Every call Ira handles follows a consistent flow designed to feel natural to the patient and keep your practice informed.
Call Flow
Ira answers the call with your practice greeting.
Ira asks how she can help and identifies whether the caller is a returning or new patient.
For returning patients, Ira checks the incoming phone number first, then asks for name and date of birth if needed.
Ira performs the supported action: book, reschedule, cancel, confirm, answer a knowledge base question, update contact details, or take a message.
A summary and transcript appear in the Inbox after the call.
When Ira Transfers
Dental emergencies or clinical questions that require staff judgment.
Billing, insurance disputes, prescription requests, or anything outside Ira's configured scope.
Any caller who explicitly wants to speak with a person.
If the PMS Is Unavailable
Ira can still answer calls and use the knowledge base, but she does not guess schedule or patient details. If a PMS action is unavailable, she takes a message and routes the follow-up to staff.