Experience
ECW PLAYBOOKVoice + SMS Governance
Run phones and messaging as one operating system with clear policies.
Ready in
2–4 weeks
Typical ECW rollout timeline
Automation lift
Varies
Depends on call mix and workflow scope
Escalations
On-call
Response times follow your protocols
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Why governance matters
If phone and SMS teams follow different rules, patients receive conflicting information and compliance risk rises.
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Policy components
Document the non-negotiables so voice and SMS teams operate with the same guardrails.
- Approved SMS scenarios + blackout windows
- Escalation thresholds from SMS back to phone
- Retention + audit requirements
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MedReception governance toolkit
We map every call disposition to eligible messaging templates, enforce PHI boundaries, and log cross-channel interactions in ECW.
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Operations cadence
Run weekly reviews of cross-channel analytics—first-contact resolution, repeat-call rate, SMS engagement—to keep governance aligned with reality.
Next step
Bring this playbook into your ECW environment
We’ll load your scripts, routing maps, and compliance requirements into MedReception AI, then show your stakeholders how each call is logged back into ECW.