1. It watches for missed calls. Every five minutes it asks Twilio for calls to your business number that ended no-answer, busy or cancelled. Outbound calls and withheld caller IDs are ignored. The oldest unhandled call is taken first, so the person who has been waiting longest is served first. 2. It checks whether texting is the right move — before texting. Four rules, applied in code and never by a model: • the number is on your OptOut list → nobody is texted, ever • Twilio reports a landline → no text, because it would vanish silently; the team gets an email asking for a phone callback instead • the caller was already texted in the last hour → three missed calls produce one message, not three • it is inside your quiet hours → the call is held, not dropped, and picked up on the first tick after the window ends 3. It texts, and it asks. The message names your business, says the call was missed, and offers 1 for a callback, 2 to book, or a free-text reply. STOP always works. While the conversation is open the agent can answer questions, but only from the approved information you give it at install. It cannot invent prices, availability or policy, and it will not ask for card or bank details. 4. The reply decides the ending. • Callback — the request goes to your team by email and stays open. Reply DONE and the record closes. Ignore it three times and it escalates to your named escalation contact with the caller's own words attached. • Booking — they get your booking link by text. • Question answered — the record closes as resolved. • STOP or not interested — the number joins the OptOut list permanently. • No reply after follow-ups — recorded, and the team is told so a person can decide whether to phone. 5. Everything is written down. A Google Sheets workbook is created on the first run — MissedCalls, OptOut and Log — with headers and sample rows already in place. You do not build anything by hand.