Telephony
Keep your existing phones. Put the calls on the client record.
Reception keeps answering on the same handsets. Clients keep dialling the same number. Taken calls are stored on the client, next to email, WhatsApp and SMS. Missed calls and voicemail go into the inbox, with a note of what was said, so someone can book, call back, or pass the job on. You do not replace the telephone system to get that.
During the day
Missed calls and voicemail stay where the team can see them
They go into the same inbox as email and WhatsApp. Staff can see what the client said, who needs to deal with it, and whether anyone has already called back.
Missed calls and voicemail go into the inbox
If nobody answered, the caller left a message, or the number is not on a client file, it appears in the inbox with a short note of what they said. Reception can see it. So can the next person on duty.
Answered calls stay on the client record
When someone takes the call, it is filed with that client's email, WhatsApp and SMS. You can see what was agreed without asking around or interrupting a consult.
Book, raise a task, or message the client from there
Staff can book an appointment, give the job to a named clinician, draft a text or email, or start a repeat, from the same inbox item. Automations can do that follow-up when you want it to run without someone chasing it.
The telephone system
No change to the phones you already have
Catch missed calls only, log every call then ring the clinic, or pass the live call through to the phone system you already run. BT lines, a hosted system, desk phones, mobiles, or a mix. Staff keep the handsets. Clients keep the number. Nobody learns a new phone system.
Example
Repeat prescription voicemail
A booking request or a callback works the same way. Repeats are one common version of it.
- 1
The owner leaves a voicemail
They ask for a repeat on the number they already dial.
- 2
The message is in the inbox
If the number matches a client, it sits on that record with a note of what they asked for.
- 3
Automation gives the clinician a to-do
The request is assigned to the prescribing vet, not whoever picked up the phone.
- 4
The client is told it is ready to collect
When the prescription is done, they get the message. They do not wait on hold for a sentence the practice already knew.
The to-do and the ready-to-collect message use the automation engine. From that inbox item staff can also book, send a text or email, or raise a task themselves.
See clinic calls in the inbox
If missed calls and voicemail still end up on a pad, we can show the inbox, a named to-do, and a client message such as a repeat ready to collect.