Receptionist Setup Guide

Provision the receptionist, test the call flow, and know when it is ready.

The receptionist workspace records calls, voicemails, leads, scheduling requests, transfers, and follow-up. Setup is complete only after the phone route and clinic rules pass a test call.

Get setup supportSee the receptionist workflow

What is included and who provides what

The plan includes the receptionist workspace and setup support. Your clinic supplies the operating rules; the Intelligent Clinic OS team provisions the requested phone route and helps move it through testing.

Included: calls, voicemails, leads, scheduling requests, transfers, and follow-up queues

Your clinic provides: hours, locations, staff, services, routing, escalation, and greeting details

We configure: a new routing number, forwarding, or a number-port request

Go-live path: request → clinic rules → test call → go live → monitor

1. Request the phone setup

Open Settings → Service Setup, choose Voice Receptionist, then request a new routing number, forward the existing clinic line, or begin a number port. The request status shows requested, in progress, waiting on clinic, completed, or cancelled.

New Intelligent Clinic OS/Twilio routing number

Forward an existing clinic number

Port an existing number

Choose a preferred go-live date

2. Complete the readiness checklist

Open Receptionist → Settings → Setup. Complete the clinic, hours, locations, staff, services, insurance, routing, escalation, greeting, and agent details the receptionist relies on.

Clinic identity and greeting

Hours, locations, staff, and services

Routing and transfer rules

Emergency and escalation language

3. Pass a test call before going live

The setup screen reports the completed checkpoints and shows Ready for test calls only when required facts are present. Test the greeting, new-patient lead capture, voicemail path, transfer behavior, scheduling request, and staff follow-up.

Caller and intent appear in Calls

New lead appears in Leads

Voicemail and transfer statuses are correct

Requested appointment appears for staff review

4. Monitor the operating queue

Review live and completed calls, voicemail outcomes, abandoned or failed calls, new leads, and appointment requests. Staff remain responsible for patient identity, scheduling decisions, clinical questions, and follow-up.

Safety boundary

The receptionist must not provide emergency guidance, urgent clinical advice, diagnoses, or final care decisions. Escalation rules should direct those situations to emergency services or the clinic team.
Get setup supportSee the receptionist workflow