How it works
From missed call to structured lead.
A step-by-step look at what happens when a call goes unanswered — and how SMB Pilot turns that moment into a useful, actionable enquiry.
A call goes unanswered
You're on a job, driving, or simply unavailable. A potential customer calls your business number and you can't pick up. Without anything in place, that caller moves on.
Where the business's phone and network setup supports conditional call forwarding, busy, unanswered or unavailable calls can be routed to a dedicated SMB Pilot number. The business keeps the number already advertised to customers. Answered calls continue normally, while voicemail and forwarding behaviour are checked during onboarding.
An automatic conversation begins
The caller receives an SMS that acknowledges the missed call and opens a short, natural conversation — business-appropriate in tone and adaptable to the participating business.
The exchange is designed to feel like a brief, helpful conversation rather than a form or interrogation, responding while the caller's intent is still high.
Useful details are captured
Through a short back-and-forth, the conversation gathers the information that actually matters: what the job is, where it is, when they need it done, and how urgent it is.
The conversation stays focused and asks only the questions relevant to that enquiry. If a caller indicates urgency or says they need to speak to someone directly, the conversation handles that gracefully — it doesn't push them through a script when a human response is clearly needed.
A structured lead is delivered
Once the conversation concludes, you receive a clean summary: caller name, job description, area, timing, and urgency — everything you need to decide whether and how to follow up.
The lead arrives as a structured notification rather than a raw transcript. You can see at a glance whether it's worth a callback, a quote, or a message. No digging through a chat log.
You follow up on your terms
You decide what to do with the lead. Call back, send a message, or note it for later. SMB Pilot gives you the information — the follow-up is yours to manage.
During the pilot, we also track outcomes where possible — whether leads converted, went cold, or needed more information. This helps us improve the service and gives you a clearer picture of the enquiries you were previously missing.
What the caller sees
A short, natural conversation.
Here's an example of what the SMS exchange looks like from the caller's perspective. The wording is business-appropriate and can be adapted for the participating business.
[Business Name] via SMB Pilot
Illustrative example
Hi, thanks for calling [Business Name]. Sorry we couldn't answer. Can I take your name and ask what you need help with?
It's Declan
Thanks Declan. What's the job about?
Leaking pipe under the kitchen sink, needs sorting today if possible
Got it. And what area are you in?
Rathmines, Dublin 6
Perfect. I'll pass that on now. Someone will be in touch shortly.
What you receive
After the conversation ends, a structured lead summary is delivered — no raw transcript, no digging.
New lead
Just now
Names and details shown are illustrative. Actual leads reflect real caller responses.
Have questions?
Read the FAQ for answers about setup, your existing number, data handling, and what the pilot involves.
Read the FAQReady to apply?
We're inviting a small number of Irish trades and service businesses into the early pilot programme.
Apply for the Pilot