How to Automate Weave

Every call and text to the practice lands in Weave

Weave is the phone system and patient messaging platform that dental, optometry and veterinary practices, among others, run their front desk on, and it syncs with the practice management system behind it, bringing household names and profile photos into its patient profiles. When a patient calls, Call Pop puts their name, their next appointment, when they are due and any overdue balance on screen before anyone picks up, along with any tasks or notes left for them.

Patients text the office number, or start a text from the practice's website through Text Connect, and staff answer from that number. Appointment requests, digital forms and invoices arrive in one unified inbox, and voicemails come in transcribed as text.

The answer to a patient's text often sits in another system

A lot of what comes into Weave is a question the front desk cannot answer from Weave: whether the glasses are ready, whether insurance covered the visit, when the next box of contact lenses can be ordered, whether the dog's bloodwork is back. For each one, a receptionist leaves the inbox, looks up the answer in the practice management system, on a lab's website or on an insurer's portal, and comes back to type a reply that is often one line.

The front desk also works the lists behind the messages: today's no-shows, who should hear from someone before the day ends, patients whose balance is past due, families due for a recall who let the automated reminder pass, and optical orders that have arrived and not been picked up.

Weave automates the messages its PMS sync can trigger

Once Weave is synced with the practice management system, it sends appointment reminders by text, phone call or email and updates the calendar when a patient confirms or declines. A patient can confirm with any affirmative reply rather than a single C. When someone cancels, Weave texts them to reschedule and tells waitlisted patients about the opening. For recall, staff sort patients by scheduled or unscheduled, narrow them by appointment type, status, practitioner and location, and send a text or email in bulk or one at a time. A missed call gets a customized text back automatically.

Smart Drafts reads an inbound message and suggests a reply, and the AI Receptionist answers calls and texts around the clock. For dental offices, insurance verification goes directly to dental insurance portals ahead of appointments and reports maximums, deductibles and remaining coverage.

When the answer sits on an optical lab's order page or a reference lab's results portal, a receptionist looks it up there before typing the reply, and an optometry practice checks vision plans on each plan's own website.

The looked-up answer waits in the Weave thread

In an optometry practice, the front desk sends each pickup text from the patient's Weave conversation, where it waits already written on the afternoon the lab or the EHR marks the glasses ready. Contact lens wearers whose last box was bought long enough ago to be running low have a reorder text waiting in the same place.

Before tomorrow's exams, a patient whose vision coverage has changed has a warning text waiting in Weave, for the front desk to send or hold. Each of today's no-shows has one rebooking text waiting too, written with their balance and recall date in view.

In a veterinary hospital, the reception team can tell a pet owner that the bloodwork is back, and that the doctor will call, from a text written after the result posts on the reference lab's site.

Because each text sits in the patient's own Weave conversation, the history stays in one thread.

The front desk sends each Weave text itself

A pickup text needs the optical lab's order page on one side and the patient's Weave conversation on the other. WebRun is an AI agent that works a real Chrome browser, signed in as you. One run covers both sides, with logins the practice sets up for the lab site and for Weave.

The front desk sends every one of those texts from the office number, after reading it in the patient's Weave conversation. Nothing changes in the practice management system or the chart unless the practice allows the agent to type there.

Crystal PM, Eyefinity and RevolutionEHR are among the systems paired with Weave in the workflows below.