Manage your Spruce Phone Number

IN THIS ARTICLE

Introduction to your Spruce Phone Number

Your Spruce phone number can accept calls and text messages from any other 10-digit phone number. If someone texts your Spruce phone number, you can view and reply to these texts by logging into your Spruce account. You can elect for incoming Spruce calls to ring to your cell phone, or to multiple phones simultaneously. You can record a personalized voicemail greeting that a caller will hear if they call your Spruce phone number and you do not answer or if you choose to send the call directly to voicemail. Any voicemail left for you on your Spruce number will be captured through Spruce – the voicemail recording and transcription (if enabled) will appear in a conversation associated with the caller's Spruce contact, not on your personal cell phone or desk phone. 


Manage Call Forwarding 

In order to answer inbound calls to your Spruce phone number, you must set your Spruce number to forward to a physical cell phone or landline. If you list multiple phone numbers, all the phone numbers listed will ring simultaneously and the first phone to answer will be connected to the caller. If no phone numbers are listed in your forwarding list, then inbound calls to your Spruce number will go directly to voicemail. 

How to set up call forwarding [Without a phone tree]

Select the gear icon to view your settings. Select "Phone and SMS" under "Contact," then select your phone number under "Spruce Phone Numbers." Select "Numbers to Ring" under "Settings."

Within Numbers to Ring, you can add or remove phone numbers. When your Spruce number is called, all the numbers toggled ON in the list (blue toggle), will ring. 

How to set up call forwarding [With a phone tree]

With a phone tree on the account you will follow a different procedure to determine what numbers will ring. Please see our other Help Resource on phone tree management here


Customize Voicemail Settings 

Customize Voicemail Greeting

One benefit of Spruce is the ability to maintain a separate professional voicemail greeting, distinct from the personal greeting that lives on your cell phone. As a default, before you've recorded your custom greeting, your Spruce account will play an automated voicemail greeting that names your practice (as you've indicated in your Settings):

“You have reached [Account Name]. Please leave a message after the tone.”

You can customize your voicemail greeting by recording it from the Spruce mobile app. (Please note, you cannot customize your voicemail greeting from Spruce on the web – you must use the mobile app.)

Steps to record your custom greeting

1. Select the gear icon to view your settings. 

2. Select "Phone and SMS" under the "Contact" heading. 

3. Select your Phone Number under the "Spruce Numbers" heading.

4. Select "Voicemail Greeting" under the "Settings" heading. 

5. Select "Custom," and then select the red microphone icon to begin recording your message.

6. Select Save in the top righthand corner to save your recording. 


Voicemail playback/transcription 

You can listen to any voicemails left for you on Spruce. When a new voicemail is recorded, you will receive a notification of new activity in Spruce. The voicemail will be captured in the conversation associated with the phone number that contacted you. 

Spruce also offers automated voicemail transcription. While the automated transcription will not always be a perfect copy of what was said on the voicemail, it's often a helpful tool. 

To enable transcription, select the gear icon to view your Settings. Select "Phone and SMS" under the "Contact" heading, select Voicemail Transcription and then select "Enable".

Unlike the other settings mentioned, which could be set up differently for each potential Spruce number on the account, the setting to enable transcription will apply to all Spruce phone numbers on the account. 

Send all calls to voicemail 

If you do not wish for anyone to answer inbound calls, you can opt to  Send Calls to Voicemail. This setting will result in all inbound calls going to your Spruce number to be immediately sent to voicemail without ringing. This is often used for periods of time when you do not want to receive inbound calls from your Spruce number, but still want callers to leave a voicemail. 

To use this feature, select the gear icon to view your Settings. Select "Phone and SMS" under the "Contact" heading, and select your Phone Number under the "Spruce Numbers" heading. Under "Settings" you will see the option to toggle "Ring" on or off.

When Ring is OFF (grey): Inbound calls will not ring, and callers will be sent directly to voicemail. Your callers will also not hear a ring, but will instead be immediately prompted to leave a voicemail.
  • Please note, when your Spruce number is set to NOT ring, that means none of the phone(s) listed in your ring groups will receive inbound calls. The setting is most commonly used to control after-hours calls once your practice has closed for the day.
When Ring is ON (blue): Inbound calls will ring to the phones designated in your call forwarding settings. 

Additional Spruce phone numbers 

Please contact the Spruce Support team if you are interested in additional Spruce numbers on your account. If you were to have multiple phone numbers, you could configure each one differently so that inbound calls may be forwarded to different cell phones/landlines, and so that the voicemail greetings for the numbers are distinct. 


Managing ownership and membership for teams 

We've created a few tools that will help you and your team manage your Spruce numbers for additional privacy and efficiency. Read on to learn about the tools at your disposal. 

Managing "ownership" 

If you decide to move forward with additional Spruce numbers, because you have a team, you can determine who is the owner of a specific phone number and restrict who can view conversations using specific phone numbers. If someone is an owner, this means that they will be able to see all communication related to this phone number. They'll be able to initiate phone calls and text messages from this phone number and will see any incoming calls, voicemails, and text messages to this phone number. Non-owners or non-members will not have access to correspondence regarding this phone number. They will not be able to see incoming call, voicemails, or text messages to this number. This is helpful if patient data needs to remain private and between the patient and a specific member of your team. 

To define the owner of a specific phone number: 

  1. Visit your settings 
  2. Select Phone and SMS 
  3. Click into any of your Spruce Numbers
  4. Choose the owner under "Owned By" on mobile or "Owner" on web. Please note that you will need to select "Edit" on web before you can change or choose an owner.

The owner can be an individual or a "Team" that you created within Spruce. If you choose a Team, then all members of that team will have access to the phone number. Read more about Teams here.

If you choose to change the owner later on, the new owner will be updated on all conversations in the system and will now be able to view all of those conversations. Please note: if someone is listed as an owner in the settings for a phone number, you will not be able to remove them from any specific conversations. 

Managing "additional members" 

You'll notice when defining the owner of a phone number that there is a field for "Additional Members" if the whole organization isn't the owner. An additional member is also an owner of the phone number. They will have access to incoming calls, texts, and voicemails to that number the same way the owner does and they'll be able to initiate new communication from this number. Add additional members when you need someone to cover for you or if you're sharing a phone number.

To add additional members: 

  1. Visit your settings 
  2. Select Phone and SMS 
  3. Click into any of your Spruce Numbers
  4. Choose additional members under "Additional Members" on mobile or "Additional Internal Members" on web. Please note that you will need to select "Edit" on web before you can change or choose members.


You can edit the owner and additional members at any time as long as you are an admin. Read more about who is an  admin here

If you choose to change the additional members later on, the new members will be updated on all conversations in the system and will now be able to view all of those conversations. Please note: if someone is listed as an additional member in the settings for a phone number, you will not be able to remove them from any specific conversations. 

Adding contact and conversation tags 

You'll notice when editing the owner and additional members that you also have the option to add contact and conversation tags. You can learn more about contact and conversation tags here. To summarize, any conversation tags you add to the phone number will get applied to every patient conversation initiated with that phone number. They'll also get applied when someone reaches out to that phone number. If you remove the tag, the tag will no longer be applied to these conversations.

Adding a contact tag will add that tag to any contacts that are created by interacting with that phone number.

Tagging is helpful when you'd like to categorize patients or indicate that particular conversations belong to a specific provider. You can also create new inbox filters that show you conversations with a specific tag. Learn more about conversation filters here

To add tags: 

  1. Visit your settings 
  2. Select Phone and SMS 
  3. Click into any of your Spruce Numbers
  4. Scroll down to apply tags, and choose which tags you'd like to apply where.

Using automatic assignment for phone numbers 

If you choose a specific teammate or Team to be the owner of a phone number, you'll also have the option of turning on "Auto-Assign." This means that anytime someone calls, texts, or leaves a voicemail for that specific number, the conversation will automatically get assigned to the owner of that phone number . This means that the conversation will fall in their "Mine" or "Assigned to Me" inbox filter if the owner is an individual and the "Assigned to X Team" if the owner is a team. These conversations will not land in the main inbox. This is helpful if only particular teammates need to see incoming communication to that phone number. You can learn more about Conversation Assignment here

To turn on auto-assignment for specific phone numbers: 

  1. Visit your settings 
  2. Select Phone and SMS 
  3. Click into any of your Spruce Numbers (click Edit if on Web)
  4. Click on the owner of the phone number and select the person you want to own the number
  5. On mobile you will be back in the phone number setting so click back into "Owned By" and you will see the next step. 
  6. Toggle on "Auto-Assign" conversations. If it's blue, then it is turned on.
  7. If you're on web, be sure to select "Edit" first

We created these videos showing you how to do this from web version of Spruce and mobile

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