What happens when a patient calls

1. The agent answers and greets the patient. The patient hears a natural voice say your clinic’s greeting, for example: “Hello, you’ve reached the Maple Street Clinic. How can I help you?” Some clinics have the agent wait for the patient to speak first.
2. The agent answers the question. The patient asks: “Are you open on Thanksgiving Monday?” The agent finds the answer in your clinic documents: “The clinic is closed on Thanksgiving Monday. We open again Tuesday at 8 a.m.”
3. The agent passes the call to your team, if needed. The patient then asks to renew a prescription. In this example, the clinic has set up the agent to send these requests to the front desk. The agent can tell the patient it’s transferring them, and then your front desk phone rings. You take the call as usual.
4. Or the agent says goodbye. If the patient only wanted the holiday hours, the agent says goodbye and ends the call. The patient can also simply hang up.
5. The call appears in your dashboard. A few moments after the call ends, it shows up in Call Logs & Analytics, on the Call Logs tab. Click it to read the Call Summary.

In Call Logs & Analytics, the call’s row shows:

• Type: Inbound, because the patient called you.
• Caller’s Name: the patient’s name, if they said it during the call.
• Caller’s Intent: the reason for the call, for example General Inquiry.
• Caller’s Sentiment: the caller’s mood, for example Neutral.
• Ended Reason: Call Forwarded if the agent passed the call to your team, Agent Ended Call if the agent said goodbye and ended the call, or Customer Ended Call if the patient hung up.

Click the row to open the call. You’ll find the Call Summary, for example: “The patient asked if the clinic is open on Thanksgiving Monday. The agent said it is closed and opens again Tuesday at 8 a.m. The patient asked to renew a prescription and was transferred to the front desk.” Below it, the Conversation Transcript shows every word, and you can listen to the call if your clinic records calls.

If your dashboard is in French, you see the summary in French.

• The call isn’t in the list yet: wait a moment, then refresh the page. Also check the dates at the top right of the page.
• There’s no summary: the summary is written from what was said. Right after a call, wait a moment and open the call again. If the patient hung up without saying anything, there’s nothing to sum up.
• The agent gave a wrong answer: tell your clinic manager, who can fix the clinic documents or the agent’s instructions. To call the patient back, see Following up with a patient after a call.