Aliice
Sign in

AI voice agents

Let an AI answer or place calls, and make sure a human picks up what it cannot.

Where to find itMenuAI Agents
AdministratorsStaff

AI voice agents take calls the clinic cannot answer and place outbound calls triggered by workflows. The important half of the module is what happens afterwards: dropped and unresolved calls are listed with a status and an assigned owner, and can be distributed around the team automatically.

What you can do here

  • Have an AI agent handle calls, including booking
  • Trigger outbound AI calls from workflows
  • See every agent call with its outcome
  • Track dropped calls through to resolution
  • Assign follow-up to staff, including round-robin distribution
  • Read transcripts and captured data

What the agents do

  • Answer calls when the clinic cannot, and take the details rather than losing the enquiry
  • Book appointments into real availability, using the same free slots as the online booking page
  • Place outbound calls when a workflow asks for one — for example following up an unconverted enquiry
  • Capture what the caller wanted, so a human callback starts from context

Note

Calls handled by an agent appear in the communication logs with their transcript and extracted data, and leads produced by them appear under Lead Import › Aliice Calls.

Dropped calls

Calls the agent could not complete are listed with the calling number, the matched patient where known, the reason, who it is assigned to and a status.

  1. 1

    Filter to pending

  2. 2

    Open the linked patient if there is one

    You then know their history before calling.

  3. 3

    Call back and set the status

    The queue only works if statuses are kept honest.

StatusMeaning
PendingNobody has dealt with it yet — this is the queue.
ContactedSomeone has reached the caller.
ResolvedDealt with; nothing further needed.
No answerCallback attempted, nobody answered.
InvalidNot a real enquiry — wrong number, silent call, spam.

Assigning follow-up

Follow-up can be assigned explicitly, or distributed around a rota so no single person absorbs every callback.

  • Round-robin distributes calls across the users you nominate
  • The rota shows how many assignments each user has taken and when they last received one
  • Unassigned calls are visible as such, so they are not silently ignored

Tip

Round-robin only works if the rota reflects who is actually working. Review it when the team changes.

Agent call logs

  • Every agent call is logged with its outcome
  • Open a call to see the detail behind it
  • Combine with the communication logs to read the full transcript
  • Where the caller became a patient, the call is attached to their record

Using agents well

  • Treat the agent as a receptionist that never sleeps, not as a replacement for one
  • Review transcripts weekly at first — the wording of the agent's instructions is what determines its quality
  • Make sure dropped calls have an owner; an unattended queue is worse than no agent
  • Tell callers they are speaking to an assistant, and let them ask for a human

Important

Calls may be recorded and transcribed. Follow the disclosure and consent requirements that apply to your clinic.

Related pages

Last updated September 2025. Screens may differ slightly depending on your plan and role.