Doctors & clinics

On the phone

• Missed-call redirect — the office keeps its number and phone system; *71 forwards only unanswered/busy calls to the AI, which answers as the practice, books into the calendar, answers insurance and hours questions, and tickets anything clinical.
• Front-desk answering — greeting, hours, directions, insurance from knowledge; "prescription refill" routes to its own flow; "talk to a person" transfers to the desk with context.
• Booking on the call — who it's for, reason (guardrails keep it off diagnosis), preferred times; books with the scheduler tool; repeats it back; texts the confirmation while still on the line.
• Verified account talk — SMS code or DOB questions before anything personal; failed verification transfers to a human.
• After-hours — takes the voicemail, transcribes it, opens the ticket; the morning shift finds a queue instead of a full mailbox.
• Recall batch calls — CSV of patients due for check-ups → each gets a call in the clinic's voice offering times; booked ones land on the board.

Workflows

• Appointment request → confirmed — form submitted → deal in New requests → email the patient → email the desk → on move to Booked, confirmation text.
• Missed call → call-back promise — unanswered → SMS "sorry we missed you" → help-desk ticket so a human owns the call-back.
• Voicemail → triaged — ticket with the caller as requester; assignment rules route it.
• New-patient intake — chat dialogue + variables → webhook to the EHR or `/crm/ingest`; escalation topics ring a human.

Social front desk

Instagram DMs ("do you take my insurance?", "how do I book?") answered instantly by the same agent with its own IG-only flow; anything clinical escalates to the desk.

Keep & grow

The reminder cadence (email at booking, SMS the day before, morning-of text) cuts no-shows 30–50%. No-show recovery by column; recall campaigns (voice or SMS) from a "not seen in 6 months" audience; review request on Seen.