What your AI agent can do during a call

Anyone with the User or Owner role in your clinic account can set up actions. Most actions are created once, on their own page under Tools & Actions in the menu on the left. Then you turn them on for each AI agent that should use them.

Nothing changes for patients until you click Save Settings.

• Answer questions from your clinic documents, such as your services, your holiday hours or where to park. You choose the documents on the RAG page, under Tools & Actions: the page where you choose which documents your AI agent can read. See Letting your AI agent read your clinic documents.
• Pass the call to a person, such as the front desk or the nurse line. Set it up on the Call Transfer page, under Tools & Actions. See Passing calls to the front desk or a colleague.
• Pass the call to another AI agent, for example an agent that only books appointments. Set it up in Teams. See Using several AI agents together (Teams).
• Send a text message to the patient, such as your address and parking information. Set it up on the SMS page, under Tools & Actions. See Sending a text message to a patient during a call.
• End the call politely when the conversation is over. Turn on Enable End Call Function on the agent’s Call Control tab, and write the goodbye in End Call Message on the Conversation tab. See When a caller goes quiet or a call runs long.
• Read numbers the patient presses on the phone keypad, such as a file number. Turn on Keypad Input on the agent’s Tools & Actions tab. See Turning actions on or off for your AI agent.

Your AI agent can also call patients for you, for example to remind them of an appointment. These reminder and follow-up call campaigns are set up separately, on the Outbound page under Tools & Actions. See Reminder and follow-up call campaigns.

Your IT team can also connect your AI agent to your clinic’s own software: see For your IT team.

Your AI agent doesn’t take voicemail messages. AlloMia has no voicemail box, so patients can’t leave a recorded message for your team. Instead, you can:

• Pass the call to your front desk, so a person takes it. See Passing calls to the front desk or a colleague.
• Let your AI agent take the patient’s details: in the agent’s instructions, ask it to note the patient’s name, phone number and reason for calling. After the call, you find them in the written record of the call and its summary, in Call Logs & Analytics. See Writing instructions for your AI agent and Listening to a call and reading its summary.

Today, your AI agent also can’t:

• Introduce the patient before it passes a call. The call is passed directly, and the person who answers gets no summary.
• Show you a patient’s reply to a text message. Replies don’t appear in AlloMia.
• Pass a call to a person during a test from your browser with Speak with Agent. To test it, call your clinic number from a phone.

Your AI agent decides by itself when to use an action. It listens to the patient and reads the short description you wrote for each action. So each description must say, in plain words, when to use the action.

For example, for passing calls to the front desk: “Pass the call to the front desk when the patient has a billing question or asks to speak to a person.”

If the agent uses an action at the wrong time, or never uses it, make its description clearer. You can also mention the action by its name in the agent’s instructions.

1. In the menu on the left, click Tools & Actions, then the page for the action: RAG, SMS or Call Transfer.
2. Create the action. Give it a short name and a clear description of when to use it.
3. Click Save Settings at the bottom right of that page.
4. In the menu, click Voice Agents, then click your AI agent in the My Agents list.
5. Click the Tools & Actions tab and turn on the switch next to the action.
6. Click Save Settings at the bottom right.
7. Try it. See Trying your AI agent yourself.