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AI Assistant: Configuration Guide

  • In the Office Settings (gear icon), you’ll find the new AI Settings page—the central hub for configuring and managing AI Assistant features. You can return here anytime to adjust settings as your practice’s needs evolve.

    You’ll also see new AI configuration options within Scheduling Settings, allowing you to customize how AI manages each appointment type.

    With these tools, your practice controls:

    • Which appointment types allow direct booking vs. request-only

    • How AI communicates with patients across Web Chat and Voice

    • The level of automation vs. staff oversight your team prefers

    • How patients experience your practice both online and over the phone

    These settings ensure flexibility, letting you balance automation with personalized care while creating a seamless, professional patient journey.

    Ready to set it up? Dive into this configuration guide to learn step-by-step how to customize your settings.
     

    AI Settings

    Scheduling Appointment Type Settings

  • Your FAQ = Your AI Assistant’s Knowledge Base! The FAQ is the AI Assistant’s primary source for answering patient questions about your office, policies, and services. A complete, detailed FAQ from the start means fewer “I don’t know” responses and a smoother patient experience. The AI can only answer what it knows, so every detail provided here saves time later.

    1. When a new AI Assistant users access the Practice FAQ tab for the first time, they are presented with a Welcome to FAQs screen offering two setup options:

      1. Use Pre-Created Template -

        Start with a set of pre-populated FAQ questions and manually add answers.

        • Click “I’ll Fill It Out Myself” to begin customizing.

      2. Auto-Fill from Website -

        Allow the AI to generate answers automatically by analyzing the practice’s website.

      If users choose not to proceed immediately, they may close the welcome screen and return later to edit or complete the FAQ template.

    2. Upon entering the FAQ Template, users will see all pre-created categories displayed in a collapsed view. Each category includes a numeric indicator showing the total number of questions and answers within that category.

       

      Action Buttons

      • Save Draft and Review & Publish are initially disabled.
        • The "Save Draft" option becomes available once any change is made.
        • Review & Publish becomes available only after all questions have answers, ensuring completeness before publishing.

      Visual indicators help users track edits and completion status across categories:

      • Edited -
        • Appears when a question or answer is modified.
        • Edited fields are highlighted in blue, and the category displays an Edited badge.
      • Deleted -
        • Displays when a question is removed.
        • The removed question is highlighted in red, and the category displays a 'Deleted' badge.
      • Incomplete -
        • Indicates unanswered questions within a category.

      The correlating badges along the top act as navigation shortcuts:

      • Clicking Edited scrolls to the first modified question.
      • Clicking Incomplete jumps to the first unanswered question.
      • Deleted questions won’t appear in the editor since the question has been removed—they will only be visible on the Preview page for final review before publishing.

      Each question also includes Undo and Delete icons:

      • Undo -
        • Reverts the question to its previous state:
          • Template questions return to their original text with answers cleared.
          • Live questions revert to the last published version.
      • Delete -
        • Deletes a question immediately without confirmation.
        • Deleted questions can be restored using Undo on the Preview page.
        • Newly added questions (not yet saved) require confirmation before permanent deletion.

      Add a new category by clicking Add Category at the top of the template.

      • Enter a category name in the pop-up.
      • The new category is added to the bottom of the list with one empty Question & Answer pair by default.

      Category Actions (Three-Dot Menu)



       

       

      Each category includes a three-dot menu with the following options:

      1. Add New Question - Creates a new empty Question & Answer pair within the category.
        Alternatively, users can click Add Question at the bottom of the category.
      2. Prefill from URL - Opens a modal allowing users to enter a website URL for AI-powered answer generation.
      3. Rename Category -Allows users to update the category name.
      4. Delete All - Deletes the category and all associated questions. A confirmation prompt prevents accidental deletion.

         

    3. Users can prefill answers at any time by selecting Prefill from Website. To complete this, users will - 

      1. Enter a website URL in the modal.
      2. The AI analyzes the site and fills in available answers.
      3. If an answer cannot be found, the field remains blank.
        1. Note: Results depend on the richness and availability of information on the practice’s site.

           

      During analysis:

      • The page is temporarily disabled.
      • A loading spinner and message indicate progress.
      • Processing time depends on the number of unanswered questions.

      Once complete, the page re-enables, and users may review or edit the generated answers.

    4. When all questions have been answered, the Preview & Publish page allows users to review all pending changes before making them live.

       


      Changes are color-coded for clarity:

      New Q&A

      • Displayed in a single column with a blue background.
      • Indicates newly created questions with no live version.

      Edited Q&A

      • Displayed side-by-side:
        • Left (white): Current, live content.
        • Right (blue): Updated content.

      Deleted Q&A

      • Displayed in a single column with a red background.
      • Indicates content that will be removed upon publishing.

      Each change includes an Undo Change link to revert edits or deletions before publishing.

    5. After review, users can select Publish All Changes to send the updated FAQ content to the AI agent.
      • A confirmation message appears upon successful publication.
      • Users are returned to the Template view.
      • The Last Updated timestamp will reflect the most recent publication time.

  • This section displays the dedicated phone numbers used by the AI Assistant. 

    Inbound: The number that patients will use to call the AI-enabled practice. Used for IVR configuration.

    Outbound: The number the AI uses to text or call patients.

    • For RevenueWell Phone customers, the Virtual Receptionist is a built-in call management tool designed to streamline patient communication. It answers incoming calls, provides clear instructions, and routes callers to the correct team member or service, enhancing efficiency and reducing wait times.

      Additionally, the RevenueWell AI Scheduling Agent can automate appointment scheduling, rescheduling, and cancellations directly within your phone tree, freeing staff to handle more complex calls and improving patient experience.

      Together, these tools allow us to dedicate our AI Agent to a specific line on their phone tree!

      Key Preparation Steps Before Setup

      1. Confirm the Inbound AI Phone Number assigned to your AI from RevenueWell.
      2. Decide which number key callers will press to reach the AI or other options.
      3. Determine if greeting announcements need updates (e.g., “Please listen carefully as the menu options have changed”).


      Set Up the Device

      Prepare the device(s) (cell phone or landline) that will receive forwarded calls. No user assignment is needed when adding devices. 

      1. Within the PBX, go to Devices.
      2. Click Add a Device.
      3. In the AI settings, copy the Inbound AI Phone Number.
      4. Back in the PBX, paste the copied Inbound AI Phone Number into the number field.
      5. Name the device as desired.
      6. Click Create Device to save the new device.
         

      Setting Up the Virtual Receptionist (RevenueWell Phone Customers)

      1. Main Number
      2. Incoming Call Handling.
      3. Select the hours to apply the Virtual Receptionist (e.g., Open Hours, After Hours).
      4. Enable and open the Virtual Receptionist feature.
      5. Define your call menu (Press 1 to Schedule an Appointment, Press 2 to...).
      6. Record or type a greeting to instruct callers on their options.
      7. Save your changes.
      8. Activate Call Flow
        • Save changes again under Incoming Call Handling to activate.

    • To connect the RW AI Scheduling Agent to your current phone system, work directly with your telephony provider and follow these steps:

      1. Provide the Inbound AI Phone Number – In RevenueWell, go to Settings → AI Settings and copy your Inbound AI Phone Number. Share this number with your telephony provider. Any phone tree option that forwards to this number will route to the AI Scheduling Agent.
        4399d3ea-2b20-460e-823b-cf573b7b4167.png

      2. Select Which Phone Tree Option(s) Will Route to the AI – Decide which menu options (e.g., “Press 1 to schedule an appointment”) should transfer to the AI Scheduling Agent. Your provider will configure those options to forward or transfer calls to the Inbound AI number.

      3. Review and Update Greetings – Determine if your call menu greeting needs to be recorded or updated. For example, if your menu options have changed, you might want to include: “Please listen carefully, as our menu options have recently changed.”

      4. Confirm Call Forwarding Setup – Ask your provider to verify that forwarding from your selected phone tree options to the AI number is live, functional, and tested.

      5. Consider Time-Based Forwarding (Optional) – If you’d like the AI Scheduling Agent to handle calls after hours, check if your telephony system supports time-based call routing. Your provider can configure forwarding rules so that the AI answers calls only during specific times.

      Talking Points for Telephony Provider Conversations

      • Provide the RevenueWell AI inbound phone number.
      • Specify which phone tree options forward to AI.
      • Confirm if greeting announcements need updating or re-recording.
      • Discuss time-based call forwarding capabilities.
      • Request testing and confirmation after setup.

    • The AI Call Transfer feature enables the AI agent to seamlessly route callers to a live staff member when human assistance is needed. This capability helps ensure a positive patient experience and supports the safe handling of situations that require escalation beyond the AI's capabilities.

      2026-01-15_16-42-27.png

      Within the AI Settings, you will see a new field, "Practice Transfer Number." This number is:

      • The phone number to which Kora will transfer calls.
      • Required to activate call transfer functionality.
        • If no Practice Transfer Number is configured, the AI agent will not be able to transfer calls. We strongly encourage all offices to set up this number to ensure proper escalation when needed.

      How Call Transfer Works

      Kora will initiate or offer a call transfer in the following situations:

      1. Patient Explicitly Requests a Live Person -
        1. Examples:
          1. “I want to talk to someone.”
          2. “Can you transfer me to the front desk?”
      2. Patient Requests a Specific Staff Member - 
        1. Examples:
          1. “Can I speak to Sarah?”
          2. “I need to talk to the billing manager.”

      3. The conversation is not going well - 

        1. Examples:
          1. The AI is unable to assist effectively.
          2. The patient appears frustrated or stuck
          3. Identity verification fails.

      In these cases, transferring to a live staff member helps ensure timely resolution and maintains patient trust.

      Note: When a call is transferred, the patient is expected to connect with a live representative or be routed to voicemail; therefore, no callback alerts or today’s items will be created. This ensures users are not prompted to follow up on calls where the patient has already been assisted or redirected appropriately.

  • Customize the AI Web Chat Agent widget that appears on the practice’s website.
    1. Avatar Image: See the default agent image and explore the ability to upload a custom image to appear within the chat widget.
      • File Size: 120 x 120 pixels.
      • File types: jpg, png, gif, webp
    2. Chatbot Title: Customize the chatbot's description.
      • Example image: Chatbot Title is: “Dental Care of Windsor”
    3. Brand Color: Choose a color theme to match the practice’s branding.

    4. Chatbot Introduction: Add a personalized welcome message to prompt patient engagement.
      • Example Image: Chatbot Introduction is: “Need to book an appointment or have a dental question? Tap below to get started.”
    5. HTML Code: View and copy the embed code to install the chatbot on the practice website.
      • Use View Example to preview the widget in a new tab.
      • View the Configuration Guide to get a better understanding of how to install the widget.

  • This section is where practices can enable the AI Assistant scheduling workflows and choose a preferred scheduling Outbound Communication Channel.

    1. Enable: Toggle ON/OFF to enable or disable the scheduling agent.
      • Note: The Scheduling Agent in AI Assistant is an all-in-one feature. If enabled, it will handle scheduling, rescheduling, and cancellation requests. These functions cannot currently be turned on or off individually.
    2. Outbound Communication Channel: Select preferred method of outbound patient communication.
      • SMS
      • Voice

    Best Practice: Our research shows that SMS tends to have a higher engagement rate and offers greater convenience for patients.

  • Here, offices can enable AI Assistant's ability to help collect missing information ahead of appointments and customize the settings for this use case. 
     
    1. Toggle to ON to enable the Missing Data Agent.
    2. Choose the Outbound Communication Channel:
      • SMS (recommended)
      • Voice Call
    3. Set the Outreach Schedule:

      • You can choose when the AI should start sending Missing Information messages to patients — either right after an appointment is created or a set number of days before the appointment (choose from 4, 5, 6, or 7 days prior).
        MissingInfoOptions.png

      • Once the outreach is triggered, the AI will automatically follow up with the patient on days 1, 2, and 4 to collect any missing information.
        MissingInfoFU.png

  • The Appointment Types settings page now allows practices to configure which appointment types are supported by the AI Assistant for both appointment requests and direct scheduling.
    1. To access:
      1. Open Settings (gear icon).
      2. Click Scheduling within the applications menu.
      3. Scroll to the Appointment Types section.
      4. Add Appointment Type or Edit existing to launch the appointment type settings found below. 

    2. The configuration of appointment types ensures the AI can correctly surface, book, and write back appointments during patient interactions. As part of the AI rollout, this page has been updated with a refreshed layout and new fields that are required for AI functionality.

      We have added AI-specific settings in addition to the standard appointment type settings. 

      PMS Calendar Availability: Ensures the AI Assistant references the practice’s PMS (Practice Management System) calendar to locate available time slots. This setting is required before enabling any of the following options -

      • Direct Scheduling: Allows the AI to book this appointment directly into the PMS calendar without manual staff approval.
      • AI Assistant: Allows the AI to schedule this appointment type. 

      Assign Appointment Category and Description: Once AI is enabled for an appointment type-

      1. Select a Category from a predefined list.
        • These categories help the AI identify and match appointment types during conversation.
        • The list includes patient-friendly language to ensure natural communication.
      2. Set a Description:
        • You can enter a custom description or leave the field blank to use the default description tied to the selected category.

      Offices can then configure the last group of settings:

      1. PMS Appointment Type: Practices will select the corresponding appointment type from their PMS. This ensures appointments are written back accurately to the correct type in their PMS.

      2. Select Operatories: Practices will need to select operatories that should be considered when the system is looking for available time slots.

      3. Select Providers: Practice users will need to select the provider(s) whose availability should be used when searching for available timeslots.

        • Adding providers to an appointment type (required for Direct Scheduling, optional otherwise) can affect the availability shown to patients, depending on the practice’s PMS:

          • PMS supports Direct Scheduling – Availability is based on both the provider’s and the operatory’s schedules, giving patients more accurate results.

          • PMS does not support Direct Scheduling – Availability is based solely on the operatory schedule, following the traditional method.