Messaging Features at a Glance

Messaging features help you streamline and manage all customer communications in one place. From organising conversations with message groups to ensuring consistent responses with templates, these tools help you to improve efficiency and visibility.

In this Article

• Message Groups
• Message Templates
• Text Messaging in Agent App

Message Groups in Admin App ▶

Message Groups allow administrators to group agents for coordinated message handling. Incoming messages can be routed to multiple agents at once based on predefined configurations, improving response time and accountability.

Agents added to a Message Group can view all incoming and outgoing messages within that group. Only members of the group have access to its message activity.

To learn how to configure and manage message groups, click here.

Use Cases

• Team-Based Response: Route messages to specific groups like Billing, Reception, or Scheduling teams.
• Location-Based Support: Assign message groups per dental practice branch for localised handling.
• After-Hours or Overflow Management: Backup groups for busy hours.
• Training Support: Add trainees with senior agents.

Tips

• Use Descriptive Names: Name your groups clearly (e.g., “Ortho Scheduling Team – Downtown”).
• Limit to Relevant Agents: Avoid adding too many agents to prevent duplicate responses.
• Use Location Filters Wisely: Helps manage multiple branches efficiently.
• Audit Regularly: Periodically review and update group members as roles change.

Best Practices

• Keep Groups Role-Based: Align groups with roles or departments (e.g., "Insurance Team" or "Reception").
• Avoid Agent Overlap: Make sure agents aren’t in multiple groups unless necessary to avoid message confusion.
• Document Group Purpose: In internal documentation, briefly explain each group’s responsibility for clarity.
• Test New Groups: Send a test message after creating a group to confirm correct routing.
• Review Performance Metrics: Use message analytics (if available) to ensure group setup is effective.

Benefits

• Improved Response Time: Multiple agents receive the message, increasing the chance of a faster reply.
• Organised Communication: Messages are directed to the most relevant team or location.
• Scalability: Easy to add or remove agents as teams grow or shift.
• Accountability: Clear routing ensures no message is missed or misdirected.

Message Templates ▶

The Templates screen in the VoiceStack Admin App allows users to create and manage message templates for sending automated or manual messages.

A Template is a pre-defined message format used to send responses via SMS or email.

To learn how to create and manage message templates, click here.

Tips

• Use placeholders (like [Patient Name], [Appointment Time]) to personalise templates without manual effort.
• Categorise templates (e.g., Appointment Reminder, Follow-up, Feedback Request) for quick access.
• Preview the message to ensure proper formatting and tone before saving.

Use Cases

• Appointment Reminders: Automatically send patients reminders with date, time, and doctor’s name.
• Follow-up Messages: Send post-treatment instructions or thank-you messages.
• No-show Recovery: Re-engage patients who missed appointments.
• Feedback Collection: Send quick surveys or feedback requests after appointments.

Key Points

• Templates save time and improve response speed.
• Admin access is required to create, update, or delete templates.
• Each template can be reused across different call types or workflows.
• Filters help in finding specific templates quickly.

Benefits

• Consistency: Ensures messages are always professional and compliant with practice standards.
• Efficiency: Reduces the manual effort of drafting messages for common interactions.
• Scalability: Supports growing practices by standardising communication.
• Patient Satisfaction: Improves communication quality and timeliness, leading to better experiences.

Best Practices

• Keep messages concise, friendly, and easy to understand.
• Review templates periodically to ensure they’re up to date.
• Avoid overloading messages with too much information—link to additional resources if needed.
• Always test templates by sending them to an internal number before activating them.
• Use versioning in the name (e.g., “Follow-up v2”) when making major edits.

Text Messaging in Agent App ▶

The Text Messages feature in the VoiceStack Agent App allows agents to send and receive SMS (Short Message Service) communications directly within the platform. It offers a secure, real-time channel to manage conversations either with patients or between team members using the organisation’s phone system. This eliminates the need for personal devices while ensuring all communication remains compliant, centralised, and easily trackable.

To learn about sending and receiving text messages in the Agent App, click here.

Inbox Pane Overview

The message counters at the top display the total number of messages, including:

• All: Shows the total count of all messages in the inbox.
• Unread: Displays the number of messages that have not yet been opened.
• Unresponded: Indicates conversations where a reply has not been sent yet.

These counts update dynamically as new messages arrive or as agents read and respond to conversations.

Tip: Use the Unread and Unresponded filters to quickly identify pending messages and respond on time.

Use Cases

1. Handling High Message Volumes:
   During busy hours or peak communication times, agents can manage multiple patient or client inquiries directly through the VoiceStack Agent App. The centralised inbox view and message filters help agents quickly identify unread or unresponded conversations, ensuring that no messages are missed. This reduces response time and improves overall communication efficiency.
    
2. Coordinating in Teams or Departments:
   With message groups, teams such as support, billing, or scheduling can collaborate within shared inboxes. This setup allows different team members to respond to messages from the same patient or client, while the typing indicator prevents duplicate responses. The result is better internal coordination, consistent communication, and faster resolutions.
    
3. Managing Appointment Reminders and Follow-Ups:
   Agents can use text messaging to send appointment reminders, follow-up instructions, or feedback links to patients and clients. Templates make this process quick and consistent, reducing manual effort while maintaining a professional tone. This proactive engagement helps lower no-show rates and strengthens customer satisfaction.
    
4. Multi-Location Practice Communication:
   For organisations operating across several offices or branches, the app allows administrators to set up location-specific message groups. Each group handles its own incoming texts, ensuring that messages are routed to the correct office team. This structure keeps communication organised, reduces confusion, and allows clear tracking of regional activity.

Benefits

• Streamlined patient and client communication.
• Centralised platform, no personal phone usage required.
• Real-time visibility and message tracking.
• Enhanced teamwork with shared inboxes and typing indicators.

Best Practices

• Regularly check Unread and Unresponded filters to avoid delays.
• Use Message Templates for frequently used responses.
• Flag important threads for timely follow-up.
• Avoid duplicate replies by monitoring the typing indicator.
• Periodically review blocked senders and flagged threads for accuracy.

Support

Need further help? Contact [e-mail] or call [phone].