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Missed calls

Every call the clinic did not answer, with a status until it is dealt with.

Where to find itMenuMissed Calls
StaffAdministrators

Missed calls are the most expensive thing a clinic loses, because the caller has already decided to act. This page lists calls that were not answered or were dropped, matched to a patient where possible, with a contact status so a call is only removed from the list once someone has dealt with it.

What you can do here

  • See missed and dropped calls with the number that called
  • See which patient the number belongs to, when it is known
  • See the reason the call ended
  • Set a contact status per call and record when it was resolved
  • Filter by status to work a queue
  • See who the call is assigned to and any linked task

What appears here

  • The calling number and the direction of the call
  • Why the call ended, so a dropped call is distinguishable from an unanswered one
  • The matched patient with name and email, where the number is recognised
  • Who the call is assigned to, and a task if one was created
  • When the call came in

Note

Calls handled by the AI voice agent are included, so a call the agent could not complete still reaches a human.

Working the list

  1. 1

    Filter to pending

    That is your queue.

  2. 2

    Open the patient if the number is matched

    You then have their history before you call back — the difference between a cold callback and a useful one.

  3. 3

    Call back

    For unmatched numbers, treat it as a new enquiry: create the patient, and create a deal if there is interest.

  4. 4

    Set the status

    Marking a call as anything other than pending stamps it with the time it was resolved and takes it out of the queue.

Using it as a discipline

  • Clear the list at fixed times — mid-morning and late afternoon work well
  • A number that appears repeatedly is a patient trying to reach you: prioritise it
  • Missed calls clustering at particular hours is a staffing signal, not a bad-luck signal
  • Where callbacks cannot be done quickly, let an AI agent call back and book

Tip

Create a workflow that opens a task for every missed call. Statuses get forgotten; tasks with owners do not.

Related pages

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