Calls

How Calls Work

The call channel works by forwarding calls from your existing clinic phone number to a new number, dedicated to your AI. Patients can have real-time conversations with AI to check or alter any upcoming appointments, pay for appointments, ask questions such as directions to your clinic and even notify you if they are running late.

If patients require human assistance all they need to do is ask; the call will either be forwarded onto a member of the team or an email will be sent to the team prompting a callback.

All calls can be monitored in the dashboard via transcripts as well as recordings. Transcripts also display action confirmations to show when actions are made during a patient interaction with the AI.

Getting Calls Set Up

To get setup, you can follow the onboarding flow when you enter the dashboard for the first time. Alternatively if you’ve saved things for later, then you can get setup as follows:

Firstly, head to Channels > Phone Number > Provision Phone Number. From here you will be prompted to fill out a form which includes basic clinic details as well as anything additional required to adhere to local provisioning laws. Depending on your location this may involve supporting documentation such as a utility bill or government issued ID.

Once your number is ready our team will notify you. You can then setup call forwarding to your new AI number via your existing clinic phone settings. You can decide whether you want calls to be forwarded 24/7, only during out of hours, or under any custom frequency/arrangement that you wish.

Customising Call Settings

Head to Settings > Call Handling where you customise the call settings to fit your clinic requirements. This includes adding an optional call transfer number if you want to instantly take over calls where human assistance is required, as well as changing the accent and voice speed.

For key intake settings, such as what patient fields are taken when creating a new patient record, head to Settings > Account Setup. You can also edit scripts by going to Settings > Scripting. These settings apply across all channels, but are essential nevertheless.

For any questions, feel free to email us at support@bookedsolid.co.uk.