Call Routing & Triage

Intelligent intake capture that identifies urgent symptoms and routes calls immediately, while booking routine appointments

During intake capture, the AI can identify red-flag symptoms and urgent conditions—chest pain, difficulty breathing, severe injury—and immediately escalate to your on-call provider instead of booking a routine appointment.

AI asks intake questions and listens for urgent symptoms—chest pain, difficulty breathing, severe bleeding, signs of stroke, trauma
Urgent calls are immediately escalated to your on-call provider; routine calls proceed to appointment booking and intake capture
Reduces liability by ensuring after-hours chest pain or injury calls reach a provider, not a voicemail
Routine after-hours intake is still captured and summarized for morning chart preparation
Configurable urgency rules per your protocols—define what triggers escalation vs. routine scheduling
Works seamlessly with call routing to on-call lines or urgent care/ED referral

How it pays back

Safety: urgent symptoms never get lost in booking

The AI recognizes high-acuity presentations and routes immediately to a provider. Routine calls proceed to appointment scheduling and intake capture.

Intake happens anyway for routine calls

Non-urgent callers complete intake on the call and get booked. Your morning chart is ready with a structured summary for staff review. No duplicate data collection.

Configurable urgency triggers

You set the rules: specific keywords, symptom combinations, or chief complaint categories that warrant escalation vs. routine routing.

Reduces after-hours provider call burden

Only truly urgent calls reach on-call. Routine bookings and intake are handled by the AI, so providers aren't fielding every 11 PM appointment request.

Real-time symptom recognition

AI identifies urgent presentations during intake questioning

Immediate escalation

High-acuity calls routed to on-call provider without delay

Dual-path handling

Urgent calls escalate; routine calls booked and intake captured on the same call

Configurable protocols

Define urgency rules per your medical workflows and on-call policies

Frequently asked questions

How does the AI know when a call is urgent?

During intake questioning, the AI listens for chief complaints and symptom descriptors. You configure urgency rules—chest pain, difficulty breathing, severe trauma, etc. When triggered, the call escalates immediately.

What happens after an urgent call is escalated?

The call is routed to your on-call provider, your answering service, or an urgent care line per your protocol. The AI doesn't complete intake; the provider handles the clinical decision.

Do routine calls still complete intake?

Yes. Non-urgent callers finish intake questioning, get booked, and a structured summary is ready for your morning team to review and file. Only truly urgent calls break that flow.

Can we customize what counts as urgent?

Absolutely. You define urgency triggers per your protocols. Common examples: chest pain, shortness of breath, severe bleeding, signs of stroke. Your medical team sets the thresholds.

Does this increase our liability or create false alarms?

By escalating high-acuity presentations to a provider instead of booking routine appointments, you reduce liability. Rules are clinically based and configurable to your protocols.

How does this integrate with our on-call system?

Urgent calls route to your existing on-call line, pager, answering service, or urgent care referral per your configuration. No special integration required.