We flipped on pre-visit texting in Weave Monday, and our assistants now triage routine questions so clients get quick answers, routing anything clinical to the tech line before doors open at 8. By 9:30 our average hold time dropped from about 7 minutes to 3; if you’ve tried this, what scripts or escalation cues help keep it fast and within scope?
We use a short macro and keywords so assistants stay in lane: “I can help with scheduling, records, and prices; if it’s meds, symptoms, or anything ‘urgent today,’ I’ll loop in a tech,” and Weave auto-tags trigger words (vomiting, blood, lethargic, collapse, refill change) like a polite bouncer. Caveat: we timebox each text to about 90 seconds before escalating to the tech line to keep speed; are you using auto-tags or just manual routing?
We added a ‘three exchanges max’ rule; any ‘new symptom’ goes to tech. @Alex, do you cap threads?