Spruce Workflows help practices automate common tasks like responding to patient inquiries and triaging messages, reducing administrative overhead and supporting consistent patient care. Supported automations include auto-replying with an urgent button, auto-assigning conversations based on tags, and automatically inviting patients to Spruce.
IN THIS ARTICLE
- Introduction to Spruce Workflows
- Viewing and Managing Workflows
- Workflow: Auto-reply with urgent button
- Workflow: Auto-assignment based on tag
- Workflow: Auto-invite patients to Spruce
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Frequently Asked Questions
- Workflows are available on the Communicator plan. Upgrade by clicking here on a desktop computer.
- Administrators can manage workflows on the web and desktop apps. All teammates can view saved workflows.
Introduction to Spruce Workflows
Workflows are custom-built automations created by the Spruce team. Administrators submit a request through a form in the Spruce platform, and Spruce builds the automation to fit how your practice handles messages. Once a Workflow is built, everyone in your organization can view it, but only administrators can turn it On or Off and request updates.
Each Workflow runs automatically in the background once it's turned on and a specific event occurs, such as a new inbound message or a tag being added to a contact. It then takes an action for your team.
Spruce currently offers three Workflows:
- Auto-reply with urgent button: Instantly replies to inbound messages and allows patients to mark a message as urgent, so your team is alerted only when it matters.
- Auto-assignment based on tag: Routes conversations to the right teammate or team based on tags, so inbound messages land in the right inbox.
- Auto-invite patients to Spruce: Invites patients to download Spruce when a tag is added to their contact.
Viewing and Managing Workflows
Viewing Workflows
All teammates can view a read-only version of the Workflows in your organization by going to Settings > Workflows. This page lists every Workflow in your organization, along with its status, who last edited it, and when it was last edited. Please note: turning a Workflow On or Off will not change the Last Edited timestamp.
Click on an individual Workflow to view more information and manage that Workflow. From there, click the View button to see the details of the Workflow.
Below is an explanation of all the Workflow statuses:
| Status | Description |
| On |
This Workflow is active and will run automatically whenever its conditions are met. Note: Workflows that use Schedules run only during certain times, such as after hours. They still show as On, even at times when they aren't running. |
| Off | This Workflow is saved to your account. It won't run until it is turned back On. |
| Disabled | This Workflow stopped running because something it depends on changed, and it can no longer function properly. Please contact Spruce Support for assistance. |
Managing Workflows
Only administrators can request new Workflows and manage existing ones.
To request changes to an existing Workflow or have it deleted, go to Settings > Workflows > Request Workflow.
To request an update or delete an existing Workflow, go to Settings > Workflows > select the Workflow you wish to update > select the Contact Support to Edit button.
To turn a Workflow On or Off, go to Settings > Workflows > select the Workflow you wish to update > use the toggle under “Status” to turn the Workflow On or Off.
Workflow: Auto-reply with urgent button
This Workflow automatically replies to inbound messages (SMS and/or secure) and allows patients to mark a message as urgent. This can initiate a flow that alerts the right people on your team. It's helpful for after-hours text messages, as you'll only be alerted when a message is urgent. This Workflow can be built alongside your Schedules.
There are two options for how your team can be alerted when a patient marks a message as urgent. You can use one or both of these:
- A Page, within an internal note, can be sent to a teammate or team in Spruce right under the incoming message.
- An SMS text can be sent to the personal cell phone of a teammate or each member of a team, alerting them that they have an urgent message in Spruce.
To get this Workflow added to your organization, fill out the request form here. Here is a brief overview video showing how this Workflow behaves:
Workflow: Auto-assignment based on tag
This Workflow automatically assigns conversations to teammates or teams based on the tag on the conversation or contact. This is especially useful if your practice has multiple team members and only one phone number or Spruce link, since it automatically sorts inbound SMS and secure messages into the right inboxes.
To get this Workflow added to your organization, fill out the request form here. Here is a brief overview video showing how this Workflow behaves:
Workflow: Auto-invite patients to Spruce
This Workflow automatically invites patients to download Spruce whenever a tag is added to a contact. It's most useful when the tag is added automatically rather than manually.
Here are some common ways that practices on Spruce automatically add tags to their contacts:
- Integration with Hint Health
- Integration with Elation Health
- Bulk contact import from the Contacts tab in Spruce
To get this Workflow added to your organization, fill out the request form here. Here is a brief overview video showing how this Workflow behaves:
Frequently Asked Questions
Which Spruce plan includes Workflows?
Workflows are available on the Communicator plan only. You can upgrade here if needed.
What can Spruce Workflows do?
Supported automations include auto-replying with an urgent button, auto-assigning conversations based on tags, and automatically inviting patients to Spruce.
Who can view and manage Workflows?
Everyone in your organization can view Workflows by going to Settings > Workflows. Only administrators can request new Workflows, request changes, and turn Workflows On or Off.
How do I turn a Workflow On or Off?
Administrators can go to Settings > Workflows, select the Workflow, then use the toggle under Status to turn a Workflow On or Off.
Why is my Workflow Disabled?
Spruce disables a Workflow automatically when something it depends on stops working, for example, when a schedule the Workflow uses is deleted. A Disabled Workflow will not run. Contact Spruce Support to get it running again or delete it.
How do I edit or delete a Workflow?
Administrators can go to Settings > Workflows, select the Workflow, then select "Contact Support to Edit." The Spruce team will make the change for you.
How does a practice request a Workflow?
Submit a Workflow request through the form inside the Spruce platform, and the Spruce team will build the automation for you.