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Patient Callback Feature
Activating or removing Patient Callback from a Group
Activating or removing Patient Callback from a Group

An alternative way of queueing, reducing patient frustration and saving on call costs. Patient Callback can be added to any of your Groups.

Updated over a week ago

Patient Callback

Patient Callback can be activated on any Group through any Call Flow via X-flow

This guide will show you how to quickly activate or remove Patient Callback on any of your Groups

Step by step guide

Accessing Patient Callback

Either via X-flow or the Service Delivery Console, load your call flow

  1. Load your call flow

  2. Click Load

  3. Choose the call flow you want to see the details of (Normally your main number)

  4. This will open your chosen call flow

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Activating Patient Callback

  1. Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set

  2. To access the activation and configuration options, double click a Group and select the Patient Callback tab


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  3. To turn Patient Callback on for the selected Group change the Mode to Voluntary

    Mode

    Off = Patient Callback inactive

    Voluntary = Choice of Patient Callback offered to caller in queue when the Threshold is met

  4. Set your Threshold

    The Threshold setting defines when the Patient Callback feature is offered. This can be set as required but please be aware -

    The lowest setting is currently 4 this will be reviewed and could possibly be changed to improve efficiency of the feature

    Do not set it too low! You do not want the feature to be offered only for the caller to book a callback, end their call and then receive the callback straight away

    A rough rule is to set it no lower than double the number of staff you have answering the calls (if you have 4 Receptionists, set the threshold to 8 for example)

  5. Click Save

  6. As you have made changes to your call flow, you will now need to deploy it - top right of your X-flow workspace

  7. When deploying add a description so you can keep track of any changes and revert back to previously deployed versions if necessary

  8. You will receive a success message, once you have deployed your Call Flow

  9. The undeployed version warning will have disappeared

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Removing Patient Callback

  1. Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set

  2. If Patient Callback is already activated on a Group, it will appear like this

  3. To remove Patient Callback double click the Group and select the Patient Callback tab


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  4. To turn Patient Callback off for the selected Group change the Mode to Off

    Mode

    Off = Patient Callback inactive

    Voluntary = Choice of Patient Callback offered to caller in queue when the Threshold is met

  5. Click Save

  6. As you have made changes to your call flow, you will now need to deploy it

  7. When deploying add a description so you can keep track of any changes and revert back to previously deployed versions if necessary

  8. You will receive a success message, once you have deployed your Call Flow

  9. The undeployed version warning will have disappeared

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