Scheduling requests
Healthcare scheduling requests left in voicemail, routed by Victoria AI
Victoria AI is MedReception's voicemail assistant. It does not book appointments. It makes sure every booking, reschedule and cancellation request a patient leaves in voicemail is transcribed, summarized and in front of the person who books, instead of waiting in a mailbox.
Full transcript
Each message transcribed in full, so the dates, times and names the patient gave are in writing.
Readable summary
The request up front: who called, what they want and how to reach them.
Routed request
In MedReception Studio the message becomes an appointment request routed to whoever handles scheduling.
Why scheduling requests end up in voicemail
Patients call to book, move or cancel appointments at every hour of the day, and many of those calls arrive when the front desk is on another line, checking in a patient, or closed. The caller leaves a message, and the request now depends on someone finding time to work through the mailbox.
Scheduling messages lose their value fastest. A cancellation is an open slot only if someone sees it before the slot passes, and a reschedule request that waits until the afternoon can turn into a no-show or a frustrated second call.
What Victoria AI does with a scheduling voicemail
Victoria answers your practice's voicemail line and takes the message. It transcribes the message in full, writes a short, readable summary, and delivers both instantly to the destinations you choose: an individual inbox, a shared team email, a Slack channel, or the MedReception portal.
- •The full transcript keeps the exact dates, times and provider names the patient said
- •The summary puts the request first, so staff can tell a cancellation from a new booking without opening the transcript
- •Separate mailboxes for each location or department, with unlimited mailboxes at no extra charge
- •HIPAA-compliant handling, third-party verified
In MedReception Studio, a voicemail becomes a routed request
In MedReception Studio, each voicemail also becomes an Action, and Victoria recognizes the request type. A patient asking to change an appointment is filed as an appointment request and routed to the person on your team who handles appointments, rather than left in a general inbox for someone to sort.
Because the request type is recognized, scheduling messages can go to schedulers while refill requests and general messages go to whoever owns those. Voicemail minutes in Studio are not billed as agent minutes.
Who books the appointment
Victoria's job ends when the request is in the right hands. The booking itself is done by your scheduling team, or by the MedReception agent built for that job. Sallie AI handles outbound scheduling such as rescheduling no-shows, recalls and confirmations. Katie AI answers live front-desk calls and can book or route a caller while they are still on the line, so fewer scheduling requests become voicemail in the first place.
Victoria's job, and who does the rest
Victoria AI handles voicemail. These MedReception agents cover the jobs around it.
- Katie AI: live front-desk callsAnswers inbound calls as they come in, captures what the caller needs, and books or routes them.
- Annie AI: after-hours callsAfter-hours answering that captures messages and escalates urgent calls.
- Sallie AI: outbound schedulingReschedules no-shows, runs recalls and confirmations, and fills openings from a waitlist.
- Bailey AI: patient intakeCollects intake information, insurance details, paperwork and referral data before the visit.
Frequently Asked Questions
Does Victoria AI book appointments?
No. Victoria AI is MedReception's voicemail assistant. It transcribes and summarizes each voicemail and delivers it, and in MedReception Studio it files scheduling messages as appointment requests routed to the right person. Your team books the appointment, or Sallie AI handles outbound scheduling such as reschedules and recalls. For live callers, Katie AI answers at the front desk.
How does Victoria know a voicemail is a scheduling request?
In MedReception Studio, Victoria recognizes the request type from what the caller said. A request to change an appointment, for example, becomes an appointment request and is routed to the person who handles appointments. The summary also states the request up front, so staff can sort messages at a glance.
Where are scheduling voicemails delivered?
Wherever your team already works: an individual inbox, a shared team email, a Slack channel, or the MedReception portal. Different locations or departments can each have their own mailbox; mailboxes are unlimited at no extra charge.
Is Victoria AI HIPAA-compliant?
Yes. Victoria AI is HIPAA-compliant, and that compliance is third-party verified.
More Victoria AI guides
- Victoria AI overviewThe voicemail assistant: summaries, full transcripts, delivery and mailboxes.
- Patient intake voicemailsCapturing new-patient and referral messages, and where Bailey AI takes over intake.
- Victoria AI for medical receptionTaking the listening and note-writing out of the reception team's voicemail.
- Victoria AI vs traditional receptionStaff-checked voicemail and Victoria AI side by side, including what stays with your team.
- Victoria AI implementation guideForwarding or porting the voicemail line, choosing destinations, and mapping request types.
Stop listening to voicemail
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