Urgent Voicemail Escalation

The Answering Service urgent message escalation phone tree enables your practice to distinguish between urgent and non-urgent voicemails after hours.

When calls are sent to voicemail, patients are invited to leave either an urgent message (by pressing 1) or a non-urgent message (by pressing 2).

If the message is urgent:

  • The audio file appears in the patient thread, marked as URGENT.
  • Members of the team receive a push notification for the new voicemail.
  • Everyone in the "Numbers to Ring" list receives an SMS alert, as extra notification.

If the message is non-urgent:

  • The audio file appears in the patient thread.
  • Members of the team receive a push notification for the new voicemail.

As soon as you activate the Answering Service, you must update your custom voicemail to comply with and enable urgent message escalation. To do this make sure to include “Press 1 to leave an urgent voicemail, 2 for non-urgent.” in your voicemail.

You can record a custom voicemail greeting from within the Spruce app on your iPhone or Android phone. Simply navigate to the menu, tap on your Spruce number to access Phone Settings, tap ‘Voicemail Greeting’, select Custom and record your greeting of choice.

You can also record your greeting using a basic recording app such as Audio Recorder and send it to requests@sprucehealth.com with your team name and we would be happy to upload it for you.

Note that patients hear this message in the following situations:

  • You have the ‘Send Calls to Voicemail’ toggle set to ON
  • You screen a call to your Spruce number and decide not to answer by hanging up
  • You miss a call to your Spruce number

Urgent Message Escalation is 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. 

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