After-Hours
After-hours answering is a configuration, not a separate product. This covers what your practice sets during setup: the office hours that trigger the switch, the closed-hours greeting, the on-call contact and transfer method, and the callback expectations patients are given.
Configured office hours are what turn after-hours mode on. Nobody has to remember to forward the phone at close on a Friday, and nobody has to unforward it on Monday.
The three paths a closed-hours caller can take are yours to set: book into the next available slot, leave a detailed message for morning callback, or receive emergency guidance. Deciding this at setup is what makes the after-hours script predictable.
You provide the on-call provider's contact during setup. For urgent calls the AI attempts to reach them, or transfers the call directly when a transfer method is configured.
Callers leave the conversation with clear expectations: when someone will call back, what to do in an emergency, and how the on-call provider is reached if it is urgent. That wording is set once and used on every closed-hours call.
Every call answered, day and night
No voicemail queue; patients reach a live AI
Urgent calls routed to on-call provider
Emergencies escalated immediately
Full call log provided to staff
Complete context for morning review and callbacks
Your office hours are configured during setup, and the AI automatically switches to after-hours mode outside those times. There is no nightly step for your staff to perform.
No. If your practice deploys the AI receptionist, after-hours answering is part of the standard service; what you configure is the hours and the closed-hours behaviour.
Yes. The greeting is professional and HIPAA-aware, and it explains that the office is closed before offering the caller their options.
You provide the on-call provider's contact information during setup. For urgent calls the AI will attempt to reach them, or transfer the call if a direct transfer method is configured.
Booking an appointment for the next business day, leaving a detailed message for morning callback, or emergency guidance. The caller's information and reason for contact are captured in all three cases.
A detailed log of all after-hours calls, including caller name and number, reason for contact, urgency level, and any messages or callback commitments, with urgent flags highlighted for immediate attention.
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