Your ClinicMonk™ phone tree is the short menu callers hear before their call is connected. It helps reduce spam calls and separate new inquiries from existing clients, so new inquiries can be added to your lead pipeline and existing-client calls do not create new leads.
What callers hear
“Thank you for calling. Press 1 for new inquiries. Press 2 if you are an existing client.”
Press 1 for new inquiries: follows the new-inquiry path so genuine inquiries can enter your lead pipeline.
Press 2 if you are an existing client: follows the existing-client path. Existing-client calls should not create new leads in your pipeline.
What happens next
The phone tree attempts to connect the caller to the person or number configured for your practice. A menu selection does not mean the call has been answered.
Callers have up to 10 seconds to choose. If they make no selection or press another key, the call is still connected. If it isn't answered, they get the same missed-call text as existing clients, and no new lead is created.
If a new inquiry is not answered, the workflow checks for an existing opportunity before creating one when needed. Your team should review the conversation and follow up, rather than assume that an automated response has resolved the inquiry.
Where each call lands in your pipeline
Press 1 (new inquiry) and the call is answered: the caller is added to your pipeline at In Communication, and your admin gets an email to confirm the caller's name.
Press 1 (new inquiry) and the call is missed: the caller gets the missed-call text with your consult booking link and lands in New Lead.
Press 2 (existing client) or no key pressed: the caller is not added to your pipeline, and the missed-call text has no booking link.
Tip: if a new inquiry calls but doesn't show up in your pipeline (for example, they didn't press anything or pressed 2 by mistake), add them with the lead capture form.
Setting up or changing your phone tree
The phone tree is standard for every practice. If your phone system already separates new and current clients, our team can turn it off after testing.
Your phone tree uses an IVR workflow. In ClinicMonk™, go to Automation → Workflows and open your existing phone-tree workflow, usually called Missed Call Text Back. Check the full call path before changing live call routing.
The opening phone-tree greeting and voicemail are different messages. Use these step-by-step guides:
For the missed-call texts and next steps, see What Happens When You Miss a Call.
Test before sharing your number
Call from another phone. Press 1 for new inquiries, then call again and press 2 as an existing client.
Test no selection and an incorrect key.
Test an answered call and an unanswered call.
Confirm existing-client calls do not create new opportunities.
Check that new inquiries receive the intended follow-up.
Complete your onboarding and confirm your phone is working before connecting your website phone number to ClinicMonk™.
Need support?
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