Phone Tree

Phone Trees are used in Welkin to route patient calls according to predetermined logic. Phone trees are configured and implemented by the Welkin team — not self-configured by customers in Designer.

Standard phone tree

As part of your Welkin implementation, you have the option to set up a standard phone tree. Customers can choose up to 4 decision types from the following options:

• Business hours

• User work hours

• Leave event logic

• Patient language

• Recognized/Unrecognized caller

• Number input logic (e.g., press 1 for scheduling, press 2 for clinical questions)

• Region/Territory routing logic

• 1 voicemail message

To request a phone tree, provide a flowchart of your desired call routing (created in Lucidchart, Visio, or similar) to your Welkin Implementation or CSM team.

Note: Additional inclusions beyond the standard options will be reviewed by Welkin's Engineering team and may involve additional cost and timeline.

Advanced phone tree

An advanced phone tree includes more options and functionality than the standard phone tree. Advanced phone trees often require additional engineering time and may be release-dependent. If you plan to use an advanced phone tree, share your requirements early in the implementation process.

Second phone number

Welkin can provision a second phone number for your organization. Contact your Implementation Lead or CSM for details.

Viewing your phone tree in Designer

Once your phone tree is configured by Welkin, you can view it in Designer:

1. Log in to the Designer portal

2. Scroll down to Phone Tree in the left vertical menu

3. Every phone number configured for inbound/outbound calls will appear under the Phone Trees heading

4. Click a phone number to view its associated phone tree

Multiple phone numbers can each have their own phone tree, share the same one, or have no phone tree if inbound calls to Welkin are not used.

More Questions?

Contact your Implementation or CSM at [e-mail].