User Management
Assign the right level of access
Give each user the minimum level of access they need to do their job—nothing more.
- For example, front desk staff should typically only have access to their specific location.
- Broader access (such as multiple locations) should be reserved for roles like regional or multi-site managers.
Keeping access limited helps protect your account and reduces risk if login credentials are ever compromised
Deactivate users instead of removing them
When a team member leaves your organization, set their status to Inactive rather than removing them.
- This keeps a record of their past activity for reporting and accountability.
- If a user is deactivated by mistake, they can be quickly reactivated.
Appointment Types
Review appointment types before enabling scheduling
Before turning on scheduling, take a moment to review all imported appointment types.
Some appointment types pulled in from your system may be internal, outdated, or not meant for patients to book.
- Mark any of these as Inactive so they are not available for scheduling.
This helps ensure patients only see the correct options when booking.
Decide which appointments can be booked instantly
Each appointment type can be set to either allow immediate booking or require staff approval.
- Direct Scheduling (instant booking): Best for routine or standard appointments to create a faster, smoother patient experience.
- Approval required: Recommended for more complex, high-cost, or sensitive procedures where staff review is needed.
Choose the option that aligns with your practice’s scheduling policies.
Confirm provider and room assignments
Make sure each appointment type is linked to the correct providers and operatories (rooms).
- Missing or incorrect assignments can lead to scheduling conflicts or unavailable time slots.
Taking a few minutes to verify this upfront will prevent issues later.
Save time by reusing configurations across locations
If multiple locations offer the same appointment types, you don’t need to set each one up manually.
- Use the “Prefill from Location” option to copy configurations from an existing location.
This ensures consistency and speeds up setup across your practices.
FAQ Management
Upload FAQs ahead of your go-live date
Submit your FAQ documents at least 24–48 hours before activation.
- Processing and indexing can take time and are not immediate.
- Planning ahead ensures your AI Receptionist is fully ready at launch.
Use clean, simple document formatting
For best results, upload well-structured documents in .docx or .txt format.- Avoid heavy formatting like large tables, images, or charts.
- If an upload fails, simplify the document and try again.
Cleaner formatting helps the system accurately process your FAQs.
Organize FAQs into categories
After uploading, group your questions into clear categories such as:- Billing
- Scheduling
- Insurance
This makes it easier to manage, update, and maintain your FAQs over time without needing to re-upload everything.
Make sure FAQs are fully processed before use
Only FAQ collections that are fully processed will be available to assign.- If you don’t see a collection available, check that it has finished processing.
Reuse FAQ sets across locations
If multiple locations use the same FAQs, you don’t need to recreate them each time.- Use the “Copy to Locations” feature to apply existing FAQ sets across locations.
This keeps your setup consistent and saves time.
Review FAQs after uploading
After uploading, the system will automatically create question-and-answer pairs.- Always review these for accuracy before making them live.
- Edit or remove anything that is unclear, incorrect, or incomplete.
This step is critical to ensure your AI provides accurate and reliable responses to patients.
Agent Configuration
Voice Settings
Preview the voice before saving
Each language and voice option has a sample—always listen before confirming your selection.
- Voice quality varies based on the language and voice combination
- Previewing ensures the voice aligns with your brand and patient expectations
Only enable relevant languages
Turn on only the languages your patients actually use.
- English is required
- Additional languages (like Spanish) should only be enabled if needed
Keeping options focused avoids confusion and improves the patient experience.
Hours of Operation
Stay within compliant calling hours
For outbound communication, follow standard calling windows:
- Monday–Friday, 8:00 AM – 5:00 PM
- The system may allow other hours, but using them can create compliance risks
- If outreach outside these hours is required, consult your compliance team first
Use 15-minute time increments
Scheduling must align to:
- :00, :15, :30, or :45
Any other time will not save correctly.
Account for holidays
If your practice is closed on federal holidays:
- Enable the “Closed on Federal Holidays” setting
This prevents outreach when no staff is available to follow up.
Align hours with staff availability
Make sure your AI’s operating hours match when your team is available to take over.
- If calls are transferred but no one is available, it creates a poor patient experience
Transfer Targets
Set up transfer targets before going live
Transfer targets allow patients to reach a human when needed.
- Without them, calls requiring human support cannot be properly handled
- This is a common reason for activation delays
Verify contact details when creating targets
Pre-filled information (like phone number and timezone) should always be reviewed.
- Confirm the number routes to the correct team—not just the main line
Assign transfer reasons intentionally
Each transfer reason can only be assigned once:
- Requests to speak with a person
- Billing or insurance questions
- Failed identity verification
If you have multiple teams, split these responsibilities clearly (e.g., front desk vs. billing).
Match schedules to each team
Different teams may have different hours.
- Set schedules for each transfer target based on actual availability
- Avoid assuming all departments follow the same hours
Communication Channel (Outbound Agents)
Choose the right communication method
Select the channel your patients are most likely to respond to:
- SMS: Best for reminders and routine communication
- Voice: Better for urgent or complex situations
Complete SMS verification early
If using SMS:
- Your account must show “SMS Verified” before messages can be sent
- Verification can take several business days
Start this process early to avoid delays.
Stay consistent within a campaign
Once outreach starts on a specific channel (SMS or voice):
- Do not switch mid-process
Consistency helps avoid patient confusion.
Outreach Schedule (Outbound Agents)
Use recommended timing as a starting point
- Appointment confirmations: ~3 days before
- Rescheduling reminders: 1–2 days before
- Missing information requests: 7–14 days before
These timings balance effectiveness with patient convenience.
Avoid over-contacting patients
Multiple outreach types may overlap.
- Review your combined schedule to ensure communication feels helpful—not excessive
Web Chat Configuration
Set up each location individually
Web chat must be configured per location.
Include all website domains
Add every domain where the chat widget will appear:
- Include variations (e.g., with and without “www”)
- Missing domains may prevent the widget from loading
Use the provided embed code
Once configured:
- Use the generated code exactly as provided
- Do not manually recreate or modify it
Write a clear, helpful greeting
Your greeting sets expectations for patients.
- Be specific about what the AI can help with (e.g., scheduling, rescheduling, answering questions)
Check your brand colors for visibility
Make sure selected colors are easy to see and accessible.
- Low contrast (like light colors on white) can make elements hard to read