The AI Receptionist (AIR) appointment booking process has been updated to reduce the number of questions patients are asked when scheduling appointments over the phone.
These updates include changes to how patient information is collected, how patients are identified, family member scheduling, appointment availability searches, and practice-specific booking messages.
Most changes are applied automatically. Practices can also control whether the AI Receptionist collects email addresses and insurance information from new patients.
Note: These updates apply only to AI Receptionist phone calls. SMS and web chat conversations remain unchanged.
What's New?
Updated Email and Insurance Collection Settings
The AI Receptionist now includes configurable settings for collecting email addresses and insurance information during new patient appointment booking.
Previously, new patients were asked to provide an email address during the call. With this update, email collection is turned off by default.
Two built-in options are now available under the Appointment Information section:
Setting | Default | How It Works |
Email Address | Off | When enabled, the AI Receptionist asks new patients for their email address. |
Insurance | On | When enabled, the AI Receptionist asks new patients which dental insurance they plan to use. |
If Insurance is turned off, the AI Receptionist will not ask for insurance information. However, if a patient voluntarily provides their insurance details, the system will still save that information with the appointment.
These settings apply only to new patient appointments. Returning patient booking workflows are not affected.
How to Update Email and Insurance Settings
Navigate to AI Receptionist → AIR Setup → Visit Types.
Scroll to the Appointment Information section.
Locate the Built-in settings.
Use the toggles to enable or disable Email Address and Insurance collection.
When Email Address is enabled, a reminder appears indicating that collecting email information may increase the length of new patient calls.
Practices that do not require an email address during scheduling can leave this setting disabled and collect the information later through their existing new patient forms.
Simplified New Patient Information Collection
The AI Receptionist now combines certain questions during new patient booking to reduce the number of exchanges required.
Name and Date of Birth
Instead of asking for a patient's name and date of birth separately, the AI Receptionist asks for both in a single question.
It then reads the information back and asks the patient to confirm it. If the patient corrects it, the AI Receptionist repeats the updated information for confirmation before continuing.
Insurance Information
When insurance collection is enabled, the AI Receptionist asks a single question about the patient's dental insurance provider.
For example: Which dental insurance company will you use for this visit, if any?
Patients who indicate they do not have insurance are handled as self-pay.
These changes reduce the number of questions required while still collecting the information needed for scheduling.
Simplified Identification for Returning Patients
The AI Receptionist now uses existing patient records to simplify identification when returning patients call from a phone number already associated with their profile.
The identification process depends on how many patient records are associated with the calling number.
Patient Records Associated With the Number | How the AI Receptionist Responds |
One patient | Confirms whether the appointment is for that patient. |
Two patients | Asks which of the two patients the appointment is for. |
Three or more patients | Requests the patient's last name and date of birth. |
For phone numbers associated with one or two patient records, patients can confirm their identity by name without providing their last name and date of birth again.
If neither listed patient matches the caller, the AI Receptionist asks whether the appointment is for a new patient or someone calling from a different phone number.
Note: This simplified identification process applies to appointment booking. Verification codes are still required before accessing sensitive patient information, such as account balances.
Appointment Booking for Family Members
The AI Receptionist can now identify family members linked to a caller through family records in your practice management system (PMS).
Previously, patient identification relied primarily on matching the incoming phone number to an individual patient record.
With this update, the AI Receptionist can also recognize linked family members, allowing callers to schedule appointments for children, spouses, or other family members associated with their account.
The actions available depend on the family member's age and the type of request.
Action | Child Under 18 | Adult Family Member |
Book a new appointment | Available directly | Available directly |
View, confirm, cancel, or reschedule an existing appointment | Available directly | Verification required |
Access account balance | Verification required | Verification required |
When verification is required, the system sends a code to the phone number associated with the family member's patient profile.
For children without their own phone number, the system sends the code to the account holder's number.
The AI Receptionist identifies the destination number using only its last three digits.
Updated Appointment Availability Search
The AI Receptionist's appointment search process has been updated to provide available appointment options with fewer follow-up questions.
Several changes have been introduced.
Earlier Availability Searches
When the AI Receptionist asks whether a patient prefers the earliest available appointment or a specific date, it begins checking the earliest available openings.
This lets the AI Receptionist present available appointment options sooner in the conversation.
Alternative Appointment Options
If a patient's requested date is unavailable, the AI Receptionist can offer up to three specific appointment options on nearby dates.
Rather than requiring the patient to suggest another date, the AI Receptionist provides available alternatives.
Handling Unavailable Dates
If a patient requests a date that falls before the next available opening, the AI Receptionist can offer the earliest available appointment instead.
The availability search also identifies dates when the practice or provider is closed.
Time-of-Day Preferences
The AI Receptionist no longer asks every patient to choose between morning and afternoon appointments at the beginning of the search.
The AI Receptionist asks this question only when the selected date has multiple openings spread throughout the day.
If a patient specifies a preference, such as morning appointments only, the AI Receptionist uses that preference when searching for availability.
Changes During Booking
If a patient changes their preferred provider or reason for visiting during the conversation, the AI Receptionist checks appointment availability again before offering updated times.
These updates use the practice's existing provider schedules and appointment availability settings.
Updated Handling of Practice-Specific Appointment Messages
Messages configured under Appointment Information are now handled based on whether they require a patient response.
There are two message types:
Information Messages: These provide details patients should know before their appointment, such as arrival instructions or items to bring. The AI Receptionist reads the message and automatically moves to the next step without waiting for a patient response.
Acknowledgment Messages: Use these when the patient must acknowledge or agree to specific information, such as a required appointment deposit. The AI Receptionist reads the message and waits for the patient's response before continuing.
This distinction lets you deliver informational messages without adding unnecessary pauses to the conversation.
Managing Appointment Information Messages
The Appointment Information section is intended for practice-specific details that patients need to know during scheduling.
Examples include:
Appointment deposit requirements
Early arrival instructions
Documents or items patients should bring
Other important appointment policies
The AI Receptionist already asks standard booking questions, such as whether the caller is a new or returning patient and who the appointment is for.
Additional messages should focus on information not already covered during the booking process.
Because each message is read aloud, the number and length of messages can affect the overall call duration.
You can still add, edit, reorder, and delete Appointment Information messages.
What Stays the Same?
Appointment booking updates don't change your practice's existing scheduling configurations or patient verification requirements.
Appointment eligibility: The AI Receptionist continues checking patient eligibility for appointment types, including applicable age restrictions.
Returning patient information: The Email Address and Insurance settings apply only to new patient bookings.
Appointment Information: Existing practice-specific messages remain available and can still be managed through AIR settings.
Patient verification: Verification codes are still required before sharing sensitive information, including account balances.
Practice availability: Appointment searches continue using the schedules and availability configured for your practice.
Other communication channels: SMS and web chat booking experiences remain unchanged.
Frequently Asked Questions
Can the AI Receptionist still collect email addresses from new patients?
Yes. Email collection can be enabled under AI Receptionist → AIR Setup → Visit Types → Appointment Information → Built-in. When enabled, the AI Receptionist will ask new patients to provide their email address during booking.
What happens if I leave email collection turned off?
The AI Receptionist will not ask new patients for their email address during the booking call. Your practice can collect this information later through existing patient intake forms or other workflows.
Can I disable insurance questions?
Yes. You can turn off insurance collection using the Insurance toggle under Built-in settings in Appointment Information.
If you disable insurance collection, will insurance details still be saved when a patient mentions them?
Yes. If a patient voluntarily provides insurance information during the call, the AI Receptionist will still save those details with the appointment.
Does confirming returning patients by name change patient verification requirements?
No. Name confirmation simplifies the appointment booking process for callers using recognized phone numbers associated with one or two patient profiles.
Verification codes are still required before accessing sensitive information, such as patient balances.
Can a parent use the AI Receptionist to book an appointment for their child?
Yes. The AI Receptionist can identify linked family members through your PMS family records and schedule appointments for children associated with the account.
Can someone book an appointment for an adult family member?
Yes. You can schedule new appointments for linked adult family members. Additional verification is required for certain actions involving existing appointments or sensitive account information.
What happens if the patient's preferred appointment date is unavailable?
The AI Receptionist can offer up to three alternative appointment times on nearby dates. If the requested date is earlier than the next available opening, it can provide the earliest available appointment.
Do I need to update my provider schedules or appointment availability?
No. The updated appointment search process continues using your practice's existing scheduling configurations.
Will these changes affect SMS or web chat appointment booking?
No. These updates apply only to appointment booking through AI Receptionist phone calls.