Calls

The calls channel automates your clinic phone, allowing patients to call the clinic and have real-time conversations with AI over a variety of different functions.

Written By Thomas Wojtowicz

Last updated 4 days ago

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.

Provisioning Your AI Number

To get setup, you can follow the onboarding flow when you enter the dashboard for the first time.

The second step of this form is where you can provision your AI number. You will be prompted to enter some basic business 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.

The BookedSolid team will then be notified of your provision request and will prepare your AI number. Once your number is ready our team will notify you, this usually takes under 24 hours.

Setting Up Call Forwarding

Now that your AI number is ready, you can set up call forwarding from your clinic phone — this allows it to go live with patients. You can decide whether you want calls to be forwarded 24/7 or outside of clinic opening hours.

Mobile/VoIP Phones

Go to your phone settings or provider portal and look for “Call Forwarding” or “Divert Calls”. Set it to forward to your BookedSolid AI number.

Landline

Dial *21* (or other code as defined by your phone provider) followed by your BookedSolid AI number, then press # to activate call forwarding. To deactivate, dial #21#.

PBX/Business Phone System

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.