Highlights
Comprehensive Contact Management: Manage contacts with improved contact records, synchronisation, and organisation.
Centralised Campaign Analytics: Gain a complete view of campaign performance with key metrics, patient insights, filters, and detailed reporting from one centralised dashboard.
Prioritise Calls Instantly: Differentiate incoming calls by ringtone, allowing deskphone users to prioritise responses without checking the caller details.
Track Appointment Lead Days: Track how far in advance patients book appointments with the new Avg. Lead Days metric across Reports and Call Logs.
Search Contacts Quickly in the Mobile App: Ability to quickly search for patients by name in the Keypad tab and narrow down the search results with filters.
Unified Contact Book Enhancements
Agents or admins can now accurately manage Contacts such as patients, leads, or others across single or multi-location dental practices. Your team now has more control over contact data with new data fields, a smarter organisation, and deeper integration with PMS.
- Accurate Contact Records: You can now make contact records more accurate and communication more flexible with new fields for Gender, Middle Name, Date of Birth, and Email Address, plus primary and secondary options for both phone and email.
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- Sync with PMS Contacts: Contact records are automatically created after communication sessions with patients for contacts saved in the Practice Management Software (PMS), ensuring VoiceStack stays synchronised with your PMS.
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Tags and Filters for Organisation: A new tagging system replaces contact groups, with multi-tag support. You can also filter the data by Active, Inactive, or Blocked status.
- To learn how to configure tags in VoiceStack, check out this article: Creating & Managing Tags for Contacts.
- Unique Contact Records: Phone numbers and email addresses are now restricted to one contact each, preventing duplicates and helping you maintain accurate contact records. Each person can have only one contact record for a specific location.
- Automatic Updates: Call logs automatically update to reflect changes made in the Contacts section, such as updated names and contact details.
- Option to Deactivate Contacts: The Delete option is replaced by the Deactivate option. You can deactivate contacts that are no longer active without losing their communication history.
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Track Campaign Performance with Campaign Analytics
Previously, campaign performance metrics were not available in a single dashboard, making it difficult to evaluate marketing effectiveness. With the new Campaign Analytics dashboard, you can now monitor campaign performance through interactive analytics and detailed reporting.
- Analyse Campaign Performance: View marketing insights by Source, Campaign, or Keyword to understand which channels and campaigns drive the best results.
- Comprehensive Performance Metrics: Monitor Calls, Qualified Opportunities, Confirmed Bookings, Conversion Rate, Answered Calls, Missed Calls, and patient performance for both new and existing patients.
- Advanced Filtering & Breakdown: Filter data by Date, Location, and Campaign Type, and add a secondary breakdown for deeper analysis.
- Search, Drill Down & Export: Easily search analytics data, view detailed Call Logs, and export filtered results in CSV format.
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Custom Ringtones for Deskphone IVR Calls
Previously, all incoming calls to deskphones played the same ringtone regardless of the IVR option selected by the caller, making it difficult for agents to identify the type of call before answering. You can now enable Custom Ringtones in the Gather Digit step of your Phone Tree configuration and assign distinct ringtones to different IVR key selections for deskphone users.
Custom Ringtones for Deskphones: Enable Custom Ringtones to play unique ringtones on desk phones based on the IVR key selected by the caller.
Configure up to Five Ringtones: Assign up to five different ringtones to IVR keys, allowing each phone tree path to have its own ringtone.
Faster Call Identification: Helps deskphone users to distinguish between different call types, such as new patient and existing patient inquiries, before answering.
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Gain Appointment Insights with Average Lead Days
Previously, practices could track opportunities and bookings but had limited visibility into how far in advance patients scheduled their appointments. The new Lead Days metric provides deeper insight into appointment lead days, helping you analyse booking patterns across staff, locations, and individual calls.
Track Lead Days Across Reports: View Avg. Lead Days in the By Staff and By Location performance tables, and access individual Lead Days values directly from Call Logs for detailed analysis.
Interactive Drill-Down: Click the Avg. Lead Days value to open the corresponding Call Logs while preserving your selected filters for seamless investigation.
Accurate Lead Time Reporting: Lead Days are calculated only when a confirmed appointment date is identified in the call, ensuring reliable and meaningful reporting.
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- Emergency Call Notification Enhancement: Improved the notification emails for emergency calls made from standalone deskphones. When an agent's name is unavailable, the email now displays the assigned device name and extension instead of a blank value, making it easier to identify the originating device.
- New Patient Chat Recipient Fix: Fixed an issue where New Patient Chat could select the wrong family member. Messages are now sent to the correct Responsible Person (RP).
- Boxly Lead Creation Resolved: Resolved an issue where incoming calls did not automatically create new leads or contacts in Boxly. New callers are now captured successfully based on the configured integration rules.
What’s New in the VoiceStack Mobile App v1.2.8
Search Patients from the Keypad Tab: You can now search for the intended patients directly from the Keypad tab. Use the search bar icon at the top of the screen to find patients by name or number and apply filters to narrow down your search results.