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Warm transfer

1

The AI announces the transfer

“I’m connecting you with our front office now.” The caller hears ringing while on hold.
2

Your staff line rings

When someone answers, the AI tells them who is calling and why.
3

The caller is connected

Nothing is recorded after the transfer connects.
If the line is busy, unanswered after about 30 seconds, or goes to voicemail, the AI comes back to the caller and takes a message. The outcome (connected, no answer, line busy, voicemail) is shown on the call under Inbound Calls.
Transfer to a direct line or extension, not your main auto-attendant. An IVR answering the transfer makes the AI repeat “would you like to connect?”.

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Taking a message

The AI collects name, DOB, callback number, and reason, files a task under Inbox Tasks, and tells the caller someone will call back. This is what happens whenever booking is off, the EHR is not connected, or routing says Take message / task.

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After hours

The after-hours greeting plays and the AI follows your After-hours handling setting.
If you want zero bookings outside office hours, keep “Take a message” and tell us so we can enable strict closed-hours mode for your practice.

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Texts patients receive

  • Appointment confirmation, if Appointment Confirmations is on.
  • Intake form link, if Send Intake Forms is on and the caller is a new patient.
  • Any links you configured under Send Links via SMS.
Intake links expire after a set time; patients can ask for a new one.

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Emergencies

Keywords trigger the Emergency transfer number, or the 911 / 988 guidance you configured under Escalation.