A lead called in but I missed it. How do I see missed calls and call back?
Every missed call shows up in your Conversations tab — and calling back within 5 minutes is the single most important thing you can do for your conversion rate.
1
Go to the Conversations tab
Click Conversations in the left sidebar. This is your unified inbox — every missed call, voicemail, text, and email from leads appears here. Missed calls appear as conversation threads, often with a missed call icon or "Missed Call" label.
2
Filter by "Calls" to find missed calls quickly
At the top of the Conversations panel, use the filter or channel dropdown to select Calls. This narrows the list to only call-related threads, making it easy to spot any you haven't returned.
3
Open the missed call thread and review any voicemail
Click the missed call entry to open the thread. If the caller left a voicemail, there will be a playback button — listen to it before calling back so you know what they're interested in and can speak to it immediately when they answer.
4
Call back using the phone icon in the conversation thread
Inside the conversation, click the phone icon to call back directly. Alternatively, click through to the contact record and click the phone icon next to their number. The call will route through your practice number and be recorded automatically.
5
Write a note after you reach them (or don't)
Whether you reach the lead or leave a voicemail, add a quick note to the contact record: what time you called, whether they answered, and what was said. If you couldn't reach them, set a reminder or follow-up task to try again.
Important: The ideal call-back window is under 5 minutes from when a lead first contacts your practice. After 5 minutes, conversion rates drop dramatically. After an hour, most leads have already called another practice.
Pro tip: If it's after hours and a lead left a voicemail, call first thing the next morning — before you do anything else. That lead is still warm. Waiting until mid-morning to return a call that came in the night before is one of the most common and most fixable conversion problems in hair restoration practices.