Outreach now places calls, not just texts
A text is the cheapest way to reach a patient. It is not the only one, and for a good number of people it is not the one that works.
Cync has always opened with a message. It goes out the same day the referral lands, it says which practice is calling and why, and it asks for a time. Most patients who answer, answer there.
The ones who do not answer are the problem. A text that goes nowhere leaves nothing behind: no ring, no voicemail, no record that anybody tried. Practices fill that gap with a person and a phone list, which is the exact work Cync exists to remove. For the manual playbook, here is how to reach a patient who does not answer.
What happens now
When a message goes unanswered long enough, Cync places an automated call. The call identifies the practice, states the reason for the referral in one sentence, and offers to connect the patient or take a callback number. Every attempt is written to the patient thread as a machine event, with the time, the number dialled and what came of it.
Nothing changes for the coordinator. Texts, calls and internal notes sit in one column in the order they happened, so whoever opens the referral next can see what has been tried without asking anyone.
What it does not do
It does not chase forever. Attempts are bounded, and a referral that exhausts them comes back to the worklist marked unable to reach. That is an ending, and an ending is something a practice can act on and close. A referral that quietly rings out is not.
Voice outreach runs alongside text on every referral Cync works.
