Capability · Channels
Outbound calling
Outbound calling is the set of contact rules every Intavia campaign is built on, from reminders to recall, agreed with you for each campaign. Patients hear from your practice only when, and as often as, you agree.
At a glance
- What it does
- Applies your contact rules to every outbound campaign
- Channels
- Outbound calls, with additional channels available
- Integrations
- Your practice system or CRM, such as Dentally
- What you can customise
- Who is contacted, when calls happen, how often and what happens next
- What your team sees
- An outcome for every call and tasks for anything that needs a person
- Setup
- Done for you by our team, around your contact policy
How it works
Outbound calling is built around your practice. Our team does the setup work: we agree with you the rules every campaign should follow, build them into each campaign you use, and Intavia applies them whenever a campaign runs, on a schedule or when a trigger event happens.
- Plan: we agree with you who can be contacted, when and how often, and what happens after each call. Before a campaign starts, we check with you that the people being contacted have agreed to hear from your practice this way. Our team builds those rules into every campaign.
- Eligibility: each time a campaign runs, Intavia selects the people who meet its rules from your practice system or CRM, leaving out anyone who has opted out or whose number was wrong.
- Contact: immediately before each call, Intavia checks that the person still meets the rules and that the call falls inside your contact window and volume limit.
- Conversation: Intavia confirms it's speaking to the right person. Only the general purpose of the call is shared until identity is confirmed.
- Outcome: every attempt ends with a recorded outcome, including unanswered calls and answerphones.
- Next step: the outcome decides what happens next, such as another attempt, a follow-up text or a task for your team.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Who is contacted | Which people each campaign includes, where they come from and any exclusions |
| Schedule and triggers | When campaigns run, such as on a regular schedule or when an event happens, like a new enquiry arriving |
| Contact window | The days and hours calls can happen |
| Volume | The maximum number of calls placed over a given period |
| Attempts | How many attempts are made, how far apart, and on which channels |
| Answerphones | What happens when an answerphone picks up, such as ending the call without leaving any details and sending a follow-up text |
| Opt-outs | How opt-outs and wrong numbers are recorded, and any do-not-contact settings already in your CRM |
| Caller number | The number people see when Intavia calls |
| Hand-over | The situations that become a task for your team |
| Fallbacks | Alternative routes that keep things moving, such as trying another channel or passing the conversation to your team |
Call outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Spoke to the right person | The campaign's own outcome is recorded, such as a booking or a confirmed appointment |
| No answer or answerphone | The next attempt is scheduled, if any remain, and a follow-up text can be sent |
| Not a good time | The person stays in the campaign for the next scheduled attempt |
| Call back requested | A task is created for your team |
| Wrong number | That number isn't contacted again, for this campaign or all your campaigns, as you prefer |
| Opted out | They aren't contacted again, for this campaign or all your campaigns, as you prefer |
Works together with
- Patient recall: Patients who are due or overdue are contacted and booked back in.
- Appointment reminders: Reminders that confirm attendance and handle changes in the same conversation.
- Lead follow-up: New enquiries are contacted quickly and helped to book while they're still interested.
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Texts to callers: Booking links, confirmations and useful information sent by text during or after a call.
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
FAQs
Calls are the default. Text, email or WhatsApp can be added to a campaign's attempt schedule.
When an answerphone picks up, the call ends without leaving any patient details. The attempt is recorded as unanswered, and a follow-up text can be sent where that's agreed with you.
Each campaign has an agreed number of attempts, spacing between them and a volume limit. Every person is checked against those rules immediately before each call.
You choose. An opt-out can apply to the campaign it came from or to every campaign we run for you, and wrong numbers are handled the same way. Do-not-contact settings in your CRM are respected where it's connected.
Yes. Tell your support team what you need and they update the rules. There's nothing for you to configure.