Office hours
A weekly schedule plus exceptions for lunch and holidays, under Settings → Office hours. After-hours handling is one of three choices:
| Option | What happens |
|---|---|
| Take a message + create staff task (default) | After-hours greeting, then a message and a task. |
| AI answers 24/7 | Everything business hours can do, including booking. |
| Urgent calls transfer only | Everything else goes to voicemail. |
Call routing
One row per call type, each set to Auto-book in EHR, Warm transfer, Take message / task or AI answers. Out of the box, new and existing patient bookings auto-book; cancellations, reschedules, refills, lab results, insurers and referrals take a message; billing questions, "I want a person" and pharmacies warm-transfer; general questions the AI answers.
Two rules save most of the trouble here:
- Every warm-transfer number must be in full international format —
+1then ten digits — with an extension if needed. A row without a valid number cannot transfer. - Give "Caller insists on a live person" its own destination. If billing is the only number you entered, everyone who asks for a human is sent to billing.
Transfer to a direct line or extension rather than your own auto-attendant. If an IVR answers the transfer, the AI ends up repeating "would you like to connect?".
What a warm transfer sounds like
The AI tells the caller it is connecting them, and they hear ringing. When your staff answer, the AI says who is calling and why, then connects them. Nothing is recorded after that point.
If the line is busy, unanswered after about thirty seconds, or goes to voicemail, the AI comes back to the caller and takes a message instead. The real outcome — connected, no answer, line busy, voicemail — is on the call's Events tab.
Taking a message
The AI collects name, date of birth, callback number and reason, files a task under Inbox Tasks, and tells the caller someone will call back. This is what happens whenever booking is off, no EHR is connected, or routing says Take message / task.
Emergencies
Your Emergency keywords (chest pain, shortness of breath, bleeding, unconscious, stroke, severe pain, allergic reaction by default) send the call to the Emergency transfer number, with separate after-hours routing if you set one. Self-harm routes to 988 by default, and you can add keywords that go straight to 911 guidance.