After creating your AI Receptionist, complete the following setup to ensure it can accurately assist patients with scheduling, answer practice questions, and route conversations appropriately.
Navigate to: New Settings → AI → AI Receptionist
The AI Receptionist settings are organized into several tabs. We recommend completing the setup in the order below before using the AI Receptionist with patients.
Note: Each practice location requires its own AI Receptionist and must be configured separately.
Step 1: Complete the Overview Tab
The Overview tab contains the core settings for your AI Receptionist and serves as your primary setup hub.
Begin by reviewing and configuring the following:
Agent Identity – Update your AI Receptionist's name and select the voice patients will hear during phone calls.
Connected Practice – Verify your practice is connected and displays an Active status.
Bot Response Settings – Configure how the AI responds to SMS conversations, including Reply Mode, Default Snooze Time, Follow-up Count, and Follow-up Delay.
Inbound Phone Number – Assign the phone number patients will use to reach your AI Receptionist.
Voice Bot – Enable the Voice Bot when you're ready for the AI Receptionist to begin answering incoming calls.
Review the Opportunities Section
The Opportunities section acts as your implementation checklist.
As you configure your AI Receptionist, this section identifies recommended setup tasks that can improve the AI's performance, such as incomplete Visit Types, missing Knowledge Base information, or scheduling policies that still need to be configured.
Each opportunity includes a Go To Section shortcut that takes you directly to the appropriate area, making it easy to complete your setup.
As you work through these recommendations, your Setup Strength increases, helping your AI Receptionist provide more accurate answers, schedule appointments correctly, and deliver a better patient experience.
For a detailed walkthrough of every setting in this tab, see Completing the Overview Setup.
Step 2: Configure Visit Types
The Visit Types tab teaches your AI Receptionist how appointments should be scheduled.
Here you'll configure the appointment types, symptoms, services, and scheduling rules the AI uses to recommend the appropriate appointment based on a patient's needs.
Completing this section is essential for accurate appointment recommendations and helps ensure patients are scheduled correctly the first time.
For detailed setup instructions, see Setting Up Visit Types.
Step 3: Build Your Knowledge Base
The Knowledge Base provides your AI Receptionist with the information it uses to answer patient questions confidently and consistently.
Populate the Knowledge Base with information specific to your practice, including:
Insurance and payment information
Practice policies
Frequently asked questions
Services you provide
Keeping your Knowledge Base complete and up to date improves the quality of AI responses while reducing unnecessary transfers to your staff.
For detailed setup instructions, see Building Your Knowledge Base.
Step 4: Configure Notifications
The Notifications tab determines who receives alerts when the AI Receptionist escalates a conversation or captures a voicemail.
Configure both email and SMS recipients to ensure the appropriate team members are notified whenever patient interactions require staff follow-up.
For detailed setup instructions, see Setting Up Notifications.
Step 5: Customize AI Settings
The Settings tab allows you to personalize how your AI Receptionist communicates with patients.
This includes:
Customizing welcome messages for new and returning patients
Configuring your emergency phone number
Reviewing additional communication settings
These settings help create a more personalized patient experience while ensuring patients receive the appropriate guidance when interacting with the AI.
For detailed setup instructions, see Customizing AI Settings.
Step 6: Review Snoozed Numbers
The Snoozed Numbers tab displays patients who have been temporarily opted out of AI text conversations.
From this page, you can:
View currently snoozed phone numbers
Manually add a snoozed number
Edit snooze durations
Remove a snooze to resume AI messaging
Review this page periodically to ensure patients are re-enabled for AI communication when appropriate.
For more information, see Managing Snoozed Numbers.
Before You Go Live
Before routing patient calls and messages to your AI Receptionist, confirm the following:
✅ The Overview tab has been reviewed and configured.
✅ High-priority items in the Opportunities section have been completed.
✅ Visit Types have been configured.
✅ Your Knowledge Base contains current practice information.
✅ Notifications have been configured for the appropriate staff members.
✅ Your AI Settings have been reviewed and customized.
✅ An Inbound Phone Number has been assigned, and the Voice Bot has been enabled.
Completing these steps helps ensure your AI Receptionist can confidently answer patient questions, recommend the appropriate appointments, notify your team when needed, and provide a consistent patient experience from the very first interaction.