Practice Settings

AI assistant configuration

Customize how your voice agent introduces itself and what it knows about your practice:

• Assistant name — how the AI introduces itself to callers.
• First message — the greeting patients hear when they call.
• Practice details — hours, providers, services, and specialties the agent can answer questions about.

Every practice has a production line and a test line. Make changes on the test line first, verify them with a test call, then deploy to production. Production assistants have restricted editing permissions to prevent accidental changes to live patient interactions.

Email routing

Routing buckets automatically direct each call type to the right team members:

• Urgent Clinical — medical emergencies and urgent patient concerns.
• Prescription Refills — medication refill requests and pharmacy calls.
• Appointment Requests — scheduling and appointment changes.
• Administrative — billing, insurance, and general inquiries.

Each bucket sends an automated call summary with the full transcript. You can BCC an admin on all emails, set fallback addresses as backup routing, and enable SMS alerts for urgent calls. Use the built-in test functionality to verify routing before going live.

Schedule management

On-call schedules control which provider receives urgent notifications at any given time:

• Assign doctors to time slots with a drag-and-drop calendar.
• Conflict detection prevents overlapping entries.
• Scheduling is timezone-aware.
• Urgent calls route automatically to the scheduled on-call provider, with backup routing when no one is scheduled.

Practice information

• Practice name and display settings.
• Default email addresses and email domain configuration.
• Timezone settings.
• Provider management — doctor contact information, phone numbers, and email addresses for routing.