An AI receptionist you set up around your day
Choose when the AI receptionist answers without ringing your team, let callers who ask for a person be put through to you, and write the first thing every caller hears.
5 min read
New
AI receptionist
Answer without ringing, when it suits you
Until now every call rang your team first, and the AI receptionist picked up only if nobody answered. That's still the default, but you can now let it answer at once, at the times you choose.
Outside opening hours hands evenings and weekends to the receptionist, going by the opening hours you've already set. Custom hours lets you pick the windows yourself, several a day if you need them: lunch, a busy afternoon, the evening shift. A Right now line under the hours shows who picks up if the phone rings this minute.
Callers who ask for a person get one
Turn on Transfer to staff on request and a caller who asks to speak to someone is put through. The receptionist says it's connecting them, the caller hears ringing, and your team's phones ring the way any call does: in the browser and on mobile. If nobody answers, the caller can leave a voicemail. They never end up back with the AI after asking for a person.
Leave it off and the receptionist does what it always has: explains that nobody can take the call and offers to take a message.
Know which calls the AI passed on
Whoever picks up sees Transferred by AI on the incoming call, so they know the caller has already spoken to the receptionist. Afterwards, the call's details keep the receptionist's one-line note on why the caller wanted a person.
Write the first thing callers hear
The Greeting section sets the receptionist's opening line, up to 500 characters. Leave it empty and callers hear the default, "Hi, this is Ona from" followed by your clinic's name, shown in the box so you always know what's being said.
Also in the AI receptionist
- Hours in your clinic's timezone. Set the timezone under Settings → Organization → Opening hours; answer-first hours follow it.
- Notifications moved here. Notify about AI-answered calls now sits with the rest of call handling instead of in Omnichannel.
New
Patient portal
Patients can reschedule or cancel their own visits
An upcoming visit in the portal now has Reschedule and Cancel visit buttons. Rescheduling shows open times with the same clinician. Cancelling withdraws any forms still waiting for that visit. Either way, the patient gets a confirmation and the clinician is notified.
Changes are only possible before the visit starts.
Fixed
Insurance from referrals
The right coverage, with more of the card
When a linked referral fills in a patient's insurance, it now checks which policy it's looking at. The same policy only has its blanks filled. A different one is added as another coverage instead of being written into the one already on file. Member IDs match however they're typed, so u859-191 and U859191 count as the same.
- More of the card comes across. Plan name, policy number, and the subscriber's gender and address are read from the referral and shown on it.
- Self-insured patients are complete. When the patient is the policyholder, the subscriber's date of birth, gender and address are taken from the patient's own details if the referral leaves them out. For anyone else's policy, only what's printed is used.
- Your edits still win. Nothing already on a coverage is overwritten.