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AI Receptionist - Independent: Configuration Guide

  • Getting Started

    The AI Receptionist – Independent is RevenueWell’s standalone AI front desk solution, designed to help dental practices manage patient communication more efficiently. Unlike integrated solutions, this product operates through its own dedicated portal, giving your team a centralized place to configure and manage your AI experience.

    Your AI Receptionist acts as an always-on virtual front desk assistant, helping handle routine patient interactions across multiple channels, including:

    • Phone

    • SMS (text messaging)

    • Web Chat

    It works alongside your existing systems—like your Practice Management System (PMS)—so you can add AI support without disrupting your current workflows.

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

    How to Log In

    To access your AI Receptionist portal:

    1. Navigate to: https://console.revenuewell.ai
    2. Enter the email and password you created during onboarding

    3. Click Log In


       

    log in page.png

     

     

    Once logged in, you'll land on the main dashboard. To begin configuring your AI Receptionist, navigate to the Configuration tab in the left sidebar. 

    configuration landing page.png

     

  • Account vs. Location Structure

    In the AI Receptionist – Independent portal, your organization is set up in a simple hierarchy to help manage one or multiple locations.

    • Account (Required):
      This is your main organization. Every setup starts with an Account. 
    • Level (Optional):
      This is an additional grouping layer you can use to organize locations (for example, by region, brand, or group). Please note: Levels can be added in the structure for easier organization and management, but they cannot be deleted. 
    • Locations (Required):
      These represent your individual practices or offices where the AI Receptionist will be used.

    Example

    The sample organization below has a simple structure:

    Illinois Smiles Dental Group → Account
    Chicago Clinics → Optional level
    Chicago Smiles – Lincoln Park and Chicago Smiles – West Loop → Locations

    This structure ensures consistent AI behavior and permissions across all locations, while keeping everything organized and easy to manage. 

    organization structure.png

    Callout: Locations inherit access to AI agents through the parent account, whether or not they are separate legal entities.

    Configuration Scope Selector

    The AI Receptionist – Independent includes configuration differences designed to support more complex organizational structures. Understanding how scope and hierarchy work in the console is essential for setting customers up for success.

    The Configuration Scope Selector controls where your settings apply within your organization. It follows a clear hierarchy, allowing settings to flow from higher levels down to lower ones.

    How Hierarchy Works

    Organizations are structured in three levels:

    • Account Level → Applies settings across your entire organization
    • Organization Level → Applies settings to a specific group within the account
    • Location Level → Applies settings to a single location

    You can move between these levels using the scope selector dropdown, which displays your full organizational structure.

    In the example below, the configuration scope is at the Account Level (Illinois Smiles Dental Group).

    configuration scope.png

    Important
    The Configuration Scope Selector appears on every configuration page and determines where your changes will apply within your organization. Before making updates, confirm that the correct scope is selected. By default, the scope is set to the Account level.

  • User Management

    User Management allows administrators to control who has access to the system and what permissions they have. This ensures proper control and accountability. 

    User Management is available under the Configuration tab. 

    configuration page user management.png

    1. User Management is key to keeping the AI Receptionist running smoothly. Admins control who can access the system and what permissions they have, ensuring proper access, accountability, and security.

      The User Management page shows a list of all users.

      User information shown:

      • First name
      • Last name
      • Status (Pending, Active, Suspended, Inactive)
      • Role
      • Location
      • Email

      Click Add New User to invite new users to join the platform.

      User Management.png
      1. Click Add New User
      2. Fill in the required fields
        • First and Last Name
        • Email (must be unique)
        • Phone number
        • Role
      3. Click Save Changes

      Security Callout

      • Each user must have a unique email address to ensure account security and proper access control.
      • Each user must enter a phone number to support multi-factor authentication (MFA) requirements.
      • New users will receive a welcome email with instructions to create a password, verify their account, and log in.

    2. User Level

      Permissions

      Owner

      Full Account Access

      • Activate and deactivate accounts
      • Make Organization Structure changes
      • Change Appointment Settings
      • Manage FAQs
      • Configure AI Agents
      • Access to Actionable Conversations and Insights

      Admin

      Organization Level Access (Multiple Locations)

      • Change Appointment Settings
      • Manage FAQs
      • Configure AI Agents
      • Access to Actionable Conversations and Insights

      Manager

      Organization Level Access (Multiple Locations)

      • No configuration access
      • Access to Actionable Conversations and Insights
      • Visibility into all assigned locations

      User

      Location Level Access

      • No configuration access
      • Access to Actionable Conversations
      • Unable to access Insights
      • Visibility only into the assigned location
    3.  
      • Be mindful of user scope. Assign the narrowest scope that meets each user’s needs. Limiting scope helps reduce risk if credentials are compromised.
      • Match access to role. Front desk staff should be limited to their specific location, while regional managers may require organization-level access.
      • Mark expired users as inactive. When offboarding employees, this preserves the audit trail and allows for immediate reactivation if needed. This is the final user state.

  • Appointment Settings

    This is where you configure how the AI Receptionist manages your schedule. You can define which appointments the AI can handle, giving your team the flexibility to balance automation with control.

    appt settings config.png

    Steps to Configure:

    1. Click on Appointment Settings
    2. Verify the Configuration Scope
    3. Confirm the General Availability is accurate
      • Manage when scheduling appointments are generally made.
      • Time blocks can be added to the calendar to prevent the AI agents from creating appointments. 

      • How to Add Time Blocks:

        1. Select Edit Availability
        2. Click and drag to block times when appointments should NOT be scheduled
        3. Click X  to remove blocks
        4. Save Changes
        general availability.png
    4. Configure Appointment Booking Settings

      • Booking settings are used by the integration layer of the system and influence the sync.

        • Appointment Frequency: How often do appointments occur
        • Limit Booking: How soon can appointments be booked 
        • Calendar Range: How far out can appointments be booked
        appt booking settings.png
    5. Add Appointment Types
      • Manage the types of appointments available for scheduling.

      • How to Add an Appointment Type

        1. Click the + Add New button
        2. Toggle the Status to Active or Inactive
        3. Add Basic Information for the appointment type (visible to patients when scheduling)
        4. Enable Direct Scheduling Toggle (if applicable and preferred)
        5. Set the Duration between appointments
        6. Assign an Appointment Category and PMS Appointment Type
        7. Define Operatory and Provider settings
        8. Click Save
        add appt types.png

    Enterprise Callout

    Appointment Settings are maintained at the location level, meaning multi-location customers need to set this up for every location. To simplify the process, an option to pre-fill Appointment Types from another location is available.

    prefill from other location.png

  • FAQs

    The FAQ helps your AI Receptionist answer patient questions accurately and consistently. You can build your FAQ by uploading a document or importing content from another source. A well-structured FAQ ensures your AI provides clear, reliable responses to patients.

    FAQ config page.png

    1.  

      1. Click the Create FAQ button

        create FAQ.png
      2. Choose where the FAQ should live (organization or location)

      3. Add a name and description

        name and description.png
      4. Open the editor and add your content:
        • Create categories and Q&A pairs manually
        • Prefill answers from an existing document
      5. Review and save
      saved FAQ.png

    2. You can import FAQ content by uploading a document instead of entering it manually.

      Accepted formats:

      • PDF
      • DOCX
      • TXT
      Prefill from document.png

      Organizing FAQs with Categories

      Group FAQs into categories (such as Insurance, Billing, or Scheduling) to keep your content clear and easy to manage.

      add new category.png

    3. After saving, your FAQ will be indexed in the background and will be ready to assign to agents shortly.

      Indexing in Progress

      indexing in progress.png

      Successfully Indexed

      successfully indexed.png

      Indexing Failed

      If indexing fails, the document may need to be re-uploaded or reformatted.

    4.  

      1. Select an FAQ from the list
      2. Add, update, or remove questions, answers, or categories
      3. Review and save

      Copy an FAQ to Other Locations

      1. Open the options menu next to an FAQ
      2. Select Copy to other locations
      3. Choose the destination and confirm
      FAQ options.png

      Permissions Callout

      Only Admins, Owners, or users with location access can copy FAQs to other locations.

    5.  

      1. Open the options menu next to the FAQ
      2. Select Delete FAQ

      FAQs that are currently assigned to an agent must be unassigned before they can be deleted.

  • Agents

    The AI Agents settings are where the AI Receptionist starts to come to life.

    agents config page.png

    Available Agents

    There are four agents available:

    • Appointment Management (Inbound) – Handles incoming appointment requests from patients
    • Appointment Confirmation (Outbound) – Confirms scheduled appointments
    • Appointment Rescheduling (Outbound) – Manages appointment changes or cancellations
    • Missing Information Reminder (Outbound) – Follows up when patient information is incomplete

    Easily activate or deactivate the selected AI agent using the toggle.

    1. The Appointment Management agent handles patient appointments and scheduling inquiries (Inbound).

      How to Set Up the AI Agent:

      1. Verify the Configuration Scope
      2. Confirm the Inbound Phone Number
      3. Choose Voice Attributes
        • Name your AI agent (only letters, numbers, and underscores allowed)
        • Select Gender
        • Select Languages Spoken (multiple selections supported)
      4. Set up Human in the Loop behavior
        • Name Transfer Target
        • Enter Transfer Criteria
        • Select Time Zone
        • Enter Contact Phone Number
        • Choose Hours of Operation
        • Indicate if closed on US Holidays
      5. Select an FAQ Assignment for the agent
      6. Configure Agent-Specific Settings
        • Toggle Appointment Cancelling on/off
        • Enable and set up Web Chat Client

      Following these steps ensures the Appointment Management agent is fully configured and ready to assist patients efficiently.

      Appointment Cancelling
      If an agent is enabled for Appointment Cancelling, they can create cancellation requests, which must be approved before they can be cancelled.

      appointment confirmation settings.png

      Web Chat Agent Configuration

      To enable web chat, you’ll need to add the chat widget to your website.

      • If you use a RevenueWell website: Submit a request to the Changes Team at changes@revenuewell.com to have the widget added for you.
      • If you use an external website: Copy the provided code snippet and share it with your website provider to embed the web chat on your site.

      Web chat settings are configured at the location level. If you manage multiple locations, you can use the Copy to Locations option to apply the same configuration across locations without re-entering details.

      Human in the Loop

      Click Add a Transfer Target for Human in the Loop to enter critical transfer information. This can be configured for all available agents.

      human in the loop.png

      Limitation:

      The transfer criteria can only be assigned to one target per AI agent. If a criterion is already used by one target, it is disabled when configuring the other.

    2. The Appointment Confirmation agent handles patient appointments and scheduling tasks (Outbound).

      How to Set Up the AI Agent:

      1. Verify the Configuration Scope
      2. Confirm the Outbound Phone Number
      3. Choose Voice Attributes
        • Name your AI agent (only letters, numbers, and underscores allowed)
        • Select Gender
        • Select Languages Spoken (multiple selections supported)
      4. Set up Human in the Loop
        • Name Transfer Target
        • Enter Transfer Criteria
        • Select Time Zone
        • Enter Contact Phone Number
        • Choose Hours of Operation
        • Indicate if closed on US Holidays
      5. Select an FAQ Assignment for the agent
      6. Configure Agent-Specific Settings
        • Select Hours of Operation
        • Set Communication Channel Preference
        • Set up Outreach Schedule
        • Enable or disable Appointment Cancelling

      Following these steps ensures the Appointment Confirmation agent is fully configured to manage outbound patient interactions efficiently. 

      appt confirmation actual.png

      Honor US Holidays' Callout
      The US holiday logic includes: New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas.

    3. The Appointment Rescheduling agent manages changes to existing patient appointments (Outbound).

      How to Set Up the AI Agent:

      1. Verify the Configuration Scope
      2. Confirm the Outbound Phone Number
      3. Choose Voice Attributes
        • Name your AI agent (only letters, numbers, and underscores allowed)
        • Select Gender
        • Select Languages Spoken (multiple selections supported)
      4. Set up Human in the Loop
        • Name Transfer Target
        • Enter Transfer Criteria
        • Select Time Zone
        • Enter Contact Phone Number
        • Choose Hours of Operation
        • Indicate if closed on US Holidays
      5. Select an FAQ Assignment for the agent
      6. Configure Agent-Specific Settings
        • Select Hours of Operation
        • Set Communication Channel Preference
        • Set up Outreach Schedule
        • Enable or disable Appointment Cancelling

      Completing these steps ensures the Appointment Rescheduling agent can efficiently manage patient schedule changes while maintaining a seamless experience. 

      appt rescheduling.png

      Important Note
      Inbound and outbound phone numbers are visible only at the location level and cannot be edited.

    4. The Missing Information Reminder agent follows up with patients to submit missing forms or required information (Outbound). 

      How to Set Up the AI Agent:

      1. Verify the Configuration Scope
      2. Confirm the Outbound Phone Number
      3. Choose Voice Attributes
        • Name your AI agent (only letters, numbers, and underscores allowed)
        • Select Gender
        • Select Languages Spoken (multiple selections supported)
      4. Set up Human in the Loop
        • Name Transfer Target
        • Enter Transfer Criteria
        • Select Time Zone
        • Enter Contact Phone Number
        • Choose Hours of Operation
        • Indicate if closed on US Holidays
      5. Select an FAQ Assignment for the agent
      6. Configure Agent-Specific Settings
        • Select Hours of Operation
        • Set Communication Channel Preference
        • Set up Outreach Schedule
        • Select PMS Configuration

      Following these steps ensures the Missing Information Reminder agent can efficiently prompt patients, keeping workflows smooth and reducing delays. 

      missing information reminder.png

       

    available agents.png