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SMS Block
SMS Block

The SMS block can send a pre-set text message to callers using mobile phones.

Updated over a year ago

SMS

The X-flow SMS block can be added to your call flows allowing for the automatic sending of informational SMS messages to those patients calling in on a mobile phone

This is really useful when directing your patients to the online services you offer and should reduce the patient calls to your call answering team

For more details on the SMS function, see our further guides

This guide will take you through the SMS block and how to manage it:

Step by step guide

Adding an SMS Block

  1. Drag and drop the SMS icon onto the X-flow workspace

  2. This will add the SMS Block to the X-flow workspace

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Editing an SMS Block

  1. Double click on the SMS Block on the X-flow workspace to open the SMS Message Properties

  2. Name: change the name of the SMS block

  3. SMS Text: type the message to be sent to the caller. This is a generic SMS and so will not pick up caller details to insert into the message

  4. Remember, the longer the message the more it costs to send, you can see a message count at the foot of the SMS Text box

    See our SMS Charges guide

  5. When you are happy with your SMS Properties, click Save

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Connecting the SMS Block

Input

As the SMS that is sent from the call flow is charged, you do not want all callers calling from a mobile phone to receive the SMS message, so it is best to have the option behind a menu

Example 1

Here a new menu has been added, once the caller has chosen the Appointments option from the Main Menu

Instead of just pushing them straight through to the Appointments Group, they are offered a secondary option. This secondary option may say something like;

Did you know you can book appointments online without needing to speak to one of our Appointments Team, if you would like to receive an SMS with information on our online services, Press 1

Otherwise please press 2 or hold the line to speak to one our Appointments Team

Example 2

You can add an SMS Block to your Main Menu, again to inform you patients before they get through to your Reception Team. This example gives the caller the EConsult information

The Next and Fail route the caller back to the main menu, if they need further help, or would still like to speak to someone

Output

The sending of an SMS can only happen if the caller is calling on a mobile phone, so we need to handle those callers who are not calling from a mobile phone, the below example is a good way of handling this

By configuring the Fail output of the SMS Block you can let them know that the SMS has not been sent, and then send them on to the Reception Group

Add a Prompt Block, which may say something like;

We have not been able to send you an SMS. In order to receive this you need to be calling from a valid UK mobile number that is not hidden

Please ensure this is the case and ring back or hold to speak to one of our Team

You can also add a Prompt Block to let them know that the SMS has been sent successfully;

You will receive your SMS shortly, please follow the link within that message to manage your appointments

If you need to speak to one of our team please call back. Thanks for your call

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Save and Deploy

You must save the changes you have made to your blocks and call flow

  1. Click Save

    Any changes you have made to your SMS/Prompt Blocks will be saved

  2. At the top of your call flow you will now see the undeployed version warning

  3. If you are happy - Deploy your call flow to make it live

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