Getting started
Victoria AI implementation guide: setting up your AI voicemail assistant
Setting up Victoria AI is mostly a phone and routing exercise. You decide which calls reach voicemail, where each message should be delivered, and which request types go to which person. This guide walks through those decisions in order.
Your number
Keep the number patients dial: forward the voicemail path to Victoria, or port the line to MedReception.
Your destinations
Inbox, team email, Slack or the MedReception portal, chosen for each mailbox.
Your routing
In MedReception Studio, request types mapped to the people who handle them.
Setup, step by step
Each step is a decision your practice makes once. Nothing here requires changing how patients reach you.
Decide which calls reach Victoria
Start with the calls that end in voicemail today: calls nobody picks up, calls that arrive while the line is busy, and calls after hours. Calls your staff or your AI receptionist transfer to voicemail can go to Victoria the same way.
Forward or port the voicemail line
Forwarding is the lighter option: your phone system keeps the number and sends the voicemail path to the line Victoria answers. If you would rather MedReception hold the voicemail number itself, the line can be ported instead. Either way, patients keep dialing the number they already know.
Set up your mailboxes
Decide whether one mailbox is enough or whether each location, department or provider group should have its own. Mailboxes are unlimited at no extra charge, so the structure can follow how your practice actually divides the work.
Choose delivery destinations
For each mailbox, choose where the transcript and summary go: an individual inbox, a shared team email, a Slack channel, or the MedReception portal. Delivery is instant, so choose destinations someone is watching during the day.
Map request types to people
In MedReception Studio, each voicemail becomes an Action and Victoria recognizes the request type. Map each type to the person or team who handles it, for example appointment requests to scheduling, prescription refill requests to clinical staff, and general messages to the front desk. A change-appointment message then arrives as an appointment request with the right person instead of in a shared pile.
Review the greeting, then test
Review the greeting callers hear, then call the line and leave a test message of each type. Confirm that the transcript, the summary, the request type and the delivery destination are all what you expect before you move live calls over.
What does not change
Your staff still return calls and make the decisions; Victoria removes the listening, replaying and note-writing. Patients keep calling the number they know. In MedReception Studio, voicemail minutes are not billed as agent minutes, so sending more calls to voicemail does not use up agent minutes.
Adding the rest of the MedReception suite
Victoria handles voicemail. If you also want live calls answered, Katie AI covers the front desk and Annie AI covers after hours. Sallie AI handles outbound scheduling and Bailey AI handles patient intake. Each is a separate product, so you can start with the one that solves today's problem.
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
Do we have to change our phone number or carrier?
The number patients dial does not need to change. Forwarding the voicemail path from your existing phone system is the usual route; porting the line to MedReception is an option if you prefer MedReception to hold the number.
Does Victoria AI need an EHR integration?
No EHR connection is needed for Victoria to transcribe, summarize and deliver messages. Messages go to the inboxes, team emails, Slack channels or MedReception portal you choose.
How many mailboxes can we set up?
As many as you need. Victoria AI supports unlimited mailboxes at no extra charge, so each location or department can have its own.
Does voicemail use our agent minutes?
In MedReception Studio, no. Voicemail minutes are not billed as agent minutes.
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.
- Scheduling requests left in voicemailHow Victoria turns booking, reschedule and cancellation messages into routed requests.
- 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.
Stop listening to voicemail
See how Victoria AI transcribes, summarizes and delivers your practice's voicemail.
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