Call Routing

AI receptionists ask intake questions and triage calls simultaneously—capturing data while routing to the right resource.

During intake, the AI asks clinical triage questions (reason for visit, symptom severity, allergies, current medications) to assess urgency and route callers appropriately. Data is captured and returned as a structured summary for your team to review and file.

Chief complaint and symptom severity guide urgent vs. routine routing decisions
Allergy and medication questions asked before routing, preventing clinical hand-offs without context
AI escalates fever, chest pain, breathing trouble, or other red-flag symptoms to a live provider or urgent care
Routine and follow-up calls routed to appropriate appointment slots or nurse lines
Structured triage summary captures chief complaint, severity, and routing reason for the team
Reduces callbacks because every detail needed for appointment assignment is captured upfront

How it pays back

Urgent Calls Never Misrouted

Triage questions asked on every call let the AI identify emergencies and red-flag symptoms. Chest pain, difficulty breathing, and severe allergic reactions trigger immediate escalation to live staff or emergency routing—not a scheduled appointment.

Appointment Slots Better Matched to Visit Reason

Because the AI understands the chief complaint and urgency, it books callers into appropriate slots. Physicals go to longer slots, follow-ups to shorter ones, and complex new-patient intakes to the scheduled new-patient block. Less overbooking, fewer no-shows.

Intake and Triage Happen as One Conversation

Your staff doesn't receive a call, ask 'why are you calling?', then ask intake questions separately. Both happen together during the AI call. Callers perceive one conversation; your team receives complete triage data and chart-ready intake.

Every call triaged on intake

Red-flag symptoms escalated; routine calls routed to appropriate slots

Urgent calls escalated

Chest pain, breathing trouble, severe symptoms trigger live provider contact or emergency routing

Intake questions drive routing

Chief complaint and severity determine appointment type, slot length, and clinician assignment

Frequently asked questions

How does the AI know which symptoms are urgent vs. routine?

You configure triage rules per specialty. The AI asks about chief complaint and severity, then applies your clinical thresholds. Fever over 103°F, chest pain, shortness of breath, severe allergic reaction—these can trigger immediate escalation to on-call or ER routing. Mild cold symptoms, routine follow-ups, and administrative calls go to regular scheduling or nurse lines.

What happens if a caller mentions an urgent symptom?

The AI immediately escalates to a live staff member or designated urgent-care routing. It says something like, 'I'm connecting you to our nurse line right now,' and the call transfers. Your staff receives the intake summary that's been captured so far, including the symptom that triggered escalation.

Can I customize triage questions for different appointment types?

Yes. New-patient triage questions differ from follow-up or acute-visit questions. A new allergy check-up asks about allergen exposure; an urgent visit asks about symptom onset and severity. You configure per visit type and specialty.

Does triage slow down the intake call?

No. Triage questions are woven into the natural intake flow. The AI asks 'What brings you in today?' and listens for symptoms. If urgent, it escalates. If routine, it continues with routine intake (demographics, insurance, allergies). Callers don't experience additional questioning—they experience one coherent conversation.

What if a triage question reveals a new patient who needs urgent care?

The AI captures the urgency, offers to transfer to urgent care or ER if appropriate, and passes all intake data (name, DOB, chief complaint, relevant allergies and meds) to whoever receives the escalated call. Your staff can immediately relay the context to emergency resources or on-call clinicians.