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When a patient calls your clinic’s Routiq number, Robyn answers and takes a message for your team. After the call she texts the caller back, so they can carry on by text and nobody is left waiting.

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What Robyn does on a call

  • She takes a message. The caller tells her what they need, and the team gets it.
  • She doesn’t book, move or cancel on the phone, and she doesn’t check the diary. Bookings happen by text afterwards.
  • She doesn’t take payments or card details over the phone.
  • She doesn’t give medical advice and doesn’t transfer calls.

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Getting a voice line

Routiq sets up your voice line for you. Contact us to get started. Your clinic has one Routiq number for calls and texts. You’ll find it in Settings, then Your clinic, under Number you text from. Routiq issues it, so it can’t be changed there.

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The text after every call

Shortly after a call, Robyn texts the caller from your number. She greets them by first name when she knows it, for example “Hi Sam, it’s Robyn from Harbourside Podiatry.”, and says in a sentence what she understood. Then she ends with one of these:
  • “Reply with a day that suits and I’ll find you a time.” when the caller wants to book and Robyn can book for them by text.
  • “The team will give you a call back when they’re back in the clinic.” when the caller asked for a call back.
  • “The team has your message. You can reply here any time.” for everything else.
If the caller didn’t say anything, she sends: “Sorry we missed you just now. Reply here and we’ll help.” Their reply lands in Chat, where Robyn or your team carries on the conversation. Each text uses credits, like any other message.

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When Robyn doesn’t text back

Robyn only texts back when your clinic is Live and the setting below is on. She also skips a text when the caller:
  • called from a landline, a 1300 or 1800 number, an overseas number or a withheld number;
  • asked not to be texted, or said they were driving;
  • has opted out of all messages;
  • already got an after-call text in the last 30 minutes.
She also won’t text if your clinic is out of credits or the send rules stop it. The call panel says why, for example “Not texted back · a landline”.

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Turn it on or off

Go to Settings, then Your clinic, then Phone calls. The switch is Text callers after a call: “Robyn sends one text from your number after each call, saying the team has their message. Their reply lands in Chat.” It’s on to start with. Only an owner or admin can change it.

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The Calls page

Open Calls in the sidebar. Calls are grouped by day, with two tabs: All calls and Needs action. Every new call starts in Needs action. Press Resolve when it’s handled. To undo, hover over Resolved and press Undo.

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One call

Click a call to see:
  • when it came in, how long it ran and the caller’s number;
  • whether Robyn texted back, for example “Texted back · 2:45 pm”;
  • Wanted and Summary;
  • the transcript, line by line. Press Transcript to download it as a text file;
  • Play recording, when a recording is held for the call. Recordings play from our voice provider. Routiq doesn’t store or download them.
Press Open chat to go to the caller’s text conversation.

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Call emails

When a call finishes, your team gets an email. Missed calls get one too. The subject names the caller, for example “Sam called · Harbourside Podiatry” or “Missed call from Sam · Harbourside Podiatry”. The email holds the call summary with the caller’s surname removed and numbers hidden, and says whether Robyn texted them back. Press Open this call to see it in Routiq. Call emails aren’t in Settings, then Notifications. To change them, contact us.

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On your iPhone

The Routiq iPhone app has a Calls tab with the same All calls and Needs action lists. Press and hold a call to Resolve it, Call back or Open chat. See the iPhone app.