Calls and voicemail
Call patients straight from the conversation, listen to call recordings and keep track of voicemails.
3 min read
If your account has a MedicalGrow phone number, you can call a patient directly from the conversation screen in your browser. Calls, recordings and voicemails are stored in the same thread as messages, so the answer to "what was said on the phone?" is always on record.
Before you start
- Your account needs at least one MedicalGrow phone number. See Phone system to set one up.
- Allow microphone access in your browser and use a headset.
- The user making the call needs phone permissions (see Roles and permissions).
Note
Without a phone number, the Call button doesn't appear. WhatsApp voice calls are separate from this feature; MedicalGrow calling runs over a regular phone line.
Calling from a conversation
- Open the patient's conversation and click Call (the phone button) in the header.
- When the call ends, a call card appears in the thread: direction, duration, the user who called and, if recording is on, a call recording player.
- If the patient called you, couldn't get through and left a message, a voicemail card appears; play it from the player.
In the call window:
- If you have more than one number, choose which one to call from under From number.
- Start the call with the green phone button. During the call you can mute your microphone and take notes.
Tip
Call from a local number in the patient's country: calling a London patient from a +44 number gets far more answers than an unknown foreign number. To get numbers by country, see Phone system.
Call recordings
If call recording is enabled in your phone system settings, every call is recorded automatically and can be played back from the thread. Recordings are invaluable for sales coaching, settling price disputes and quality control.
Important
In many countries you're legally required to tell the other person a call is being recorded (KVKK, GDPR). Announce it at the start ("This call is recorded for quality purposes") or enable the automatic notice in your phone system settings.
Voicemail and missed calls
Calls that come in outside working hours or while the team is busy may go to voicemail. Voicemails appear as a separate row in the conversation list and land in the Unread tab.
Our recommended rule: return every missed call the same working day. If you can't reach the patient, leave a short WhatsApp message: "Hi Lucas, we just missed your call. When is a good time to talk?"
You can edit the voicemail greeting, working hours and forwarding on the Phone system page. For call volumes and answer rates, see Call reporting.
Common issues
I don't see the Call button. The account has no phone number, or your user doesn't have phone permissions.
The patient can't hear me. Check the browser's microphone permission and refresh the page. On corporate networks a firewall can also block audio.
There's no recording. Recording may be switched off in phone system settings, or the call was very short.
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