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AI Frontdesk → Settings (“Frontdesk Settings”). The left rail lists the sections; each has a Save & continue button. Changes save to the live agent, so the next call uses them.

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Practice profile

Name, main phone, specialty, Timezone, locations, providers.
Check the Timezone. The default is America/New_York. Provider names here must match your EHR spelling exactly; a typo stops tasks from auto-assigning to that provider.

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Voice & identity

  • AI receptionist name (for example “Ava”). Leave blank for “the AI assistant”.
  • Business-hours greeting and After-hours greeting. Write them exactly as you want them read.
  • Include emergency safety line: on by default. Prepends “If this is a medical emergency, hang up and dial 911.”
  • Pronunciation overrides: spell tricky names phonetically (Dr. Nguyen → “Win”). Also useful for your web address.
  • Voice: in the Voice card lower on the page. Preview, pick, Apply.
  • Speak in (multilingual voices): a specific language, or Multilingual (auto-detect) so the AI follows the caller.
  • Languages the receptionist speaks: tick every language your patients use. Greyed-out ones are not supported yet.

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Office hours

Weekly schedule, exceptions (lunch, holidays), and After-hours handling:

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Caller info

Name, phone, and reason are always captured. Tick extra fields to collect: Date of birth, Insurance provider / member ID, Email address, Preferred callback time, Pharmacy, Referring provider. Add New patient intake questions one per line; answers land in the call summary.

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Call routing

One row per call type. For every Warm transfer row enter the number in full international format (+1 then 10 digits) and an optional extension. Add Custom routing rules for anything else.
Give live-person transfers a working destination. If the only number you enter is the billing line, callers who ask for a human are sent to billing.

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Automations

If your providers book weeks ahead, leave Maximum booking window off or set it high. A low value makes the AI tell patients “we’ll call you back”.

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Escalation

Emergency keywords (chest pain, shortness of breath, bleeding, unconscious, stroke, severe pain, allergic reaction by default), Emergency transfer number, After-hours emergency number, Route self-harm to 988 (on by default), optional direct-to-911 keywords, and specialty-specific rules.

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Knowledge base

Services offered, Accepted insurance plans, Plans NOT accepted, Frequently asked questions, What the AI must never say.
FAQs are read to the AI word for word. Put your fax number, parking instructions, and portal link here if patients ask for them.

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Special workflows

Short free-text rules the AI follows on every call: “Always confirm the caller is an established patient before continuing”, “Remind patients to arrive 15 minutes early”.
If the setting you need is not on this page, do not force it through free text. Send us your call script or workflow document instead. See Custom workflows.

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Voice, phone number, rebuild, reset

Below the sections: the Voice card, the AI Phone Number card (Change number), Run AI Builder (re-run guided setup), and Reset Configuration.
Reset All Settings wipes everything. Ask us before using it.