Capability · Channels
Texts to callers
Texts to callers put the important details of a conversation in writing. Booking links, confirmations and useful information arrive by text, so callers can act on them without another call to your team.
At a glance
- What it does
- Sends booking links, confirmations and useful information by text
- Channels
- Text messages during or after calls, with additional channels available
- Integrations
- Intavia's messaging service or your own, such as GoHighLevel
- What you can customise
- What each text says, which links are sent, when texts are offered and who they come from
- What your team sees
- Each conversation's summary and transcript in your dashboard
- Setup
- Done for you by our team, around the links and information you want callers to have
How it works
Texts are built around your practice. Our team does the setup work: we agree with you what should be sent in each situation, turn that into approved messages, and Intavia sends them during or after a conversation whenever one of those situations comes up.
- Plan: we agree with you which texts are available, what each one says and which links it includes. Our team sets up the approved messages from that.
- Offer: when a text would help, such as a booking link, a confirmation or a page you've approved, Intavia offers to send it and waits for the caller to agree.
- Check: Intavia confirms the text is going to the caller's own mobile. If the number can't receive texts, such as a landline, the caller is asked for a mobile number.
- Send: the approved message goes out with the right link for the request, such as the booking page for the service the caller asked about.
- Follow-up: texts can also follow a conversation, such as a booking link after an unanswered outbound call.
- Next step: if a text can't reach the number given, Intavia asks for another mobile or offers an alternative route, such as a callback from 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 |
|---|---|
| Messages | What each text says, in wording you approve |
| Links | Which links can be sent, such as online booking, and which link suits each request or service |
| When texts are offered | The situations in a conversation where Intavia offers to send a text |
| Texts after a conversation | Which outcomes are followed by a text, such as an unanswered outbound call |
| Sender | Which number or messaging service texts come from |
| Number checks | Which kinds of number can receive texts, such as mobiles only |
| Fallbacks | Alternative routes that keep things moving, such as asking for another mobile number, offering a callback or passing the request to your team |
Safeguards
- A text is sent during a conversation only after the caller agrees to receive it.
- Texts go to the caller's own mobile, not to a practice or business number.
- Messages use approved wording and keep clinical and other sensitive details out.
- Each request gets one text, and it is resent only if the caller asks.
Works together with
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Website widget: Visitors talk or chat with your receptionist directly from your website.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
FAQs
Yes, where your messages include your practice name, which we recommend. Texts come from Intavia's messaging service or your own number, as agreed with you.
Yes, for the outcomes agreed with you. For example, a booking link can follow an unanswered outbound call so the patient can book a time that suits them.
Intavia checks whether the number can receive texts. If it can't, the caller is asked for a mobile number, or offered another route such as a callback from your team.
Yes. Each kind of request can have its own link, so a caller asking about one service gets the booking page for that service.
Only the wording and links you approve, such as a booking link, a confirmation of what was arranged or a page you've approved. Clinical and other sensitive details are kept out of texts.