If your office receives lots of calls that would be better handled via messaging conversations, this article is for you. With Missed Call Text, you can give patients a chance to select a Phone Tree dial option or escape a call queue and start a texting conversation with your office.
Tip: You must have missed call text set up, to learn more on how to do so click here. The wording chosen in missed call text will help determine the effectiveness of the functionality outlined in this article.
Start a texting conversation from a phone tree selection
You must have the user role of Super Admin to access this feature. See your role.
- Log into your Weave Portal
- Select phone from the left column
- Select Phone Tree
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Select which phone tree you would like to add the text conversation option to.
Note: If you are on Unify you may need to contact support for assistance in creating a phone tree if one does not exist already.
- Click “Add Dial Number”
- Under the drop down menu for “Routing Option” select “Voicemail Message”.
- Under the “Select Voicemail Box” drop down menu 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.
- Under the “Select Greeting” drop down menu select which voice recording you want to play for the patient.
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To record a new voicemail greeting you can dial *86 on the desktop phone, upload your own media file or record from the mobile app. For a step by step process on recording new greetings please click here.
Tip: Make sure the recording lets the patient know they can stay on the line to record a voicemail or just hang up to start the texting conversation. “If you’d like to start a text conversation hangup now, or stay on the line to leave us a message.”
Start a texting conversation to escape a call queue
- Log into your Weave Portal
- Select phone from the left column
- Select Call Queues
- Select which call queue you would like to add the text conversation option to.
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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.
- Toggle on “Escape Option”
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Click “Save” to save the call queue.
Note: If you are on Unify, you will need to contact support to assist with the completion of setting up starting a texting conversation from the call queue.
- In the left column under phone, select “Mainline” or the department that the queue will belong to.
- Select “Phone Hours & Call Routing”.
- Select “Call Queue”.
- From the “Select a Call Queue” drop down menu select which call queue you want to use.
- Click “Fallback Option”.
- From the “Select a Fallback Option” drop down menu select “Voicemail Message”.
- Under the “Select Voicemail Box” drop down menu 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.
- Under the “Select Greeting” drop down menu select which voice recording you want to play for the patient.
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To record a new voicemail greeting you can dial *86 on the desktop phone, upload your own media file or record from the mobile app. For a step by step process on recording new greetings please click here.
Tip: Make sure the recording lets the patient know they can stay on the line to record a voicemail or just hang up to start the texting conversation. “If you’d like to start a text conversation hangup now, or stay on the line to leave us a message.”
- Click “Save Changes” to save the call routing changes.