Choosing which AI agent answers a number

Set up your AI agent first, and try it yourself. See Creating your AI agent and Trying your AI agent yourself. If you want several AI agents to share the calls of one number, set up a team first. See Using several AI agents together (Teams).

Choosing an AI agent for a number needs an active subscription.

1. In the menu on the left, click Phone Numbers. The Phone Numbers tab lists your clinic’s numbers. The Assignment column shows who answers each one, or Unassigned if no one does.
2. At the end of the number’s row, click the three dots (⋮), then Assignment. The Call Assignment window opens.
3. Under Select Agent or Team, click the list. Your AI agents show under Assistants and your teams under Teams. You can type a name to find it.
4. Click the AI agent or team that should answer this number.
5. Click Assign. If the number already had an AI agent, the button says Reassign. Your choice applies from the next call.

A number goes to one AI agent or one team at a time. One AI agent can answer several numbers. If you choose a team, the team’s first agent answers and can pass the call to the others. A number always goes to the same AI agent, at any time of day.

1. At the end of the number’s row, click the three dots (⋮), then Assignment.
2. In the Call Assignment window, click Unassign.

Calls to a number with no AI agent aren’t answered: the call ends right away. To move a number to another agent, you don’t need to unassign it first. Choose the new agent and click Reassign.

A label is a short name for a number, such as “Main line”, “After hours” or “French line”. It shows in the Label column, so everyone knows which number is which.

1. At the end of the number’s row, click the three dots (⋮), then Add Label. If the number already has a label, the menu says Update Label.
2. Type the label under Name.
3. Click Save.

• A main line and an after-hours line: give your main number to your daytime AI agent. Give a second number to an AI agent whose instructions cover after-hours needs, for example “For urgent needs, call 811 or go to the nearest emergency department.” Label them “Main line” and “After hours”. Each number keeps the same agent day and night.
• An English line and a French line: give one number to an AI agent that speaks English and another to one that speaks French. Label them “English” and “Français”. One AI agent can also speak both languages. See Choosing a voice and language.

• Releasing a number: you don’t need to unassign it first. Release Number removes its AI agent for you. See Getting a new phone number for your clinic.
• Deleting an AI agent: first give its numbers to another AI agent. Deleting an agent doesn’t free its numbers. Their calls aren’t answered until you choose a new agent, even if the Assignment column still shows the old agent’s name.

1. Call the number from a phone, such as your cell phone.
2. Check that the AI agent you chose answers, then hang up.
3. In the menu, click Call Logs & Analytics. Your call shows the type Inbound and, in the Agent column, the AI agent or team you chose.

• Assignment is grey in the menu: point to it with your mouse to see why. “An active subscription is required to assign phone numbers to agents” means your clinic needs an active subscription. “This phone number is inactive and cannot be assigned” means the number is switched off, usually because its payment didn’t go through. Write to support@medfarsolutions.com.
• The AI agent you want isn’t in the list: the agent that already answers the number doesn’t show in the list. If you just created the agent, reload the page and try again.
• Assign stays grey: choose an AI agent or a team in the list first.
• The wrong AI agent answers: check the Assignment column for that number. If the number goes to a team, the team’s first agent answers.