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Multi-branch groups

One inbox per branch. One view for the group.

Every branch keeps its own inbox, hours, holidays and team. Group operations sees all of it, with calls, messages and bookings reported side by side and attributed to their source.

Branches · Vocly Inbox

  • All branches

    Group view

    38 open

  • Downtown

    Sat–Thu · 9–9

    12 open

  • Al Barsha

    Sat–Thu · 10–8

    9 open

  • Mirdif

    Public holiday

    6 open

  • Abu Dhabi

    Sat–Thu · 9–6

    11 open

Add branch

Branch hours · TodayThursday

  • Downtown

    09:00 – 21:00

    Open

  • Al Barsha

    10:00 – 20:00

    Open

  • MirdifPublic holiday

    After-hours agent on duty

    Closed

  • Abu Dhabi

    09:00 – 18:00

    Open
Calls to a closed branch go to its morning listEdit hours
Request a demo for your groupStart a 7-day pilot
  • Hours, holidays and senders set per branch
  • Staff see only their branch; the group sees everything
  • Pilot one branch, then roll out branch by branch
Common problems

Where calls and messages slip today

No call data

Most clinics cannot say how many calls they miss, at what hour, or what those callers wanted.

A call centre that is never big enough

Many groups run central teams of five to eight agents, with half the day spent on outbound calls and the inbound line left waiting.

Message overload

WhatsApp and Instagram bring 100 to 700 messages a day, spread across phones and logins.

No lead attribution

Campaigns bring enquiries, but nobody can say which source turned into a booked, attended visit.

What groups also deal with

  • Central call teams of five to eight agents
  • Half the call-centre day spent on outbound
  • Branches with different hours and holiday calendars
  • No group view of missed calls or lead sources
Key outcomes

What changes when every patient gets an answer

Group report · this week5 branches
  • Al Barsha
  • Jumeirah
  • Marina
  • Mirdif
  • Sharjah
Answered Booked
  1. 01Every branch answeredOverflow, after-hours and holiday calls are picked up for each branch on its own schedule.
  2. 02One queue per branchWhatsApp, SMS, web chat, email and voicemails land in the right branch inbox, not on a personal phone.
  3. 03A group viewCalls, messages, bookings and response times per branch and per source, in one report.
  4. 04A rollout you controlStart with one branch, read the ROI audit, then add branches when the numbers hold.

Powered by core features

Structure

Branches as inboxes, teams per function

Each branch is an inbox with its own hours, holiday calendar and sender. Teams for the call centre, billing and clinical questions work across branches without shared logins.

Roles & access4 roles
RoleOwn branchAllReports

Group ops

Sara M.

Branch manager

Downtown · Ahmed

Front desk

Al Barsha · Joy

Call centre

6 agents

Staff see only the branches their role allows
  • Per-branch hours and public holidays decide who is on duty
  • Routing by branch, department tag or keyword
  • Roles so a branch front desk sees only its own conversations
Routing

The right branch, even when the patient does not say which

Vocly AI asks which branch the patient visits, checks that branch's hours and doctors, and books into the calendar or captures the request for that branch's morning list.

WhatsApp · group number · 20:41

NHNoor H. · new patient · routed to Al Barsha

Vocly AI

Hello, you are chatting with the clinic group's AI assistant. Which branch do you usually visit?

Al Barsha. Is there a hygiene slot this Saturday?

Vocly AI

Al Barsha opens at 10 on Saturday. 10:30 with the hygienist is free. Shall I book it?

Yes please

Booked · Al Barsha inbox · source: WhatsApp

  • Branch-aware answers on hours, doctors and insurance
  • Closed branch? The request goes to its morning handoff
  • Transfers carry the full conversation to the right team
Rollout pattern

Pilot one branch, then roll out

  1. 1Pilot one branchA 7-day After-Hours pilot on one branch, ending with an ROI audit.
  2. 2Read the ROI auditCalls answered, requests captured, response times and the revenue at stake for that branch.
  3. 3Roll out branch by branchAdd branches on a schedule your team sets. This is the pattern multi-location dental groups have followed.

Group pricing is per clinic, with each extra branch in one proposal written for your group. How pricing works

Workflows

The workflows it runs

  1. 01

    Overflow for the call centre

    When every agent is busy, Vocly AI picks up, answers the routine question or books, and hands back anything that needs a person.

  2. 02

    Branch-level after-hours

    Each branch closes at its own time. The after-hours agent covers from that moment and writes to that branch's morning list.

  3. 03

    Group reminders and recalls

    One reminder schedule for the group, sent from each branch's sender, with reschedules landing back in the right calendar.

  4. 04

    Campaign enquiries by branch

    Ads and WhatsApp campaigns reach one number; enquiries are qualified, routed to the nearest branch and attributed.

Platform

What sits underneath

Roles and permissions

Group operations, branch managers, front desks, the call centre and billing each see what they should, with every action in the audit log.

Group reporting

Answered calls, first reply times, bookings and sources per branch, side by side, without exporting spreadsheets.

One knowledge base, branch details

Shared policies for the group, with hours, doctors and insurance accepted set per branch.

Proof

From a clinic like yours

Customer stories

Multi-location dental groups that rolled out one location at a time

A Florida group held a 90% answer rate at peak; a Michigan group went from two pilot locations to all inbound calls.

Read the story

Platform

Omnichannel Shared Inbox

Every channel in one queue per branch, with Inbox Copilot at the desk.

Learn more

By role

For operations leads

What changes for the team day by day, and the owner pitch.

Learn more
FAQ

Questions from multi-branch groups

Can each branch have its own hours and holidays?

Yes. Every branch has its own opening hours, holiday calendar and sender, and the after-hours agent covers each branch from its own closing time.

Will branch staff see other branches' patients?

No. Roles limit a branch front desk to its own conversations. Group operations and the roles you choose can see across branches.

Can our central call centre keep working?

Yes. The call centre works the same inbox across branches, and Vocly AI takes the overflow, the after-hours line and the routine questions.

How do we start without changing every branch at once?

Run a 7-day pilot on one branch, read the ROI audit, then roll out branch by branch on your schedule.

How is a group priced?

Per clinic: a monthly fee plus usage, with a setup fee only where an integration is needed. You receive a written proposal for the group.
7 days · no IT disruption

Start with a 7-day pilot.

Seven nights on your after-hours line. No IT disruption, and an ROI audit at the end.

Start a 7-day pilotRequest a demo
Period
7 days
Pilot
After-Hours
Covers
Nights, weekends, holidays
Ends with
ROI audit