Click Workflows.

• You will see a list of workflows, along with options such as Create Folder, Build Using AI, and + Create Workflow.

1.3 Click + Create Workflow.

• A dropdown menu will appear with several options, including + Start from Scratch.

1.4 Click + Start from Scratch.

• You will be taken to the Workflow Builder.

• Rename your workflow, then set the Call Details trigger.

2.1 Rename your workflow.

• Click the Pencil icon at the top of the Workflow Builder and enter a new name for your SMS Callback workflow.

2.2 Click Add New Trigger.

• The trigger library will appear, where you can search for and select a trigger.

2.3 Search for and select Call Details.

• You will be taken to the Call Details trigger settings.

• Give the Call Details trigger a clear name, then add a filter.

3.1 Rename the Call Details trigger.

• This makes it easier to identify on the workflow canvas.

3.2 Click Add Filters.

• A drop-down filter will appear below the Add Filters button.

• Choose Call Direction as the filter, then select Outgoing before adding another filter.

4.1 Select Call Details from the first drop-down filter.

• Another drop-down filter will appear below the first filter.

4.2 Choose Outgoing for this filter

• The chosen filter should appear in the second drop-down filter.

4.3 Click Add Filters.

• A drop-down filter will appear below the first filter set.

• Choose Call Status as the filter, then select busy, canceled, voicemail, and no-answer before saving the trigger.

5.1 Select Call Status from the second drop-down filter set.

• Another drop-down filter will appear below the second filter.

5.2 Choose busy, canceled, voicemail, and no-answer.

• The chosen filter should appear in the second drop-down filter.

5.3 Click Save Trigger.

• The trigger will now appear on the SMS Callback workflow canvas.

• Click Add New Element, then search for and select the Send SMS action element.

6.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

6.2 Search for and select Send SMS.

• You will be taken to the Send SMS settings.

• Rename the action element, then enter the SMS message before saving the action.

7.1 Rename the action element.

• This makes it easier to identify on the workflow canvas.

7.2 Enter the SMS callback request body.

• Keep the message clear, polite, and helpful.

7.3 Click Save Action.

• The Send SMS action element will now appear on the SMS Callback workflow canvas.

• Click Add New Element, then search for and select the Wait action element.

8.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

8.2 Search for and select Wait.

• You will be taken to the Wait settings.

• Rename the action element and select the Until the contact replies Wait type.

9.1 Rename the Wait action element.

• This makes the workflow easier to read on the workflow canvas.

9.2 Select the Until the contact replies option.

9.3 Select the previously created Send SMS action element.

• The Send SMS action name should appear in the dropdown options.

9.4 Set the Timeout for 2 days.

9.5 Click Save Action.

• The Wait action element will now appear on the SMS Callback workflow canvas.

• Search for and add the If / Else action element to the workflow.

10.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

10.2 Search for and select the If / Else action element.

• You will be taken to the If / Else settings page.

• Rename the element, then select and configure the Contact Replied scenario recipe.

11.1 Rename the If / Else action element.

• Use a clear and simple name.

11.2 Click the Scenario Recipe dropdown and select the Contact Replied recipe.

• The Contact Replied recipe should appear in the workflow branches.

• Set Contact Replied to True before clicking the + Filter button in the first branch.

12.1 Make sure the first filter in the first branch is Contact Replied.

• This filter checks whether the contact sent a reply.

12.2 Set the condition to True.

• This confirms that the contact replied.

12.3 Add a new filter to the first branch.

• Another dropdown filter should appear under the AND condition.

• Set the Intent Type filter to Positive/Yes before clicking Save Action.

13.1 Select Contact Reply, then choose Intent Type.

• Another dropdown filter should appear.

13.2 Select Is in the second filter.

• This sets the rule used to check the reply.

13.3 Select Positive/Yes as the Condition.

13.4 Click the Save Action button.

• The If / Else action element will now appear on the SMS Callback workflow canvas.

• Click Add New Element, then search for and select another Send SMS action element.

14.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

14.2 Search for and select Send SMS.

• You will be taken to the Send SMS settings.

• Rename the action element, then enter the SMS message before saving the action.

15.1 Rename the action element.

• This makes it easier to identify on the workflow canvas.

15.2 Enter the SMS Confirmation body.

• Keep the message clear, polite, and helpful.

15.3 Click Save Action.

• The Send SMS action element will now appear on the SMS Callback workflow canvas.

• Click the Settings tab at the top of the workflow canvas, then set the Contact Timezone in the Communication section before returning to the workflow builder.

16.1 Click the Settings tab.

• You will be taken to the workflow settings section.

16.2 Set the Contact Timezone.

• This helps the workflow send messages based on the contact’s local timezone.

16.3 Click the Builder tab.

• You will return to the workflow canvas.

• Turn on Publish and save your workflow.

17.1 Turn on the Publish toggle.

• The toggle will turn blue to show that it is active.

17.2 Click Save.

• The red dot on the Save button will disappear, confirming that your SMS Callback workflow has been saved.

Your SMS Callback Workflow works best when the first text is short and easy to answer. Keep the message clear, friendly, and direct. The goal is not to write a long sales pitch. You just want to help the lead take the next step.

Use these tips to get more replies:

• Keep the first SMS short and clear.
• Use the lead’s first name.
• Ask one simple question.
• Give the lead an easy reply, such as YES or NO.
• Ask for the best day and time to call back.
• Send the text right after the missed call.
• Stop the workflow after the reply or two-day wait.
• Test the message before using it with real leads.

Small changes can lift your reply rate. Clear wording, good timing, and one easy choice make it simpler for leads to respond. Check your SMS Callback Workflow from time to time and adjust the message if replies start to slow down.

An SMS Callback Workflow helps you stay in touch after a lead misses your call. It works well for agencies, local service teams, clinics, consultants, and sales staff who call new leads each day.

You can use it to:

• Follow up after a missed sales call.
• Help a lead choose a better time to talk.
• Give your team a clear follow-up process.
• Cut down on manual text messages.
• Keep each reply inside the GHL contact record.
• Add the workflow to a client setup.
• Use it as part of a white-label service.

The main benefit is simple. Your team does not have to remember who needs a text after each missed call. The SMS Callback Workflow sends the first message, gives the lead an easy way to reply, and helps you continue the conversation at the right time.

Your SMS Callback Workflow is simple once each step is in place. Still, a few setup details can cause trouble. These answers will help you fix common issues and make the workflow fit your sales process.

A missed call does not have to end the conversation. Your SMS Callback Workflow sends a quick text, waits for a reply, and confirms the next call. You stay in touch without adding more manual work for your team.

Each part of the workflow has one clear job. The Call Details trigger starts the process. The first SMS asks if the lead wants a callback. The wait step gives them time to reply. The last message confirms the call when they say yes.

Timing matters here. You give the lead an easy way to reply while your call is still fresh. You also keep the full exchange inside GHL, so your team can see what happened and know what to do next.

Build the workflow, test each path, and make sure your team uses the GHL dialer. Once it is live, your SMS Callback Workflow can help you save missed calls and keep your follow-up clear.