1. Purpose

What this agent does

The AI Agent is a friendly, voice-powered receptionist. It answers phone calls at any hour, helps callers with routine tasks, and brings a human on the line only when really needed. By doing so it keeps patients happy and lightens the load on staff. Every call is saved so the clinic can see how well the system is working and make improvements over time.

Dashboard Workflow

KPIs, Recent Calls, and drag-and-drop cards

Dashboard highlights
Dashboard KPIs and recent calls
Dashboard

AI Transfer Popup & Wait-Time Timer

Transfer logic & urgency
Transfer popup with timer and suggested actions
Transfer Popup

Expand Transcript

Full transcript on demand
Expand transcript while managing call
Full Transcript Panel

Call Handling Bar

Controls & quick context
Call Handling Bar (AI Summary, Transcript, Participants, Actions)
Call Handling

Active Calls

Live queue, statuses, duration & priorities

Live queue
Active Calls list and queue
Active Calls

Filter Behavior Specification

Filtering UI patterns
Filtering UI behaviors
Filters

Join Call Modal

Join flow
Join call modal with tabs
Join Call

Participants Tab

Who's on the call
Participants tab
Participants

Call History

KPIs & list
Call history KPIs and list
Call History KPIs
Details panel
Call history details panel
Details Panel
Full transcript
Full transcript window
Full Transcript

Automation

Inbound & outbound setup
Automation configuration
Automation

Settings

Configuration areas
Settings main panel
Settings
Call minutes limit checkbox state
Minutes Limit

Knowledge Base

What it is

Knowledge base is an open base textarea field which contains specific details about location practice and provider. This ensures that the AI can accurately answer unique or non-standard patient inquiries that are not covered.

Each Messages tab has a Knowledge Base text area. You add short facts there, and the AI Agent uses them during calls to answer patient questions automatically.

Knowledge Base textarea in Messages tab
Tabs
  • Greetings: general call intro
  • Practice: practice-wide facts
  • Location: location-specific facts
  • Provider: provider-specific facts
How it works (in calls)

When a patient asks something, the AI Agent checks the relevant Knowledge Base and answers using the facts you wrote.

How to add Knowledge Base facts
  1. Go to Settings -> Messages.
  2. Open the tab you want (Greetings / Practice / Location / Provider).
  3. If needed, select the Location or Provider from the dropdown.
  4. In Knowledge Base, add facts (one fact per line or bullet).
  5. Click Save.
Facts writing rules

A information icon is present at the top right of the text area. It will show the following information/rules on hover

  • Write one clear fact per line.
  • Keep it short and direct.
  • Use simple words patients use (hours, address, insurance, parking, etc.).
  • Avoid duplicates and keep it up to date.
  • Do not add patient-specific or sensitive info (PHI).
Knowledge Base rules tooltip
Knowledge Base info icon
Examples (Toggle Based Questions to be added in each Tab)
Practice tab
Practice tab example image
  • Does the practice allow same-day appointments ?
  • Are appointments required for all visits ?
  • Does the practice accept self-pay patients ?
Location tab
Location tab example image
  • Is the Location wheelchair accessible ?
  • Are imaging / labs performed at this location ?
Provider tab
Provider tab example image
  • Does Provider see children ?