The benefits of Aesthetix CRM for voice include streamlined operations, call tracking, call recording, missed-call text-back automation, Voice AI, reporting, and more.
Phone Configuration
Aesthetix CRM typically configures new number(s) for the practice during onboarding. Number Transfers/Ports may be approved upon request. We support both local (10DLC) and toll-free phone numbers. Aesthetix CRM offers unlimited phone numbers, however each number does use messaging & technology credits.
Who is Aesthetix CRM’s backend phone provider?
Aesthetix CRM is partnered with Twilio for all phone services. We manage the A2P 10DLC or toll-free compliance process with Twilio on behalf of customers during onboarding. The client is required to submit an A2P form immediately following subscription to initiate this process. A2P requires a one-time brand registration fee and a monthly campaign fee from your complimentary messaging & technology credits.
How many phone numbers do I need?
The onboarding intake form requests how many phone numbers each client needs. In its simplest form, this may be one local phone number. For more robust call tracking, you may opt for multiple numbers such as website, social media, and Google ads campaigns. You may also want phone numbers per user. If you have multiple locations, you may want a phone number per location. Phone configuration is extremely customizable based on your practice’s operational needs.
Will customers get confused with multiple phone numbers?
Some practices are shy about updating their historical phone number. The good news is that 95% of customers Google your phone number and click-to-call rather than save your contact. You may update your Google Business number with one click in Aesthetix CRM. You will still receive all calls to your historical number. The benefits of call tracking and reporting out weigh the outdated “single number” approach. Read on for more information about inbound call configuration.
To ensure that inbound calls are tracked via Aesthetix CRM, you must use a number that is registered in Aesthetix CRM via Twilio.
What happens when someone calls your Aesthetix CRM number(s)?
When an Aesthetix CRM number is called, it is programmed to either:
1) Be answered via desktop or mobile app, or
2) Forward to another phone line (such as your existing phone system)
Aesthetix CRM native phone provides all functionality of a modern VOIP system via the desktop or mobile app. You can also connect compatible physical VoIP deskphones through Twilio SIP. See VOIP Desk Phone Integration (Twilio SIP) for setup steps. Many practices use iPhones or Android phones in the office exclusively for the mobile app.
Call forwarding enables practices to maintain their existing phone system. Oftentimes practices use call forwarding because they prefer landline phones throughout the practice. Callers will not know their calls are forwarded. Call forwarding is seamless and the caller won’t be notified of the redirection. Call forwarding only affects incoming calls. Outgoing calls from your personal number remain unaffected.
How do inbound calls impact contacts?
When you receive a call, Aesthetix CRM will check your contact database for the phone number. If the number does not exist, then it will automatically create a new contact record from the inbound call. If the number already exists, the call will be logged to the existing contact record for a complete picture of every interaction with your brand such as past calls, texts, emails, social media messages, and more.
Missed Call Text-Back
Another benefit to using Aesthetix CRM numbers for inbound calls is the missed-call text-back feature. This automation will send an automated text message to the caller who was unable to reach you. This message may be altered based on the lead or patient’s information as well as the day and time they tried to call. If responded to, the Aesthetix AI assistant will then manage the SMS conversation. Please note you must use a voicemail in the CRM to trigger the missed call status.
Voice AI
Aesthetix CRM phone enables you to use Voice AI for seamless call answering even after hours. Missed calls = missed revenue opportunities. Use Aesthetix Voice AI to ensure you never miss another call.
Outbound Calls via Aesthetix CRM: You may place outbound calls from the Aesthetix CRM web app or mobile app. When you use Aesthetix CRM for calling, the calls will be recorded and logged to the contact record. This makes it easy for your staff to ensure calls are being answered and returned in a timely manner. You can also analyze this data in Call Reporting.
Outbound Calls via External Phone System: If your practice uses a call forwarding configuration, then you likely are going to continue placing outbound calls from your hard phone device on your existing phone line. Please note this will not record/track the calls by default. Staff are encouraged to use the notes or internal comments feature to notate when calls are made. Alternatively, you may opt for external phone provider integration.
International Calling: By default, Aesthetix CRM accounts can place calls to the United States and Canada only. Limiting calling destinations protects your practice from toll fraud, where someone who gains access to a phone system runs up charges calling high-cost international numbers. If your practice needs to call other countries, contact our Support team to request them. Calls to international destinations are billed at higher per-minute rates, so only request the countries you actually need.
If your account has more than one phone number, texts are sent from your account's default number to start. You can control which number your patients see in these ways:
Choose a number in a workflow: In a workflow Send SMS action, select a number from the From Number dropdown. A number chosen this way is always used, regardless of which staff member or conversation is involved.
Assign a number to a staff member: Go to Settings > My Staff, edit the user, open Call & Voicemail Settings, and assign a phone number. Texts that user sends go out from their assigned number. If that number can't send texts, the default number is used instead.
Keep conversations on the same number: Once a conversation is going on a number, replies continue from that same number so patients keep seeing the number they've been texting with.
When more than one of these applies, the system uses the first match in this order:
A number chosen for that specific message (such as the workflow From Number)
The sending staff member's assigned number
The number already used in that conversation
Your account's default number
Tip: To check which number a text was sent from, hover over the message in the conversation, click the three dots, and select Details.
Webhooks enable you to integrate Aesthetix CRM with endless VOIP phone service providers or call tracking platforms, such as CallRail.
Please note there are limitations to some VOIP platforms, such as RingCentral, which cannot currently be connected due to a limitation in their system.
Other phone integrations with Aesthetix include WhatsApp and Liine.
For any further questions on calling in Aesthetix, please message our Support team.
