AI Receptionist - Independent: Actionable Conversations

Overview
Actionable Conversations is your central hub for managing patient interactions handled by the AI Receptionist.
It provides a real-time view of conversations that may need your attention—such as appointment requests awaiting approval, follow-ups that require a response, escalations, and completed interactions for review.
With everything organized in one place, your team can quickly identify what needs action, stay on top of patient communication, and ensure nothing slips through the cracks.
From this page, you can track requests, review conversation details, and take action when needed—all from one central place.
Managing Locations & Categories
At the top of the page, you will see a breadcrumb:
Actionable Conversations > Location > Category
Understanding the Queue Controls
1. Use the Location dropdown to select an account, level, or individual location.
  - Select an account, level, or location
  - "All locations" appears for multi-location accounts
2. Case categories allow you to switch between different types of conversations.
  - Switch between different case types
  - Changing the category resets filters and clears selections
3. The date range filter controls which conversations appear in the queue.
  - Defaults to Yesterday + Today
  - Can be adjusted using presets or custom dates
  - Filters cases based on when they occurred
4. The case count badge shows how many conversations match your current filters.
  - Displays total cases for the selected view
  - Updates dynamically as filters change

Categories & Columns

Conversations are grouped into categories to help your team quickly identify which cases need attention.

Category	What It Contains	Action
Callback Needed	Cases where patients requested a callback because the AI agent couldn't resolve the request This is the default* view.*	Resolve
Scheduling Requests	Cases where patients requested an appointment that requires staff approval to book	Approve, Deny, Resolve
Rescheduling Requests	Cases where patients requested to reschedule an existing appointment, which requires approval	Approve, Deny, Resolve
Cancellation Requests	Cases where patients requested to cancel an upcoming appointment, which requires approval	Approve, Deny, Resolve
Denied Appointment Requests	Cases where patient appointment requests were denied	Resolve
Direct Scheduled Appointments	Cases where patient appointments were directly scheduled	None (review only)
Missing Information Not Saved	Cases where the collection of missing patient information was unsuccessful	Resolve

Important:
Actionable Categories include a checkbox for selection and an action button to approve, deny, or resolve.

Columns provide key details at a glance, such as the patient, case type, request stage, assigned user, and most recent activity.

Each row represents a patient case. The following columns are displayed:

Name — Patient full name
Phone — Patient phone number
Location — Associated location for this case
Type — Patient type (New or Existing)
Apt Type — Appointment type
Apt Date/Time — Scheduled appointment date and time
Modality — Communication channel used for this interaction
Interaction — Timestamp of the last interaction
Transcript — View the full conversation
Tags — Outcome tags showing the interaction's result
Escalation — Severity level for escalated cases (Critical or Moderate)

Edit Columns View:

The columns icon on the left side of the case list allows you to edit the column view.

Select a column name to hide or show it
Checkmarks indicate visible columns
No checkmarks indicate hidden columns

edit columns view.png

Navigation Tips:

Column Customization

Use the column (grid) icon to show/hide fields
Changes persist until:
- Categories are switched
- Page is refreshed

Row Eligibility

Not all rows are selectable
A checkbox appears only if:
- The case is in an active state
- Page is refreshed

Search & Filter Cases
Use the search and filter options to quickly find specific conversations or narrow the queue based on status, category, or other case details.
Search
Type in the search box at the top of the list to find cases—results update automatically after typing.
Searches:
- Patient name
- Phone number
- Case-related fields
Escalation Reason Filter (Callback Needed Only)
When viewing the Callback Needed category, a Status filter appears. This lets you narrow cases by escalation reason:
- No engagement
- Emergency
- Goal Not Met
- user Concerns
- Follow-Up Requested
- Wrong Recipient
Reset Filters
The reset option appears in the top right corner when filters are active.
Reset will clear:
- Search
- Agent
- Escalation/Tag filters
- Date range (resets to default)
Refresh Button
Located in the top right corner of the list, this button refreshes the current data view.
Pages
The table shows 25 cases per page. Use the Previous and Next buttons at the bottom to navigate between pages. The current page and the total number of pages are displayed between the buttons.
Important Behaviors
- Switching categories clears filters and selections
- Changing pages clears selected rows
- Changing location preserves agent selection
Case Details
Selecting a case opens the conversation details, where you can review the full interaction and any related patient or request information.
Conversation Transcripts
Click View in the Transcript column from the case list:
- Opens the conversation script without opening the case panel
- Includes timestamps and message attributions
This view gives your team the context needed to understand what happened and determine the appropriate next step.
Clicking a case from the list opens a side panel with three tabs.
1. The Overview tab provides a summary of the case, including key patient details and request information.
  - Quality Tags — Tags related to conversation quality
  - Summary — A brief description of the last interaction, generated by the AI agent
  - Evaluation Rating — A quality rating (1-5 dots) for the interaction
  - Escalations — A list of active escalations, each showing:
    - Escalation type (e.g., “No Engagement”, “Emergency”)
    - Severity badge (Critical or Moderate)
    - Status (Active or Resolved)
    - Description — click to expand for full details
  - AI-Extracted Data — Expandable sections showing data the AI agent gathered during the conversation:
    - Scheduling Details — Appointment type, date/time, provider, and whether booking succeeded or failed
    - Rescheduling Details — Previous and new appointment details
    - Cancellation Details — The appointment to be cancelled
    - Patient Details — Verified patient information (name, date of birth, phone, address, insurance)
    - Appointment Preference — What the patient requested (type, time, provider, location)
    - Benefits — Insurance and pharmacy information
    - Transfer Details — If the call was transferred, the target number and status
    - Missing Information — PMS writeback status (Pending or Failed) when applicable
  This is the best place to quickly understand the context of the case before taking action.
  Quality Tab Colors
  Tags help customers quickly identify what happened in an interaction:
  - Green (Positive) = Scheduling succeeded, Rescheduling succeeded, Confirmed
  - Red (Negative) = Scheduling rejected, Cancellation rejected, No response
  - Grey (Neutral) = Scheduling without approval, Patient verified
2. The Interactions tab displays the full conversation between the patient and the AI Receptionist:
  - A chronological timeline of all interactions (calls, messages)
  - Each interaction shows the channel (Voice, SMS, Chat), timestamp, and duration
  - Click an interaction to view the full transcript with individual messages
3. The Reference tab provides background information:
  - Patient Summary— Full patient demographics (name, date of birth, phone, address, insurance details)
  - Case Metadata — Case creation date, last update, external IDs, clinic name, and other system information
Taking Action on Cases
Actions vary by category. There are three types of actions available: Approve, Deny, and Resolve.
Approving or Denying Requests
Available in: Scheduling Requests, Rescheduling Requests, and Cancellation Requests
When a patient submits a request that requires approval, it will appear in the appropriate category for your review.
How to Approve or Deny a Request
1. Locate the case in the list
2. Click anywhere on the case row to open the details panel
3. Review the request and conversation details
4. Click Approve or Deny at the bottom of the panel
You can also take action directly from the list by selecting the checkbox next to a case and choosing Approve or Deny.
After a request is approved, it is processed and will automatically move forward once confirmed.
If a request cannot be completed or requires follow-up, it may reappear with a Resolve action.
Key Callouts
- Approved requests are automatically written back to your system.
- No additional follow-up is required within Actionable Conversations after approval.
- Patient confirmations are handled through your existing communication workflows.
Resolving Cases
Available in: Callback Needed, Denied Appointment Requests, and Missing Information Not Saved
Once a case has been reviewed and any necessary follow-up has been completed, use Resolve to remove it from your active queue.
How to Resolve a Case
1. Locate the case in the list
2. Click the case to open the details panel
3. Review the interaction and confirm the issue has been addressed
4. Click Resolve at the bottom of the panel
You can also resolve cases directly from the list by selecting the checkbox next to a case and choosing Resolve.
Past Conversations
Past Conversations provides a history of completed interactions handled by the AI Receptionist. When a case is resolved, it is automatically moved here for future reference.
1. Use filters at the top of the page to narrow down which conversations are displayed.
  Location
  - Select a specific location or choose All Locations
  - Helps you view conversations across your organization or by site
  Date Range
  - Adjust using presets or custom dates
  - Filters conversations based on when they occurred
  A count badge next to the date range shows the total number of conversations matching your current filters.
2. Search
  - Search by patient name, phone number, or case-related details
  - Results update automatically as you type
  Reasons Filter
  - Filter conversations by escalation type (e.g., Emergency, Follow-Up Requested)
  - Each option shows a count of matching conversations
  - Select again to clear the filter
  Tags Filter
  - Filter by outcome tags (e.g., Scheduling Succeeded, Cancellation Rejected)
  - Search to quickly find specific tags
  - Tags are color-coded by sentiment
3. Each row represents a completed case. Columns provide key details at a glance:
  - Name — Patient full name
  - Phone — Patient phone number
  - Location — Associated location
  - Type — New or existing patient
  - Apt Type — Appointment type
  - Apt Date/Time — Scheduled date and time
  - Modality — Communication channel used
  - Interaction — Timestamp of last interaction
  - Transcript — View the full conversation
  - Tags — Outcome of the interaction
  - Escalation — Severity level, if applicable
4. Tags are automatically applied to each conversation to show the outcome. They help you quickly understand what happened without opening the case.
  Common Tags
  - Scheduling Succeeded — Appointment booked
  - Scheduling Rejected — Request denied
  - Scheduling Without Approval — Booked without review
  - Rescheduling Succeeded — Appointment updated
  - Cancellation Succeeded — Appointment cancelled
  Tag Colors
  - Green — Positive outcome
  - Red — Negative outcome
  - Grey — Neutral outcome
5. Past Conversations only includes completed cases. No action is required when reviewing these conversations.
  Each case includes a status to indicate how it was resolved:
  - Completed — The request was successfully handled
  - Closed — The request was not completed
  - Cancelled — The interaction was stopped by the system or staff