Understanding The Answering Service

A typical voicemail asks the caller to leave a message and sends a push notification to your home screen – this works for your personal line, but acute calls from patients deserve an additional level of urgency.

Spruce's Answering Service enables you to streamline after-hours and on-call coverage. Once you’ve activated it, patients who call your Spruce number hear a custom voicemail with a two-prong phone tree –urgent and non-urgent. All urgent voicemails also trigger an SMS alert to the on-call provider(s).

How to set up the Answering Service

  • The answering service is included as part of our Communicator plan upgrade. If you would like to add this to your account, please message us in the Spruce Support conversation so we can get you set up.
  • Once we've turned on the answering service for your account, you'll need to update your Custom Greeting to comply with the urgent, non-urgent phone tree. Make sure to include the following in your greeting, "To leave an urgent voicemail, press 1; for non-urgent, press 2".
  • Update Numbers to Ring. When a patient calls and leaves an urgent voicemail, all numbers in 'Numbers to Ring' will receive an SMS that an urgent voicemail has been left on your Spruce Number.

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