Start a Text Conversation from a Phone Tree or Call Queue

If your office receives lots of calls that would be better handled via messaging conversations, you can allow customers to start a text thread with you right from your Phone Tree or Call Queue using your Missed Call text.

Phone Tree Text Conversations

1. Log into your Weave Portal
2. Select Phone from the left navigation menu
3. Select Phone Trees from the dropdown
4. Select which phone tree you would like to add the text conversation option to

   Note: If you are a Unify customer, you may need to contact support for assistance in creating a phone tree if one does not exist already.

5. Click Add Dial Number 
6. Within the Routing Option dropdown, select Voicemail Message
7. Select which Voicemail Box to send the caller to if they wish to leave a voice message and start a texting conversation from the dropdown
8. Under the Greeting dropdown, select which voice recording you want to play for the patient
9. To record a new voicemail greeting, dial *86 on the desktop phone, upload your own media file, or record from the mobile app. Learn more about how to record new greetings

   Tip: Make sure the recording informs callers to stay on the line to record a voicemail or hang up to start the texting conversation. For example, “If you’d like to start a text conversation hang up now, or stay on the line to leave a message.” 

Call Queue Text Conversations

1. Log into your Weave Portal
2. Select Phone from the left column
3. Select Call Queues 
4. Select which call queue you would like to add the text conversation option to
5. Toggle on Greeting and select the greeting for the call queue

   Tip: The greeting should let the patient know they are entering a call queue and can press “0” to escape the queue and start a texting conversation or leave a voicemail message.

6. Toggle on Escape Option 
7. Click Save to save the call queue

   Note: If you are on Unify, you will need to contact support to assist with setting up the ability to start a text conversation from the call queue.

8. In the left navigation menu, click Phone
9. Select Mainline or the department that the queue will belong to 
10. Select Phone Hours & Call Routing
11. Select Call Queue
12. From the Select a Call Queue dropdown, select which call queue you want to use
13. Click Fallback Option
14. From the Select a Fallback Option dropdown, select Voicemail Message
15. Under the Select Voicemail Box dropdown, select which Voicemail Box you wish to send the caller to if they wish to leave a voice message in addition to starting a texting conversation
16. Under the Select Greeting dropdown, select which voice recording to play for the patient
17. To record a new voicemail greeting, dial *86 on the desktop phone, upload your own media file, or record from the mobile app. See a step-by-step process on recording new greetings

    Tip: Make sure the recording informs callers to stay on the line to record a voicemail or hang up to start the texting conversation. For example, “If you’d like to start a text conversation hang up now, or stay on the line to leave a message.”

18. Click Save Changes