Phone & Amy

What you will find in phone & amy

Change Amy's greeting, set escalation rules, hear recordings, and understand exactly how your AI front desk handles calls.

There are 6 guides in this topic, and together they take about 18 minutes to read. Each one is written for the person at the front desk rather than for an administrator, so it says what to click and what to expect rather than describing the feature in the abstract.

Changing what Amy says when she answers

Edit Amy's greeting and tone in Settings → Amy. Set how she opens the call, add a separate after-hours line, and the change goes live on the very next call. (3 minute read, beginner)

What Amy always sends to a human

Clinical questions, emergencies, angry callers, and anything Amy can't safely handle: she captures the details and hands them to your team instead of guessing. These guardrails are always on. (3 minute read, beginner)

Setting Amy's escalation rules

Decide when Amy hands a call to your team, where the hand-off goes, and how she behaves after hours. Amy always tries to help first, then escalates the way you set up. (3 minute read, intermediate)

After-hours and holidays

Amy answers around the clock, even when you're closed. Set your hours, holidays, and time off so she books, greets, and escalates the right way, day or night. (3 minute read, beginner)

Call recordings and transcripts

Every call Amy handles is transcribed and summarized on the patient's timeline. Here's where to find a recording, how to search transcripts, and how that data is kept safe. (3 minute read, beginner)

Amy's voice and tone

Amy is warm, clear, and professional, and she sounds like your practice. Learn what shapes how she talks, and the few things about her that never change. (3 minute read, intermediate)