Capability · Channels
Multi-channel communication
Patients can reach your practice, and hear back from it, on the channel that suits them: phone, text, email, WhatsApp or your website. Every conversation follows your practice's rules and ends up in one place for your team.
At a glance
- What it does
- Runs patient conversations across phone, text, email, WhatsApp and your website
- Channels
- Phone, SMS, email, WhatsApp, and voice and chat on your website
- Integrations
- Your phone line, website, practice system and CRM
- What you can customise
- Which channels each workflow uses and what is sent on each
- What your team sees
- Every conversation across calls, SMS, email, WhatsApp and your website in one dashboard, with alerts by SMS or email
- Setup
- Done for you by our team, around the channels your patients use
The channels
- Phone: answers inbound calls during the hours you choose, including around the clock, and makes outbound calls for reminders, recall and follow-ups.
- Text messages: booking links, confirmations and useful information, sent during or after a conversation.
- Email: replies, confirmations and follow-ups for patients who prefer email.
- WhatsApp: conversations and follow-ups for patients who prefer WhatsApp.
- Website widget: visitors start a voice call or a text chat straight from your website.
Inbound and outbound
Patients can reach your practice on any channel set up for you, each built on the same practice information and booking rules.
Going the other way, reminders, recall and follow-ups go out on the channel you choose for each workflow. A call can be followed by a text or email with the details, so the patient has the details in writing.
One receptionist on every channel
- The same approved practice information, so answers stay consistent whichever channel the patient uses.
- The same practice rules for booking, changes and hand-offs.
- The same identity checks before personal details are shared.
- Conversations, summaries and tasks from every channel in the same Intavia dashboard.
Keeping your team in the loop
When something needs a person, Intavia creates a task with the details already captured and can alert your team by SMS or email, whichever channel the patient used.
Works together with
- Texts to callers: Booking links, confirmations and useful information sent by text during or after a call.
- Website widget: Visitors talk or chat with your receptionist directly from your website.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
- Practice knowledge & pricing answers: Clear answers about your services, prices and practice, from information you approve.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
FAQs
Yes, where WhatsApp is set up for your practice. Intavia handles the conversation with the same information and rules it uses on the phone.
Yes. Booking links, confirmations and useful information can be sent after a call, so the patient has the details in writing.
We give you a single snippet to paste into your website. The widget uses your brand colour and logo and lets visitors start a voice call or a text chat.
Yes. They're built from the same practice information, booking rules, identity checks and hand-offs, so answers stay consistent across channels.