Spruce auto-replies let practices send automatic responses to incoming messages based on configured triggers. Responses can be customized per phone number or Spruce Link being used, or set for specific days / times using Schedules (Communicator plan only).
IN THIS ARTICLE
Introduction to Auto-Replies
Auto-Replies are automated responses that send to patients when they message your clinic. You can use Auto-Replies to set patient expectations around when you’ll get back to them, create after-hours messaging, and more.
You can create your own Auto-Replies in Spruce, and once created, you can turn them on and off as needed. You can also create Auto-Replies that trigger based off of different inbound communication channels (e.g. a separate Auto-Replies for patients who SMS text your clinic phone number versus patients who securely message in through the app). We'll go into more detail about the configuration of Auto-Replies in the next section.
Note: Auto-replies will trigger only once per 15 minutes as a default. For example, if the patient messages in multiple times within that 15 minute range they will only get the auto-reply once. If 15 minutes passes and they message back in they will get the auto-reply again. Messages from the provider will also 'reset the clock' so if you respond to your patient the auto-reply will not trigger for 15 minutes after your response. If you would like to change this frequency to be a custom time frame please message into Team Spruce Support. Please note customizing this is part of our Communicator plan.
How to Create an Auto-Reply from the Web App
The first step to creating an Auto-Reply is to navigate to the "Auto-Replies" section of Settings under Advanced. You'll see the option to "Create New", select that, and it will open the Auto-Reply creation screen.
The "Title" of the autoresponder is for your purposes. Patients will not see this title. So, for example, if you were creating an out-of-office autoresponder, you may want to title it something like "Out of Office Reply."
The "Triggers" section is where you select the inbound channel for which you want to send the message. So, if you want to send a different message to patients who SMS your clinic versus those who securely message your clinic, you can do so here. Once you've defined your triggers, you can select who the "Sender" of the message is. If you are a one-person clinic, this step is not relevant to you, but if you are part of a larger team, you can decide from whom patients see the message is sent. To edit this, click on your practice name that will be listed and a drop down list of teammates, and Teams (if setup) will be listed, select your choice.
Finally, you'll see the "Tags" section. You can trigger the Auto-Reply to send depending on one or more tag-based rules.
- Select "+ Add Tag Condition"
- Base the rule on Conversation Tags, Contact Tags, or Conversation or Contact Tags
- Trigger the auto-reply when All of, Any of, or None of the tags you list are present
- Begin typing in the entry field to autofill from your active tags, or choose to create a new tag
When the conditions for the tag-based rule or rules are met, the auto-reply will be triggered.
Note: Auto-replies will only trigger for conversations and/or contacts that match all of the filter rules you create. Due to this, using multiple filter rules may result in few or no auto-replies being triggered.
If you want to turn on this auto-reply now make sure to toggle on "Enable Auto-Reply" and then select "Save" and your Auto-Reply will be active!
Watch this video overview of creating 'Auto-Replies' on web:
How to Create an Auto-Reply from the Mobile App
The first step to creating an Auto-Reply is to navigate to your Settings tab, then Advanced and tap on "Auto-Replies". Select "New" at the top right and you'll be taken to the Auto-Reply creation screen. Once you're there, you'll be presented with a screen to customize your Auto-Reply and the conditions that will trigger it to send and enable it.
The "Auto-Reply Name" is for your purposes only and patients will not see this title. Select "Add Label" to add a name. So, for example, if you were creating an out-of-office autoresponder, you may want to title it something like "Out of Office Reply."
If you're on the Communicator plan, you have the option to "Manage Auto-Reply with a Schedule", which allows you to have your auto-reply turn on / off based on your practice hours. Toggle it "On" and then select a schedule to attach to the auto-reply. If you haven't created a schedule yet, you can read more about how to do that here.
"Auto-Reply Conditions" allow you to restrict when this auto-reply triggers, based on the communication channel being used or tags on the conversation / contact that messaged your organization. The "Tag Conditions" mirror what you see when you create inbox filters. You have the options to use contacts tags or conversation tags and to trigger when All of, Any of, or None of the tags you list are present.
In the "Auto-Reply Message" section, you'll be able to compose the message that you want to auto-send to patients that meet your defined criteria, as well as select the sender. You can attach files, photos and videos to the autoresponder.
If you want to turn on this auto-reply now make sure to select "Save" and your Auto-Reply will be active!
Watch this video overview of creating 'Auto-Replies' on mobile:
How to Manage Existing Auto-Replies
At any time you can edit your Auto-Replies, turn them on or off, or entirely delete them. To toggle an Auto-Reply on or off, navigate to the "Auto-Replies" tab of Settings, click the Auto-Reply for which you'd like to turn on/off, and then utilize the toggle at the top under "Auto-Reply Status". If the toggle is blue, that means the Auto-Reply is active. If it's set to gray, the Auto-Reply is off. If the Auto-Reply is controlled by a schedule, you'll see the option to "Override" at the top. If you'd like to make edits to an Auto-Reply, you'll see an "Edit" button at the top right, once you've clicked into the Auto-Reply you want to manage.
To delete an Auto-Reply, navigate to the Auto-Replies page, select the Auto-Reply you want to delete, scroll to the bottom and click "Delete Auto-Reply".
Scheduled Auto-Replies
It's possible to schedule Auto-Replies without having to manually turn them on and off when you want them to fire. Scheduling your Auto-Replies is only available on the Communicator plan. You can create and manage your schedules and auto-replies from your Spruce settings on the web. Read more about Schedules here. To create an auto-reply with a schedule, you can navigate to the "Auto-Replies" section of your settings and create the auto-reply, then you can create or apply an existing schedule to it.
Once created, you have the ability to manage how it's configured from either the "Schedules" tab or the "Auto-Replies" tab of your settings. This includes the ability to change the hours of a schedule, change which schedule is used on each auto-reply, and override a schedule.
Here is a video on how to create an auto-reply and edit or override a schedule:
Managing your Auto-Replies for Holidays
If a Holiday where your practice will be closed is coming up, you have the ability to add those hours to your Schedule ahead of time (up to a year in advance) and configure which auto-replies will be active during that Holiday schedule period.
To add a Holiday exception to your schedule, navigate to "Schedules", click "edit" and choose "Add Holidays". After configuring those hours, you'll then navigate to "Auto-Replies" and make sure that the appropriate auto-replies are enabled for the new "Holiday" time period.
Here is a video on how to manage your auto-replies during Holidays:
Sample Auto-Replies
Business-hours message:
- You have reached <practice name>. We typically respond with 2 hours. Messages received outside of office hours will be answered the next business day. Thank you for your patience. If this is an emergency, please call 911.
After-hours message:
- Thank you for texting <practice name>. We respond to texts during normal business hours. If this is an urgent matter and cannot wait until normal business hours, please call <(xxx)-xxx-xxxx>. If this is an emergency, please call 911.
Vacation message:
- I am currently on vacation and out of the office until <date>. For all urgent or acute medical issues please contact <alternate provider> at <(xxx)-xxx-xxxx>, or call the main line during business hours. If this is an emergency, please call 911.
Frequently Asked Questions
How do I set up an auto-reply in Spruce for after-hours messages?
In your Spruce inbox settings, create an auto-reply with your custom message and set the conditions, such as outside of your configured practice hours. This can only be done once you've created a Schedule, which requires being on the Communicator plan.
Can different Spruce phone numbers have different auto-reply messages?
Yes. Auto-replies in Spruce can be configured on a per phone number basis.