Phone calls

Phone calls appear alongside other conversation activity. Use Omnichannel → Calls to review call activity, or open a patient or lead conversation to place a call and see that person's call history.

How do I place a phone call from Ona?

In the left sidebar, click Omnichannel to review call activity, or open a patient or lead conversation to place a call and log it with that person.

Start a call from a patient or lead conversation when you want the call logged with that person. Ona can call through your browser, or it can ring your phone first and connect the patient after you answer.

1. For a patient, in the left sidebar, click Patients, then click the patient's name and open Omnichannel. For a lead, in the left sidebar, click Leads, then click the lead and open the conversation.
2. Select Call.
3. Choose In browser to use your computer's microphone and speakers, or From my phone to have Ona call your phone first.
4. If you choose From my phone, review Your phone number and change it for this call if needed.
5. Select Call.

The call dock appears at the bottom of Ona on desktop. On mobile, it appears as a full-width bar above the tab bar. It shows the person's name or number, the current call status and the controls available for that call.

For browser calls, your browser may ask for microphone access before Ona dials. If microphone access is denied, no microphone is found, or another app is using it, the call fails and the dock shows the reason.

How do I use the call dock during a phone call?

After you place or answer a call, the call dock stays at the bottom of Ona on desktop and becomes a full-width bar above the tab bar on mobile while the call is dialing, ringing or active, so you can move around the dashboard during the call.

Use the dock to:

• Select the displayed name or number to open the patient page when Ona has a linked patient.
• Select Mute or Unmute on browser calls.
• Select Hang up to end a live call.
• Select Dismiss after a call has ended or failed.

For From my phone calls, the dock shows via your phone while the call is live. Mute controls appear only for browser calls.

How do I answer an inbound phone call?

In the left sidebar, click Dashboard or Omnichannel and keep Ona open while you are available to answer calls. When an inbound call rings your browser, Ona shows a call dock at the bottom of the screen on desktop and as a full-width bar above the tab bar on mobile. The dock shows Incoming call or Transferred by AI, plus the caller's name when Ona can identify it, or the caller's phone number when it cannot.

1. Keep Ona open while you are available to answer calls.
2. When the incoming call dock appears, check the caller name or number.
3. Select Answer to take the call in your browser.
4. Select Decline if you cannot take it.
5. Select Hang up when the call is finished.

If you are already on a live call, this browser will not take another inbound call. Other available team members can still receive the ring.

How do I review a phone call recording or transcript?

In the left sidebar, click Omnichannel, then open Calls, or open the person's conversation: for a patient, click Patients, then click the patient's name and open Omnichannel; for a lead, click Leads, then click the lead and open the conversation. Recordings, transcripts and summaries appear only when they are available for that call. AI-transferred calls can also show the transfer reason, and the call card can use the AI hand-off tile when the call was transferred by AI receptionist.

1. Open the call list or the patient or lead conversation.
2. Select the call card.
3. Review Contact, Direction, Channel, Transferred by AI receptionist when shown, Answered on, Duration or Message length, Outcome, and Summary.
4. In Summary, read the AI summary when it is ready.
5. In Recording, play the call.
6. In Transcript, select a transcript line to play the recording from that point.

If a call has no recording, transcript or summary, the details panel says No recording or transcript for this call. If there is no transcript content, it says No transcript available.

What do phone call outcomes mean?

In Omnichannel → Calls or in a conversation, call cards use the outcome to show what happened. The call card and details panel also show the AI summary and processing states for recording, transcript and summary when they are still being prepared.

Outcome	What it means
Completed	The call connected and ended.
Answered by AI	The AI receptionist answered the inbound call.
Voicemail	The caller left a voicemail. The duration is shown as Message length.
Missed	An inbound call was not answered.
No answer	An inbound or outbound call was not answered.
Busy	The called number was busy.
Canceled	The call was canceled before completion.
Failed	The call could not be completed.
Ringing	The call is still ringing.
In progress	The call is currently active or with the AI receptionist.

For AI receptionist setup, see Setting up the AI Receptionist. For phone channel setup, see Setting up your channels.

What can't I do with phone calls?

In Omnichannel → Calls, phone calls are available to every team member after owners or admins set up the phone channel, but some actions are limited.

• You cannot place a call when the person has No phone number on file.
• You cannot start a second call while one is live. Finish the current call first.
• You cannot call in the browser until browser calling is ready for your clinic.
• Call controls in the omnichannel chat experience may not appear when phone calls are not enabled for your clinic.
• You cannot use From my phone without a valid phone number for Ona to call first.
• You cannot mute a From my phone call from Ona. Mute controls appear only for browser calls.
• On mobile, the call dock appears as a full-width bar above the tab bar while a call is active.
• Owners and admins configure phone calls in Settings → Omnichannel. Staff and clinicians can use calls after setup, but they do not have Settings access.

Common questions

Why is the Call button disabled?

In Omnichannel → Calls or in a conversation, a call control may be disabled when there is no phone number on file, browser calling is not ready, you do not have a valid phone number for From my phone, or you already have a live call. If phone calls are not set up for your clinic, the call form says Phone calls aren't set up for your clinic yet.

What is the difference between In browser and From my phone?

In browser uses your computer's microphone and speakers. From my phone rings your phone first, then connects the patient after you answer.

Can I change the phone number used for From my phone?

Yes. In the call form, choose From my phone and edit Your phone number for that call. The per-call number is used for that call only.

Where do recordings and transcripts appear?

Open the call card in Omnichannel → Calls or in the person's conversation. The details panel shows Recording, Transcript, and Summary when they are available.

Why don't I see a transcript?

A call may not have a transcript available. When you open the call card in Omnichannel → Calls or in the person's conversation and Ona has no transcript content for the call, the details panel shows No transcript available.