Missed a call? Start with the right phone number.
Missed-call follow-up works on calls to your ClinicMonk™ phone number. A call made only to a separate phone number won’t start this follow-up.
You can keep your current phone service and use a separate ClinicMonk™ number. Ask support to confirm how your calls should be set up before you change the number on your website.
Where to find the setup
Open Automation.
Choose Workflows.
Find Missed Call Text Back. Use Search if needed.
Click the screenshot to see it full size.
What the current missed-call workflow does
Callers press 1 for new clients or 2 for existing clients. The call is sent to the configured phone. If it is answered, this missed-call follow-up ends without sending a text.
If the call is not answered, the workflow waits 10 seconds, sends the text below and notifies your team.
New-client choice (1): The workflow checks for an existing lead in the Client Journey pipeline. If none is found, it creates a lead in New Lead with Missed Call as the source. If a lead is found, it does not add another.
Existing-client choice (2): It sends the text and notifies the team without creating a new lead.
No menu selection or an unrecognized choice: If the call is not answered, it follows the existing-client follow-up path and does not create a new lead.
The text callers receive
New callers and current clients get different texts.
New callers (pressed 1)
Sorry we missed your call. We'll call you back as soon as we can.
Prefer texting? Just hit reply here.
Book a free consult with the link below: [Your clinic’s consult booking link].
Current clients (pressed 2, or no selection)
Sorry we missed your call. We'll call you back as soon as we can.
Prefer texting? Just hit reply here.
Current clients don't get a consult booking link, because they're already clients.
Missed callers get a text only, not an email, because ClinicMonk™ doesn't have their email address. Current clients live in your EHR, not in ClinicMonk™, so their text is the only automatic message they get.
The booking link in the new-caller text is your clinic’s saved consult calendar link. This workflow does not send a caller an email. Your team still needs to return the call or reply to the text.
Before you put the number on your website
Ask support which phone will ring when someone calls.
Confirm the text people will receive if the call is missed.
Use the approved ClinicMonk™ number where you want this follow-up.
The setup has separate paths for new and current clients. Ask support before adding another missed-call message, so people don’t receive duplicate texts.
A follow-up text doesn’t replace your team’s response. Make sure someone follows up with the caller.
Need support?
Use the 24/7 chat widget in ClinicMonk™ for immediate help, or join office hours Monday to Friday at noon ET.
Visit the Support Dashboard to find the chat widget and office-hours details.