Human Escalations

Human escalations are a core part of the BookedSolid platform, enabling patients to speak with a member of your clinic team, either for queries beyond the AI’s scope or simply for preference. Escalations can be configured in a variety of ways in order to fit the clinic workflows.

Call Transfers

One option is call transfers, which allow the caller to be instantly transferred to another line which is operated by a member of the team, allowing for a faster point of contact.

To add a call transfer number, head to Settings > Call Handling > Call transfer number. Remember not to enter the same number that originally forwards to the AI, as your callers will end up in a loop!

Email Notifications

The other option is email notifications. When a caller expresses interest in speaking to a member of the team, an email notification will be sent with a summary of the callers request, along with their details so that you can call them back. If the request is made through messaging channels, you can intervene in directly in the messaging tab of the dashboard.

Email notifications are the default option, unless a call transfer number has been entered. You can change your notification email address in Settings > Account Setup > Notification Email, or you can add more email addresses by separating them with a comma and space.

Hybrid

You may want call transfers during clinic hours, but email notifications out of hours. To set this up, enter your call transfer number in Settings > Call Handling > Call Transfer Number and then check the newly appeared box titled Only forward within office hours. You can then customise your office hours in Settings > Account Setup > Office Hours.

Escalation Requests to Specific Practitioners

Callers may also want to speak with a specific practitioner as well. To enable this, first you must create a login for each of the practitioners. This can be done in Settings > Account & Logins. You can then assign the email address for each of these logins to the relevant practitioner in Clinic Setup > Practitioners > Assign Email.

Once complete, any requests to speak with a specific practitioner will be emailed to the respective practitioner email.

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