Workflow Automation
Introduction to Workflow Automation
Workflow Automation is a tool that helps practices automate common tasks, such as responding to patient inquiries or triaging messages to the appropriate person or team. We built workflows to help you think creatively about ways to achieve the highest level of care and decrease time on administrative overhead. We'll go over these common workflow automations that practices use below. Please note Workflows are only available if you are on the Communicator subscription plan, you can upgrade here if needed.
- Auto assignment based on phone tree
- Auto-reply with urgent button
- Auto assignment based on tag
- Auto invite patient to Spruce
- Auto text back from missed call / voicemail
To submit a workflow automation request to our team, navigate here and provide us with all of the requested information.
Automation: Assignment based on phone tree
If you have a phone tree set up with Spruce, you can use this type of automation to have different options in your phone tree assign conversations to different teammates or even an entire team. This is a great way to get voicemails to the right person at the right team. Reminder that Team would have their own conversation filter for all their assigned messages. To get this workflow added to your organization, fill out this request form here.
To get this workflow added to your organization, fill out this request form here.
Here is a brief overview video showing how this workflow behaves.
Automation: Reply with urgent button
This workflow is used to automatically reply to inbound messages (SMS or secure) immediately and allow patients to select that something is urgent, which can kick off a flow for your team that alerts the appropriate people. This can be helpful so that after-hours text messages only only alert you if urgent. This workflow can be built along with your Schedules or Practice Hours.
There are two options for how your team can be alerted when a patient marks a message is urgent. You can choose to utilize one or both of these:
- A page in an internal note can be triggered for an individual or team in Spruce right under the incoming message and/or
- An SMS text can be sent to the personal cell phone number of an individual or team alerting them that they have a urgent message in Spruce
To get this workflow added to your organization, fill out this request form here.
Here is a brief overview video showing how this workflow behaves.
Automation: Assignment based on tag
This workflow is used to assign conversations to users or teams automatically, 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, as this is how we can sort your inboxes automatically for inbound SMS / secure messages.
To get this workflow added to your organization, fill out this request form here.
Here is a brief overview video showing how this workflow behaves.
Automation: Invite patient to Spruce
This workflow is used to automatically invite patients to download Spruce any time a tag gets added to a contact. Typically, this would only be powerful if it’s a scenario where a tag is being automatically added. If it requires you to manually add a tag to kick off this automation, it’s significantly less powerful.
Here are some common ways that practices on Spruce are automatically adding tags to their contacts:
- Integration with Hint Health
- Integration with Elation Health
- Via bulk contact import from the contacts tab on the Spruce platform
To get this workflow added to your organization, fill out this request form here.
Here is a brief overview video showing how this workflow behaves.
Automation: Text back from phone tree
This workflow is used to send a text to someone who has called your practice. This is a very powerful way to automatically convert callers from phone to text, which is typically a much better patient experience and can greatly improve efficiency for your practice. This is can also be used to capture potential patients that call and hang up so you can engage when you may be too busy to answer the phones.
This can be set up based on your practice's hours with custom copy for missed call and voicemails left.
To get this workflow added to your organization, fill out this request form here.
Here is a brief overview video showing how this workflow behaves.