If your practice has a dedicated after-hours or emergency line, you can have the AI Receptionist share that number, but only with patients who genuinely need urgent help. It’s never shared automatically; the AI Receptionist checks for a genuine emergency first.
Where to Find It
Go to New Settings → AI → AI Receptionist → Settings Tab → Emergency Phone Number.
Setting It Up
Setting | What It Does |
Emergency Number Sharing toggle | Turns the feature on or off for your practice |
Emergency Phone Number field | The number the AI Receptionist shares once conditions are met |
When the toggle is off, the AI Receptionist will never share the number, no matter what a caller says.
How It Works During a Call
Two conditions need to be met before the number is shared:
Qualifying intent: the caller describes something like severe tooth pain, major bleeding or swelling, a post-treatment complication, or trauma. General discomfort or a routine request doesn’t qualify.
Confirming urgency: if the caller also asks to speak with someone right away, the AI Receptionist asks one follow-up question to confirm how serious the situation is before sharing the number.
If only one of these is present, the number isn’t shared. When it is shared, your practice also gets a staff notification labeled “Urgent Help Needed” with the number included.
If a Caller Keeps Pushing
If a caller keeps asking to escalate after being told no, the AI Receptionist routes the call to voicemail rather than sharing the number or ending the call, so the patient can still leave a message.
What Stays the Same
This only adds a new way to share your emergency number for qualifying calls. Booking, knowledge base answers, appointment confirmations, and HIPAA-compliant handling all work exactly as before.