Ona Omnichannel puts every patient's calls, texts, emails, portal messages and website chats in one conversation, with a phone system built in: browser and mobile calling, recordings, transcripts and AI summaries.
01
A patient's calls, texts, emails, portal messages and website chats sit in one conversation with a tab per channel, opened from the inbox or their chart. Ona's own reminders and booking notices land in the same thread.
02
Call from the browser, or choose From my phone and Ona rings your mobile first, with the practice number as caller ID. Answered calls and voicemails get a recording, a transcript naming each voice and an AI summary.
03
Ring everyone available, the front desk only or selected members, in the browser and on their mobile. Who is notified about missed calls and voicemails is its own choice, so the desk rings and an admin hears.
Step 01
In Settings → Omnichannel, an owner or admin sets up the practice's phone and email: a local number for texts and calls, registered with the carriers for you, and a practice email address. Then they turn on calling and pick who answers. The website chat widget lives in Settings → Website Widgets.
Step 02
Ona matches inbound texts, emails and calls by number or address to a patient first, then a saved contact, then a lead. Unknown numbers and addresses become leads automatically.
Step 03
Text a quick confirmation, email a document, or call from the Calls tab. Schedule a message for later. You can start a conversation with anyone, including a number or email you type in.
Step 04
Everyone available, the front desk only or selected members ring in the browser and, if you allow it, on their mobile. After your ring window, the AI receptionist or voicemail takes the call, and the people you chose hear about it.
Step 05
Internal notes, @mentions and Notes stay with your team. Mentions wait in the @ menu until they're resolved. An archived conversation comes back as soon as the person writes again.
Switch the composer to Internal and the message turns amber and stays with your team. @mention a colleague, or start a Note that can be resolved and reopened.
Limit a sensitive conversation to named members from Manage access; admins keep access. Mentioning someone who isn't on it asks before adding them.
Choose Mark as spam, or add a number in Settings → Omnichannel. Its texts go to a Spam section without notifying anyone or creating a lead, and its calls are rejected before they ring.
Your local number is registered for 10DLC. STOP, START and HELP are handled for you, and the counter shows how many parts a text goes out in before you send it.
Save referring practices, payers, pharmacies, labs and vendors as contacts. Their calls and messages file under their name instead of becoming leads.
Messaging response and Phone calls show volume over time, each team member's share and the hours patients write and call most.
It's one place for every way a patient reaches you: phone calls, SMS, email, secure portal messages and website chat. In Ona, each person gets one conversation with a tab per channel, opened from the inbox or from their chart. Your team reads the history in order and replies on whichever channel fits.
Yes. Call from the browser, or choose From my phone and Ona rings your mobile and connects the patient, with your practice number as caller ID. Inbound calls ring your answering group in the browser and on mobile. If nobody answers, the AI receptionist or voicemail takes it. Calls are recorded, transcribed and summarized. Ona provisions a local number for you, and Ona's team can port your existing one.
Omnichannel is included for practices with up to 2 practitioners. Above that it's $150 per month for the practice. Calling from Ona is a separate $25 per month add-on, and the AI receptionist is priced by call minutes.
Ona registers your local number with the carriers for 10DLC. Patient texts need the patient's SMS consent and a number on file. Every patient text ends with "Reply STOP to opt out," and STOP, START and HELP replies are handled automatically. Once a patient opts out, the composer stays closed until they opt back in.
Yes. Choose Mark as spam from a conversation's menu, or add a number under Settings → Omnichannel → Spam numbers. Its texts go to a Spam section without notifying anyone, and its calls are rejected before they ring. Not spam undoes it, and Ona asks first if the number is saved on a patient.
Every active team member, by default. Restrict a sensitive conversation to named members from Manage access; admins keep access. Read and unread are tracked per person. Patients see only their own secure thread and any group they've been added to.
Messages, call recordings and transcripts are encrypted in transit and at rest and stay in your Ona workspace. Every practice signs Ona's BAA when the workspace is created. Calls are recorded automatically, so tell callers if your state requires it.
Book a demo and we'll follow a real patient thread, from a missed call to the text back.
