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AI Assistant: Incoming Alerts & Monitoring

Curious about how your AI agent is performing? You can explore detailed metrics and trends in our Insights article on AI Analytics. It’s a great way to see the impact AI is making for your office!

  • Practices are notified when key actions occur during AI-assisted interactions. As patients book, reschedule, or cancel appointments, alerts appear on the home page.
    1. Alerts will be generated for the following scenarios:
      • Appointment Request -
        • Generates homepage alert.
        • Updates "Today's Items."
        • Clicking the alert takes the user to the slideout within Scheduler to view the request and any other pending appointments.
      • Directly Booked Appointment -
        • Generates homepage alert.
        • Clicking the alert takes the user to the slideout within Scheduler to view the appointment details.
      • Reschedule Request -
        • Generates homepage alert.
        • Clicking the alert takes the user to the slideout within Scheduler to view the request and other pending appointments.
      • Cancellation Request -
        • Generates homepage alert.
        • Clicking the alert takes user to the slideout within Scheduler to view the request and other pending appointments.

    2. When the AI cannot resolve a patient’s request, a callback alert will be created. This happens in the following scenarios:

      1. Inbound Voice Calls – A patient calls the practice and the AI is unable to assist.
      2. Appointment Confirmation Replies – A patient replies to an appointment confirmation asking to be contacted, and the AI’s attempt to assist is unsuccessful.

      Viewing Call Backs

      1. Home Page Alerts – Call Backs will display in the Alerts box.
      2. Today’s Items – The Call Back count is visible here. Clicking the count opens a list of requests, including those generated by AI.
      3. Each Call Back entry also includes a link to the interaction transcript (click the sparkle icon to view).
  • The Appointment Requests Slide-out is now called the Scheduling Alerts Slide-Out. This panel gives a full picture of scheduling activity across:
    • Directly Booked Appointments
    • Appointment Requests
    • Rescheduling Requests
    • Cancellation Requests

    1. Here’s what each alert type means and how to identify them in the slideout:

      Alert Type Description Label + Visual Indicator
      Directly Booked Appointments Booked without requiring practice approval.

      Label: Appointment

      Overlay: Blue

      Status: Writeback Pending
      Appointment Requests Submitted by a patient and waiting for practice review.

      Label: Appointment

      Status: Pending Review
      Rescheduling Requests Patient requests to move an existing appointment.

      Label: Rescheduling

      Status: Pending Review
      Cancellation Requests Patient asks to cancel an appointment.

      Label: Cancellation

      Status: Pending Review

      Status indicators:

      • Blue Dot: Appears to the left of the patient's name and shows that an alert has not been opened or acted on yet. It disappears automatically after the alert is viewed or an action is taken.
      • Blue Sparkle Icon: Found on the lower-left of cards handled by the AI Assistant, making them easy to identify.

    2. Each alert displays a status that shows where it stands in the workflow. These could be:

      Status

      Definition & Image
      Pending Review Approval required
      Approved With date of approval. No action required.
      Dismissed With date of dismissal. No action required.
      Writeback Processing

      Approval in process or direct scheduled, no action required.

      • If writeback is successful will turn into approved status with date.
      • If writeback fails, it will show "Writeback to PMS failed" and provide an option to modify the appointment.

    3. To focus on specific alerts, click the Filters button at the top of the Scheduling Alerts Slide-Out.

      Available filters include:

      • Type: Directly Scheduled, Appointment Requests, Rescheduling, Cancellation
      • Status: Pending review, Approved, Dismissed
      • Source: RW AI, Appointment Form, Website Widget
    4. When viewing any alert, offices will see the usual online scheduling appointment details, as well as:
      • If the appointment originated from an AI interaction, it will list RW AI as the source.
      • A “View Transcript” link will appear to open the full AI-patient conversation.

    5. When a patient submits a cancellation or reschedule request, practices will see a “Notify Patient” toggle in the Details View.

      • Default: The toggle is off.
      • Action: To notify the patient, staff must enable the toggle before clicking the action button.
      Default - Off Action - Enabled

      Once enabled, Messenger opens with a pre-built template message that automatically reflects whether the request was accepted or declined.

      • Templates include merge fields (patient name, appointment date/time, practice phone number).
      • Messages can be reviewed and edited before sending to adjust tone or details.
      Editable Message Preview Sent Message

      Note: If this is the first message of the day from the practice, Messenger will automatically add the practice name, phone number, and an opt-out option.
    6. To process a request, the office will follow the same process as for normal online scheduling:
      1. Click on the request
      2. Within the request details, choose to:
        1. Accept the Request
        2. Dismiss the Request
        3. Reschedule
        4. Remove from Schedule (Cancellation Requests)
      3. Within the launched window, confirm the action and save.  

  • You can also view AI-originated scheduling items directly on the practice calendar.

    Alert Type Calendar Appearance
    Directly Booked Appointments

    Appear as a yellow unconfirmed appointment until the patient confirms (existing behavior).
     


     
    Appointment Requests

    Shown as blue placeholders with a dashed left border until the office approves.
     


     
    Rescheduling Request

    Shown with gray overlays, dashed left borders, and label prefixes.
     


     
    Cancellation Request

    Shown with gray overlays, dashed left borders, and label prefixes.
     


     

    Calendar Actions:

    • Approved Request: Converts placeholder to a confirmed appointment
    • Approved Reschedule: Moves the appointment to the new time slot
    • Approved Cancellation: Removes appointment from calendar.
    • Dismiss: Calendar remains unchanged
  •  
    1. For any scheduling interaction handled by the AI Assistant:
      • A case card appears in the Patient Inbox once closed
      • It will include:
        • The case type (Appointment, Reschedule, Cancellation)
        • A link to the full transcript
          • To locate an AI case ID: Open the transcript, then click “Additional Info” at the top of the pop-up window.
      • If a case is closed with a “Failed” status, it will be labeled “Call Requested.”
        • This means the patient’s request could not be completed—either because they asked to speak with a live agent or the AI could not resolve the request. A callback task will then be created for the practice.

           

    2. Once you have opened the transcript through the Inbox, Scheduling Alert Details, or Insights AI Attract, you can access the following:

      • Interaction Type (Voice, Chat, SMS) 
      • Label (Cancellation Request, etc.)
      • Date of interaction
      • Summary
      • Notes
      • Full transcript
      • Additional Info
        • Case ID
        • Status

      Summary

      The Summary is an AI-generated overview of the interaction. It provides a concise description of what occurred during the conversation—for example:

      • The patient’s reason for calling
      • Key actions taken
      • The final outcome

      Key Details:

      • A summary is generated for every interaction (voice, SMS, chat).
      • It appears at the top of the transcript for maximum visibility.
      • The section is expanded by default, helping users quickly understand the call without scrolling.
      • Users can collapse the section when reviewing additional transcript details.


      Notes 

      The Notes section captures specific messages patients verbally ask the AI to relay to the practice.
       

      Key Details:

      • Notes are currently available only for AI Voice calls.
      • A note is created when a patient explicitly asks the AI to pass along information
        (e.g., “Please let the office know I’ll arrive late”).
      • If no note exists, this section will not appear in the transcript.
      • When an interaction results in scheduling-related requests, notes are created both in the transcript and within the request in the existing "Comments" section. This ensures front-desk staff can access patient-provided context without even opening the full transcript.