Missed Call Text Messages

If you are using Flex and Mango Voice, anytime a call is missed to the practice phone number, Flex can send a customized, automated text message to the caller! 

When sending automated missed call texts, you have two options:

1. Send the same text message regardless of the time of day the call is missed
2. Send a unique text message, based on your practice's operating hours

Sending the same text message for all missed calls

In Flex settings (make sure you're logged in as an admin user to view the settings icon) head to the Integrations tab along the top. Ensure you see "Mango" in the VOIP integration row. 

Select VOIP from the menu along the left. 

In the Mango Missed Call Messaging section, toggle on "Send a Text Message When a Call is MIssed" and, to ensure you're using the same message for all calls, toggle OFF the "Use Office Schedule When Sending a Missed Call Text."

In the text template box, you can keep the default text or replace it with your preferred verbiage. 

Be sure to save your settings and you're all set!

Anytime a call comes to the office phone number with Mango and is not answered, this text will be sent to the patient. You can also see these text messages in your FlexCommunicator or in the browser texting window if you'd like to follow up on them. 

Sending unique, schedule-based text messages for all missed calls

Requires version 6.16.0 or above.

In Flex settings (make sure you're logged in as an admin user to view the settings icon) head to the server tab along the top and navigate to the Practice Settings section. 

From there, set your typical operating hours. Toggle open/closed the days of the week as well as your start/end time for each day. 

For any upcoming holidays or extended closures, use the Special Closures section. Click "Add Closure" to add the date and time of any upcoming closures. Make sure you click save! For a detailed walkthrough, view this article: Set Your Operating Hours and Special Closures ↗️

Next, head to the Integrations tab at the top. Ensure you see "Mango" in the VOIP integration row. 

Select VOIP from the menu along the left. 

In the Mango Missed Call Messaging section, toggle on "Send a Text Message When a Call is Missed" and, to ensure you're using the same message for all calls. Also toggle ON the "Use Office Schedule When Sending a Missed Call Text."

You will see three different text templates available to you:

• When the office is open, send...
• When the office is closed, send...
• When the office is on an extended holiday, send...

You can utilize the default templates or replace them with your own verbiage as desired. 

Click save and you're all set! 

Anytime a call comes to the office phone number with Mango and is not answered, one of these templates will be sent to the patient. You can also see these text messages in your FlexCommunicator or in the browser texting window if you'd like to follow up on them. 

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If you have questions, please contact Flex Support.

Thank you!