Smart Desk & Smart Calls Configuration Guide

Key configuration options | Example | Before going live

The Smart Desk & Smart Calls module uses generative AI to understand, process, and answer patient phone calls and inquiry requests. It supports routine FAQs and self-service workflows for scheduling, cancellations, rescheduling, and next appointment details, and can forward complex requests to staff.

Key configuration options

General setup and frequently asked questions (FAQs)

• Enable Smart Desk: Main toggle that lets FrontOffice+ use generative AI to understand patient requests.
• Smart Desk workflows included: Four different workflows:
  • Scheduling
  • Cancellations/Rescheduling
  • FAQs
  • Next Appointment Details
• Frequently Asked Questions (FAQs): Add, search, and manage custom clinic FAQs (such as office location, hours, accepted insurance, or cancellation policies) so FrontOffice+ can answer patient questions accurately.

Smart Calls automation

• Smart Call Forwarding: FrontOffice+ transfers phone calls directly to a staff member when the patient requests it.
• Smart Calls Inbox: FrontOffice+ takes detailed message notes for patient requests that fall outside supported automated workflows.

Set up by location

Configure location-specific call routing and language parameters:

• Location name and hashtag: View and manage unique hashtags associated with each clinic site.
• Phone numbers by language: Assign dedicated phone numbers per location categorized by language preference (for example, English or Spanish).

Example

• Scenario: A clinic wants FrontOffice+ to handle phone inquiries after hours, answer location and insurance questions, and forward complex calls to reception.
• Setup: Turn on Enable Smart Desk. Add the clinic address and insurance details under Frequently Asked Questions (FAQs), and turn on Smart Call Forwarding.
• Outcome: When a patient calls, FrontOffice+ automatically helps with their requests and answers their FAQs or guides them through SMS or web scheduling, while routing complex calls to staff.

Before going live

Confirm:

• Feature activation: Enable Smart Desk is turned on.
• FAQ coverage: Common questions (office hours, location, accepted insurance) are populated accurately.
• Call forwarding numbers: Staff phone numbers, along with working days and hours, are correctly assigned for call forwarding when staff intervention is needed.
• Location mapping: Assigned phone numbers and languages match the appropriate clinic locations under Set Up by Location.