Message Dispatching
Message delivery by email, text, phone -- and more!
Your messages, delivered the way you work
After greeting each caller with your personalized answer phrase, our operators follow your custom protocol—capturing names, numbers, detailed messages, and any additional fields you need (company, best time to call, etc.). Then we dispatch using your preferred method. Protocols and account notes are on-screen for the operator during the call to ensure accuracy and speed.
How we dispatch non-urgent calls
Email Immediately
We email the message to one or more team members as soon as the call ends.
Text Message (no confirmation)
Instant SMS to one or more recipients—fast and simple for routine items.
Email + Text
Many clients choose both to ensure visibility across the team.
Secure Message
Push notifications via our secure app keep protected messages separate.
Hold for Daily Management Report
We send a recap email of the day’s calls (morning/evening—or your preferred time).
Hold for Check-In
Prefer to call us to retrieve? We’ll hold messages for your check-in.
Other Methods
We can also deliver via pager or fax. (Sadly, no carrier pigeons.)
How we dispatch urgent calls
You define what’s urgent. We follow your step-by-step urgent protocol with timers and escalation until delivery is confirmed. Typical triggers: immediate service needs (HVAC/plumbing), patients in pain (medical/dental), critical client matters (legal), etc.
Text with Confirmation
We text the message and require a short code reply (e.g., 1ok).
If not confirmed within your time window, we escalate automatically.
Call You
We call the message out. If no answer, we can leave a callback request and move to the next step after your wait period.
Live Patch
We place the caller on hold, dial you, announce, and—if available—connect the caller directly.
Real-world dispatch protocols
Example 1: Solo Practitioner Lawyer
We act as a virtual receptionist—take a detailed message when in court/on a call.
- All legitimate calls: Email and text to the lawyer and assistant (no confirmation).
Example 2: HVAC/Plumbing Company
After-hours & overflow coverage with real-time on-call updates.
Urgent: Leaks, no hot water, broken pipes.
- Text on-call tech with 15-minute confirmation (wait 15 min).
- Call on-call cell (leave message if no answer; wait 10 min).
- Call on-call home (no wait).
- Repeat from step 1 until confirmed.
Non-urgent: Email to info@imaginaryplumbingcompany.com.
Example 3: Property Management
We separate true emergencies from routine issues.
Urgent: Water leaks, no heat/AC/electric, lockouts, damage, noise.
- Call John Doe (leave message; wait 10 min if n/a).
- Call Jane Doe (leave message; wait 10 min if n/a).
- Call John Roe (leave message; wait 10 min if n/a).
- Call Richard Roe (leave message; wait 10 min if n/a).
- Repeat from step 1 until delivered.
Non-urgent: Hold for recap email at 8:00 AM daily.
Example 4: Medical Clinic
Different flows for doctors/labs vs. patients.
Urgent (Doctors/Labs):
- Call on-call doctor (leave message; wait 10 min).
- Text with confirmation to on-call doctor (wait 5 min).
- Text office manager.
Urgent (Patients):
- Text with confirmation to on-call doctor (wait 5 min).
- Text office manager.
Non-urgent: Email immediately.
Frequently Asked Questions
Do you have to use every delivery method?
No. Pick what fits your team. Many choose email + text for non-urgent, and a timed confirmation flow for urgent.
What counts as an urgent message?
You decide. Common triggers: service emergencies, patients in pain, or time-sensitive client matters.
How do confirmations work?
Reply with a short code (e.g., 1ok). If not received within your time window, we escalate to the next step.
Can you rotate on-call automatically?
Yes—use our web on-call scheduler. Changes take effect in real time
How soon can we start?
Often within a few business days once scripts, contacts, and escalation rules are approved.
Ready to streamline dispatching?
Let’s configure delivery and escalation so every message gets to the right person, fast.