Call Routing

Use intake answers to route calls intelligently—AI flags urgent conditions and escalates to staff or on-call clinician.

Intake questions reveal urgency. AI routes high-risk calls to staff or on-call clinician in real-time. Safe calls are confirmed and scheduled. No missed urgent cases.

Intake questions include urgency indicators (chest pain, severe bleeding, acute mental health crisis)
AI flags high-risk responses and escalates to staff or on-call clinician immediately
Safe calls complete intake, confirm appointment, and log to the chart
Triage rules customized per specialty (ER-red flags for pediatrics, cardiac symptoms for cardiology, etc.)
Staff notified in real-time of escalated calls during business hours
After-hours urgent flags trigger on-call routing or emergency guidance

How it pays back

Real-Time Urgent Case Detection

AI identifies dangerous symptoms or acute presentations during intake and escalates before a patient leaves the line. No delayed triage, no missed emergencies.

Intake and Routing Happen in One Call

Patient calls to schedule. AI asks intake questions and, based on answers, either confirms the appointment or routes to a live clinician. No transfer delays or repeat intake.

Specialty-Specific Triage Rules

Pediatric practices flag fever + rash. Psychiatry flags acute suicidality. Pain management flags new overdose risk. Rules match your clinical priorities.

After-Hours Safety Net

Urgent calls are escalated to on-call clinician after hours, not trapped in voicemail. Staff arrives to a log of after-hours escalations, ready to follow up.

Urgent calls escalated immediately

During business hours to staff; after-hours to on-call clinician

Intake and triage in one conversation

No separate triage call or form required

Specialty-configured escalation rules

Tailored to your clinical protocols and risk thresholds

Real-time staff notification

Urgent flags sent immediately, not batched at end of day

Frequently asked questions

What happens if the AI flags a call as urgent but the patient refuses to be transferred?

The AI informs the patient that their symptoms warrant immediate evaluation and offers the option to be transferred to a clinician or to go to the emergency department. The call is logged and staff are notified immediately, so follow-up can happen if the patient declines.

How do we customize urgency rules for our specialty?

Your practice defines the intake questions and escalation criteria during setup. Common examples: fever + difficulty breathing (pediatrics), chest pain (cardiology), acute suicidality (psychiatry). We configure the AI to flag these and route accordingly.

Can the AI distinguish between urgent and non-urgent presentations of the same condition?

Yes. For example, the AI can ask follow-up questions to differentiate between stable chronic back pain and acute severe pain with neurological signs. Context matters; escalation thresholds can be set per symptom combination.

What if an urgent call comes in after hours?

The AI escalates to your on-call number or leaves a priority voicemail for the on-call provider. The call recording and structured intake summary are logged and available to staff in the morning for follow-up.

Does this replace our triage nurse?

No. This automates the initial intake and flag. Your triage nurse or clinician still makes the final escalation decision and manages the urgent call or patient handoff. The AI does the intake and routing; your team makes clinical judgments.