The AI Receptionist (AIR) experience now provides greater visibility into how incoming calls are handled, including what callers requested, how the AI Receptionist responded, and whether your team needs to follow up.
The updates include a redesigned AIR Monitoring page, new call status badges in Call Directory and Call AI, patient identification in AIR Analytics, and automated text replies for callers who end their calls early.
These updates apply only to AI Receptionist voice calls. SMS and web chat conversations are not affected.
What's New?
New AIR Monitoring Page
The new AIR Monitoring page provides a centralized view of calls the AI Receptionist handles. Your team can review individual calls, understand their outcomes, listen to recordings, read transcripts, and identify requests that require staff attention.
Where to Find It
Navigate to AI Receptionist (AIR) → Views → AIR Monitoring.
The page displays completed calls in chronological order, with the most recent calls appearing first.
Understanding Call Statuses
Each call displays status badges that indicate how the AI Receptionist handled the conversation.
Status | What It Means |
Resolved | The AI Receptionist handled all of the caller's requests. |
Partially Resolved | The AI Receptionist handled some requests, but others remain unresolved. |
Not Resolved | The caller's request was not completed. |
Disengaged | The caller spoke once or not at all before ending the call. |
Need Action | At least one staff notification from the call still requires attention. |
Analyzing | The call has ended, and the outcome is still being processed. |
The Need Action badge is removed once all pending notifications for that call have been marked Completed or Ignored.
Calls in progress appear in Monitoring after they end. If additional calls are completed while the page is open, the Refresh button displays a count of new calls available to load.
Reviewing Call Details
Selecting a call opens a detailed view of the conversation.
The call details include:
Caller information: Patient name, phone number, practice, call date, duration, and other call details.
Caller requests: A breakdown of what the caller wanted and whether each request was resolved.
Call recording: An audio player with playback, speed controls, and download options.
Call summary: A written overview of the conversation.
Call outcome: Details of actions the AI Receptionist took, such as appointment bookings, confirmations, cancellation requests, transfers, or messages.
Staff notifications: Any requests that require follow-up, along with their current status.
Call transcript: A written record of the conversation, including markers showing when key actions occurred.
The Call Info tab contains the summary, outcomes, and staff notifications. The Transcript tab displays the conversation between the caller and the AI Receptionist.
You can open staff notifications directly from the Monitoring page using the existing notification window.
Finding Specific Calls
The AIR Monitoring page includes filters to help locate calls based on specific criteria.
Available filters include:
Date
Caller name or phone number
Practice (for users with access to multiple locations)
Action type
Notification type
Call outcome
Resolution status
Patient type
Multiple filters can be applied together, and Clear All resets the selected filters.
Links included in AI Receptionist escalation emails and text notifications can also open the associated call directly in AIR Monitoring.
Patient Identification
AIR Monitoring uses the caller's phone number to identify matching patient records.
When a phone number matches a single patient, it displays that patient's information.
If multiple patients share the same phone number and you can't identify the caller with certainty, a Likely Match badge appears.
If the caller is not found in your practice management system (PMS), a Not in PMS badge may appear.
Important: When a caller is marked as a Likely Match, confirm the patient's identity before accessing or taking action on their information.
AI Receptionist Badges in Call Directory and Call AI
Calls handled by the AI Receptionist now display identification and status badges in two additional areas:
Call Directory → Call Logs
Call AI → Call Details
These badges help your team distinguish AI-answered calls from other incoming calls.
Badge | What It Means |
Answered by AI | The AI Receptionist answered the incoming call. |
Resolved | The caller's request was handled. |
Unresolved | The AI did not fully handle the caller's request. |
Disengaged | The caller ended the call after one exchange or less. |
While a call is in progress, only the Answered by AI badge appears. The outcome badge becomes available after the call ends and processing is complete.
Regular calls that are not answered by the AI Receptionist will not display these new badges.
Patient Information in AIR Analytics
AIR Analytics now includes a Patient column in the session details displayed when reviewing analytics metrics. The Patient column appears alongside existing practice and phone number information across session views, including:
Total Interactions
Booked, Cancel, Reschedule, and Confirm
Appointments
Knowledge Base
Resolution
Others
Patient identification follows the same matching process used in AIR Monitoring.
When multiple patient records share a phone number, a Likely Match badge may appear. Callers who are not found in the PMS may display a Not in PMS badge.
For matched patients, selecting the patient avatar opens the available patient actions, such as viewing their profile, messages, forms, or payments.
Automated Text Replies for Disengaged Calls
A new automated reply option is available for callers who reach the AI Receptionist but hang up after speaking once, or not at all.
When enabled, this feature sends a follow-up text message containing your practice name, phone number, and online booking link.
This gives callers an additional way to reconnect with your practice after an incomplete AI Receptionist interaction.
Where to Find It
Navigate to Automated Reply Settings → Replies for AIR Calls. This tab is available for practices using AI Receptionist voice.
How to Configure Automated Replies
Open Automated Reply Settings and select Replies for AIR Calls.
Set the automated reply to Active.
Choose when to send messages: during business hours, outside business hours, or both.
Review or customize the message using available merge tags.
Click Save.
Messages can contain up to 775 characters.
Important: Until the Replies for AIR Calls settings are saved for the first time, they follow your existing Replies for Missed Calls settings. After saving, the two settings operate independently.
Automated Reply Limits
The following safeguards apply to automated replies:
Messages are not sent to patients who have opted out of text communications.
An automated reply will not be sent if a text message was already sent to the same number within the previous two minutes.
You can send a maximum of five automated replies to the same number within one hour, across missed calls, missed messages, and AI Receptionist calls combined.
The hourly count resets when a staff member manually replies.
These limits help prevent callers from receiving multiple automated messages within a short period.
What Stays the Same?
The updates provide additional visibility into AI Receptionist calls without changing existing staff follow-up workflows.
Staff notifications: Your team will continue managing requests through the existing notification window, accessible from AIR Monitoring or the Action Needed list on the home page.
Notification settings: Existing notification types, delivery preferences, and subscriptions remain unchanged.
Regular calls: Calls not handled by the AI Receptionist continue to display as before.
Other automated replies: Existing Replies for Missed Calls and Replies for Missed Messages settings continue to function as configured.
SMS and web chat: These updates apply only to AI Receptionist voice interactions.
Frequently Asked Questions
Where can I see how the AI Receptionist handled a call?
Navigate to AI Receptionist → Views → AIR Monitoring. Select a completed call to review the caller's requests, call summary, outcome, recording, transcript, and any staff notifications.
How do I know if my team needs to follow up on a call?
Calls with pending staff notifications display a Need Action badge in AIR Monitoring. You can open the notification directly from the call details to review and take action.
What does "Partially Resolved" mean?
Partially Resolved indicates that the AI Receptionist handled some, but not all, of the caller's requests. Review the call details to see which requests were completed and which remain unresolved.
Why does a caller show "Likely Match"?
A Likely Match appears when multiple patient records share the same phone number and the AI Receptionist can't confirm which patient is calling. Verify the patient's identity before taking action.
Why isn't a call outcome displayed yet?
Call outcomes are generated after the call ends. During this brief processing period, the call may display an Analyzing status.
Why do I see notifications in AIR Monitoring that my practice isn't subscribed to?
AIR Monitoring displays all notifications generated during a call, regardless of your practice's notification subscription settings. This provides a complete view of the interaction without changing which notifications your practice receives.
Can I manage staff notifications directly from AIR Monitoring?
Yes. Selecting Open or View on a staff notification opens the existing notification window, where your team can complete or ignore the request.
Can I jump to a specific part of the recording by selecting a transcript line?
Not currently. Use the recording player's controls to navigate to different parts of the call.
Why didn't a caller receive an automated follow-up text?
Check the following:
Replies for AIR Calls are active for the applicable time of day.
The caller has not opted out of text messages.
No other text was sent to the same number within the previous two minutes.
The number has not reached the automated reply limit.
Will these updates affect SMS or web chat conversations?
No. These changes apply only to AI Receptionist voice calls.