Triage

The decisions you make once: what escalates, who it reaches, how it reaches them, and which scenarios bypass you entirely

Setting up after-hours escalation: choosing the red-flag triggers, the escalation numbers, whether alerts arrive by call, text or push notification, and when a call is routed to emergency services rather than to your on-call clinician.

You define the red-flag triggers; chest pain, difficulty breathing, severe bleeding, allergic reactions and trauma are common starting points
Escalation rules and escalation phone numbers are configured into the AI rather than left implicit
Alert method is your choice: a phone call, a text message, or a push notification
The alert carries the caller's name, the reason for the call, and which urgent keywords were detected
You configure which scenarios route the call directly to emergency services and alert on-call at the same time
Non-urgent calls can be scheduled into your next-day calendar or routed to urgent care, per your rules

How it pays back

One protocol, applied identically every night

Every after-hours call follows the same escalation rules, with no variation based on who is answering. Clinical questions escalate, urgent calls escalate, routine calls are scheduled, and none of that depends on the hour or the person.

Triggers are meant to be tuned

The initial setting errs toward caution, because a false alert costs less than a missed emergency. As your on-call staff see which alerts were worth waking for, the triggers can be refined to cut false positives without loosening the ones that matter.

The alert lands where your team already looks

Some on-call clinicians answer a phone, some watch for a text, some want a push notification. Choosing the method at setup is what makes the difference between an alert that is seen at two in the morning and one that is not.

Emergency routing is decided in advance, not in the moment

Which scenarios go straight to emergency services is a decision your practice makes during configuration. Nothing about that judgment is improvised while a frightened caller is on the line.

Red flag detection in real time

Chest pain, difficulty breathing, trauma, and other urgent keywords trigger immediate escalation

On-call alerts with patient context

Your clinician receives call details, patient history, and chief complaint before answering

Routine calls triaged without waking staff

Appointment requests and non-urgent messages are scheduled or routed automatically

Configurable escalation protocols

Your practice defines what triggers escalation to on-call, urgent care, or emergency services

Frequently asked questions

Which symptoms should we set as escalation triggers?

Most practices start with clinical red flags such as chest pain, difficulty breathing, severe bleeding, allergic reactions, and trauma, then customize from there. Your practice sets the triggers; if any is detected, the AI escalates immediately.

What if the AI escalates a call that turns out to be routine?

Your on-call staff receive the alert and assess it themselves. Over time you can refine the triggers to reduce false positives. The default deliberately errs on the side of caution, because a false alert is a smaller failure than a missed emergency.

How do our on-call staff receive the alert?

By phone call, text, or push notification, whichever your practice chooses. The alert includes the caller's name, the reason for the call, and the urgent keywords detected, and your clinician can then take the call transfer or handle the callback.

Does the AI handle emergency transfers to 911?

Yes, for the scenarios you configure. For life-threatening emergencies the call can be routed directly to 911 while your on-call staff are alerted at the same time. Your practice defines which situations trigger that.

Can non-urgent callers be given a callback slot without anyone doing it by hand?

Yes. For non-urgent calls the AI captures the issue and the preferred callback time and schedules a slot in your next-day calendar, or routes to an urgent care facility if your rules say so. Your staff review and confirm the next day.