Tired of missing incoming phone calls?
Wish you could respond automatically to incoming phone calls via text?
Wish you didn't have to waste time listening to voicemails?
Tired of paying for an expensive answering service?
Well, now there is a solution!
Incoming phone calls that are not answered in the office can be forwarded to a customizable voicemail. The voicemail can be configured to play a different message depending on the time of day (after hours, lunch, holidays, etc..)
If the phone number the person calling from exists in your EHR, then TrackStat will identify them as a patient and automatically send them a customizable text message such as:
Sorry, we missed your call {{PatientFirstName}}. We are currently closed. For a quicker response, please reply with a date and time via text or use this link to schedule an appointment:
{{AppointmentInviteLink}}
{{OfficeName}}
If the phone number that the person calling from does NOT exist in your EHR, then TrackStat will identify them as a non-patient and automatically send them a customizable text message such as:
Sorry, we missed your call. We are currently closed. For a quicker response, please reply with a date and time via text or use this link to schedule an appointment:
{{AppointmentInviteLinkNP}}
{{OfficeName}}
If the caller leaves a voicemail, TrackStat can transcribe the message and provide the written message and audio recording in the TrackStat Inbox for easy access!
The auto attendant is available for an additional fee per month.
Here is how to set it up
Step 1
Go to Marketing > Voicemail Configuration > Change hours and save configuration
Step 2
Setup 3 sets of voicemails:
Working hours - office hours
Non-working hours - outside of office hours
Lunch break hours - lunch hours
Please upload your audio for your voicemail, which you can record in garageband (Mac) or Audacity (PC) or a variety of other voicemail recording services. Or use TrackStat's audio recorder
Note that a typed out voicemail is the text to voice option, which is the least preferred method.
Step 3
Next, edit your text messages for
Working hours
Non-working hours
Lunch hours
Holiday hours
Note
{{AppointmentInviteLinkNP}} - is the scheduling link for new patients, and should only be used for non-patient responses. This is assuming you have online scheduling setup for new patients.
{{AppointmentInviteLink}} - is the scheduling link for existing patients, and should only be used for patients. This is assuming you have online scheduling set up for existing patients.
If you do not have online scheduling setup, you could request for them to reply back with a preferred date and time.
You must enable an auto-response in step 3
Step 4
Call the number to test this; note the text response is within a minute.
Step 5
Reach out to your phone company and have them forward your calls after 5-6 rings to the Trackstat voicemail assistance number. You may choose to forward calls during working hours after 6 rings and non-working hours after 3 rings.
Step 6
Check your voicemails in the inbox. You must select message type > audio message and sort by most recent message.
