Massey Orthodontics

Call Flow

1. 1

   Greeting — warm, they took the first step

   Inbound: "Thank you for calling Massey Orthodontics. May I have your name and best phone number in case we get disconnected?" Then: "I'm so glad you called. Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes. What made you reach out today?"

   • Outbound: "Hi, this is [Your Name] calling from Massey Orthodontics. Am I speaking with [Patient Name]? Great! Do you have a few minutes? Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes."
   • Reminder — do not read aloud: Check GHL Procedure of Interest and Appointment Day/Time!
2. 2

   Discovery — build rapport, validate & push to book

   • Inbound: open with "How can I assist you today?"
   • Outbound: "I see you are interested in [treatment type]. I'm following up per your request to book your appointment with us."
   • Go deeper: How long have you been thinking about this? What's been holding you back?
   • Congratulate them on calling / taking the first step to research — then push to book.
3. 3

   Qualify — new vs. existing · confirm appointment type

   • HARD STOP — EXISTING PATIENTS: Transfer ALL existing patients immediately. Do not attempt to book.
   • Early Ortho Consult — Free · 1 hr with Dr. Massey.
   • Braces Consult — Free · 1 hr with Dr. Massey.
   • Invisalign Consult — Free · 1 hr with Dr. Massey.
   • Zoom Whitening Consult — $697 due at first appointment · 15 min.
   • Single location — Lubbock, TX. All consults with Dr. Massey.
4. 4

   Schedule — single location · same-day starts available

   • All consults are with Dr. Massey, single location. Same-day starts available for all treatments. Offer two date/time options.
   • New patient consult → book using the booking link.
   • Existing patient → transfer to Main Office immediately.
   • Type Boost doesn't schedule → transfer to Main Office. If no answer → submit Transfer Form.
   • Booking link: Massey Orthodontics — Schedule Appointment.
   • Chat widget (Massey website): Boost agents handle the chat widget manually — no AI. New lead chats: monitor, reply, and book. Existing-patient chats: re-assign the conversation to the "Massey Orthodontics" user so their team takes over.
5. 5

   Patient Education — wrap up

   • Always cover: appointment date/time/provider/location; appointment instructions; how to reschedule; congratulate & close.
   • Massey specifics — Zoom Whitening patients only: They'll receive a fluoride toothpaste — use it twice daily for one full week before their first Zoom Whitening session.