On Spruce, you can set any auto-replies or phone trees to a schedule so that they will automatically switch to a different behavior at a designated time. The most common use for this is to set up a clinic hours and and after-hours phone tree that will automatically switch based on the hours you set up. You can create and edit your schedules from your Spruce settings, on web. Please note this feature is only available on the Communicator level plan.
For example, if your business is open Monday-Thursday from 9am-5pm and on Friday from 9am-2pm, we can configure schedules such that:
- You have a business hours phone tree active while you are open.
- At 5pm every weekday, the after-hours phone tree is automatically activated, and the business-hours phone tree takes over at 9am the next business day.
- An after hours autoresponder automatically turns on at 5pm every weekday, letting people know they are messaging in after hours and have to call 911 they are having an emergency.
Creating a schedule
To create a schedule, navigate to the "Schedules" section in your Spruce settings and click "New Schedule". Once you label your schedule, choose your timezone, and enter your business hours, click "Save Schedule".
Important note: you do NOT NEED to create two schedules to have a business hours period and an after hours period. You only need one schedule for this, where you define what your business hours are and everything outside of those hours will be considered "After Hours".
Watch video: How to create and edit a schedule
Managing Holidays / Schedule Exceptions
As part of your schedule configuration on Spruce, you have the ability to configure holiday hours as well as one-time exceptions for any times that you know you will want to deviate from your schedule. This will allow you to configure your phone trees / auto-replies in advance of office closures.
Watch video: Holiday Hours / One-Time Exceptions
Who can manage your schedule?
Admins on Spruce can edit ALL schedules that are in the system, whether they were created by themselves or by a teammate. When creating a schedule, a user can choose whether a schedule can be edited by only admins (in addition to themselves) or by other teammates as well.
As a non-admin on Spruce, you will be able to view all schedules in your organization, but you will only be able to edit ones that you have been made a member of, as well as ones that you've created. As a non-admin you will be able to apply any schedule in your organization to your own number. For example if your admin creates a clinic hours schedule you can apply to your own direct phone number for auto-replies.
Watch video: In-depth overview of managing schedule permissions
Overriding your schedule
Once your schedules are set up for your phone tree or auto-replies they will switch automatically. Occasionally, you may want to switch to after-hours earlier than your schedule designates or even turn off the schedule entirely. Within your settings you have control to toggle your schedule on and off.
Override: Phone Tree Schedules Settings
To override the automated behavior, go to your Settings, Phone & SMS and then select the number. If your phone tree is currently applied to a schedule, you'll see an "Override" button, which allows you to override your schedule and enable a different phone tree for a temporary period of time. For example, if your practice is closing early one day, you can click "Override" and enable your After Hours phone tree, which will stay active until your "Clinic Hours" tree is automatically set to become active at a later day / time (usually the next morning).
Override: Auto-Replies and Schedules Settings
To override the automated behavior, go to your Settings, Auto-Replies. If your auto-reply is currently applied to a schedule, you'll see an "Override" button, which allows you to override your schedule and have an auto-reply enabled when it normally wouldn't be for a temporary period of time. For example, if your practice is closing early one day, you can click "Override" and enable your After Hours auto-reply, which will stay active until your "Clinic Hours" period and the auto-reply is automatically disabled..