City Clinic is an integrative sports & spine practice — non-surgical musculoskeletal and spine care across three locations: Eastside, Riverpark, and Lakeshore. Patients are seen by providers like Dr. Patel, Dr. Osei, Dr. Marcus Hale, and Dr. Priya Raman, with Paula Rodriguez running the front desk. Sophia is the clinic's AI front desk from Nucleus, answering the phone around the clock so no patient call goes unanswered. The pages that follow walk through every kind of call she handles.
Sophia is City Clinic's AI front desk, available around the clock on the main line. She picks up every call, listens conversationally, and routes each caller to the right outcome — booking an appointment, creating a follow-up task for staff, transferring to a person, or, when a caller describes a medical emergency, directing them to call 911 right away.
She's built on the Nucleus voice AI platform and connected directly to City Clinic's live scheduling and patient records. Every appointment she books shows up in the dashboard the moment the caller hangs up.
Universal behaviors — apply to every call
Proactive AI disclosure. She introduces herself as "Sophia" by name on every call, and lets the caller know they're speaking with an AI and that the call may be recorded. She'll honestly confirm it if asked.
Caller ID from phone. Returning patients are recognized — Sophia opens with "Welcome back" instead of re-collecting everything. She doesn't re-ask for things already on file.
One question at a time. Never stacks questions, never sounds like a phone tree.
Reason for visit first. She asks why the patient is calling before anything else, so the rest of the call is shaped around what they actually need.
Doesn't probe symptoms. She won't ask about pain level or clinical detail unless the patient raises it — that's for the provider, not the front desk.
Honors verbal opt-outs. "Can I just talk to someone?" routes immediately — no second-guessing.
Emergency-aware. If a caller mentions chest pain, trouble breathing, severe bleeding, or signs of a stroke or heart attack, she stops the booking flow and tells them to call 911.
Built for healthcare privacy. Nucleus handles patient information to healthcare privacy standards (HIPAA / PHIPA) — encrypted, access-logged, and never used to invent a clinical answer.
Section 2
Two systems work together
Sophia writes to City Clinic's dashboard — your existing scheduler and patient records. Nucleus runs the voice side. Every appointment Sophia creates is tagged with the call that booked it — so you can open an appointment in the dashboard and hear the recording that produced it.
What lives in City Clinic's dashboard
Patients (with phone, email, coverage notes)
Providers, locations, and their available hours
Appointments — date, time, location, provider, service, status
The clinical services menu
Text history (delivered, queued, failed)
Follow-up tasks and escalations for staff
Call log (with link to recording + transcript)
What Nucleus runs
The phone agent — Sophia, answering around the clock
The live actions she takes: find patient, check availability, book, reschedule, cancel, transfer, create a follow-up task
Guardrails that keep conversations smooth (no double-bookings, no nameless patients, no clinical over-promises)
Recording, transcript, and a full record of what happened on every call
The link between the two: every appointment Sophia creates is tagged as AI-booked, and every call is tied back to the appointment it produced — so you can open an appointment in your dashboard and hear the recording that made it.
Section 3
Services & outcome matrix
Not every call needs the same outcome. Sophia has four paths — she picks the one that matches what the caller actually needs.
Caller wants
Sophia's path
What lands in your dashboard
An appointment new-patient consult, chiropractic, physiotherapy, decompression, massage, and more
Books directly
New appointment, SMS confirmation, live in your dashboard
A special request or human prescriptions, refills, billing questions, anything needing staff
Transfers during open hours; otherwise creates a follow-up task with the call context
Follow-up task saved to your queue, or the call is connected live
Help with a medical emergency chest pain, trouble breathing, stroke or heart-attack signs
Directs the caller to call 911 and flags the call
Call flagged as an emergency for staff awareness
Spam, wrong number, abusive
Polite goodbye and hang-up
Logged for your records — nothing else
4 · Universal opening — greeting & caller ID
Runs on every call before Sophia does anything else. Identifies herself, recognizes returning patients by phone, and listens.
LiveEvery call
What the caller hears
Every call
"Good morning, this is Sophia from City Clinic. How can I help you?"
Returning patient (phone recognized)
"Welcome back." (she knows because the phone number matched a patient on file)
After-hours variant
"Thanks for calling City Clinic, this is Sophia. We're closed right now, but I can book you in for when we're open or pass a message to the team."
Behind the scenes
What runs at call start
The phone number is matched against your patient records before Sophia speaks
The clinic's open/closed status, hours, locations, providers, and the caller's next appointment are loaded into Sophia's context — so she can answer without a lookup pause
Captured in the dashboard
A call log entry with start time, recording, and full transcript — populated automatically when the call ends
5 · The booking flow, step by step
Every appointment Sophia books follows the same calm, one-question-at-a-time path — from "how can I help?" to a confirmed time.
LiveCore
The order she follows
Reason for visit — "What brings you in?"
Day — "What day works for you?"
Location — Eastside, Riverpark, or Lakeshore
Provider — a specific provider, or the first available
Availability — she offers the earliest slot plus one alternative
Phone number — then she looks the patient up
Patient lookup — returning ("Welcome back") or new (collect name + email)
Book — and read the confirmation back
"Anything else?" — then a warm close
What the caller hears
Confirmation read-back
"You're booked for 2 PM on Thursday June 4th at City Clinic – Eastside with Dr. Patel. Please bring your ID and insurance card."
Behind the scenes
Why the order matters
Reason, day, location, and provider are gathered before availability — so the slot she offers is always one that actually fits
She offers the earliest opening plus one alternative, so the patient has a real choice without an endless list
The patient lookup happens after the phone number, so returning patients aren't re-asked for details already on file
Captured in the dashboard
One clean appointment with location, provider, service, date, and time — marked as AI-booked, linked to the call recording
6 · New-patient consult
Sophia takes the reason for the visit, finds a slot, collects the new patient's details, notes their coverage, and books — calmly, one question at a time.
LiveStandard booking
What the caller hears
Reason for visit
"What brings you in to see us?"
Offering times
"The earliest I have is Thursday at 2 PM — or there's Friday morning at 9. Which works better?"
Booked
"You're booked for Thursday June 4th at 2 PM at City Clinic – Eastside with Dr. Patel. Please bring your ID and insurance card."
A representative call — new patient, lower-back pain
Representative transcript — a verbatim recording will be swapped in here later.
Inbound · new patient · booking a first consult
Good morning, this is Sophia from City Clinic. How can I help you?
Hi — I'd like to book an appointment. I've had lower-back pain for about six weeks now.
I'm sorry to hear that — we can definitely get you in for a new-patient consult. What day works for you?
Took the reason for the visit first — didn't probe the pain
Sometime later this week if you can.
Sure. Do you have a location preference — Eastside, Riverpark, or Lakeshore?
Eastside is closest to me.
And is there a provider you'd like to see, or should I book the first available?
First available is fine.
The earliest I have at Eastside is Thursday June 4th at 2 PM with Dr. Patel — or there's Friday at 9 AM. Which works better?
Offered the earliest opening plus one alternative
Thursday at 2 is great.
Perfect. What's the best phone number for you?
It's 555-010-2200.
Thank you. I don't see you in our system yet — can I get your full name and an email for your confirmation?
New patient — collected name and email (Card 18)
Jordan Avery. Email's jordan.avery@example.com. Oh — and I have insurance through my employer, will you take that?
I'll note your coverage on the file and the front desk will confirm the details when you arrive. You're booked for Thursday June 4th at 2 PM at City Clinic – Eastside with Dr. Patel. Please bring your ID and insurance card. Anything else I can help with?
Appointment created · coverage flagged for the front desk
No, that's everything. Thank you.
You're very welcome, Jordan. Take care.
What happens after the call
Appointment lands in your dashboard — date, time, location, provider, service, marked as AI-booked
SMS confirmation goes out to the patient within a second of hang-up
Reminders are queued automatically — 24 hours and 2 hours before
Coverage note is saved to the patient's file for the front desk to verify
Booking confirmation
Within a second of hang-up
City Clinic
Text Message · just now
✅ City Clinic — Confirmed
Jordan Avery
Thu, Jun 4 at 2:00 PM
New-Patient Consult · Dr. Patel
📍 City Clinic – Eastside
240 Eastside Avenue
Please bring your ID & insurance card.
📲 Reply C to confirm
📞 Questions? (555) 010-2200
Appointment reminder
Sent 24 hours & 2 hours before
City Clinic
Text Message · yesterday
⏰ City Clinic — Reminder
Jordan Avery
Tomorrow, Jun 4 at 2:00 PM
New-Patient Consult · Dr. Patel
📍 City Clinic – Eastside
240 Eastside Avenue
Please bring your ID & insurance card.
📲 Reply C to confirm
📞 Questions? (555) 010-2200
Lands in seconds
The text is in the patient's hand before they've put the phone down. No app to download, nothing to install.
Fewer no-shows
Reminders go out 24 hours and 2 hours before — and a patient can reply to confirm, so the schedule stays tight.
Everything in one place
Date, time, provider, location, and the address — plus the reminder to bring ID and an insurance card — all in a single message.
Patient portal
Opens when the link is tapped
City Clinic
Hi Jordan — here's your appointment.
1
Booked
2
Confirmed
3
Checked In
4
In Visit
5
Complete
Appointment Details
DateThu, Jun 4
Time2:00 PM
LocationEastside
ProviderDr. Patel
Visit type
New-Patient Consult
Before your visit
Insurance card
Add a photo or bring it with you
Email for confirmations
you@example.com
Anything we should know?
Notes for your provider…
Behind the scenes
What Sophia did on this call
Took the reason for the visit, then gathered day, location, and provider before offering a time
Offered the earliest opening plus one alternative — a real choice without a long list
Recognized a brand-new caller and collected name + email before booking
Noted the patient's coverage and flagged it for the front desk instead of trying to answer billing herself
Guardrails that kept the call smooth
Didn't ask about pain level or clinical detail — that's the provider's job, not the front desk's
Read the full appointment back before closing, so nothing was assumed
What landed in the dashboard
The new appointment, linked to the call recording and full transcript
The SMS confirmation, saved to the patient's history
7 · Choosing a location
City Clinic has three locations. Sophia asks which one the patient prefers, then only offers times that location actually has open.
LivePre-booking
What the caller hears
Location ask
"Do you have a location preference — Eastside, Riverpark, or Lakeshore?"
If the patient isn't sure
"No problem — what part of town are you in? I'll point you to the closest one."
What lands in the dashboard
The appointment is created at the chosen location
Availability and provider options are filtered to that location automatically
Behind the scenes
Preloaded at call start
The three locations, their addresses, and their hours are loaded into Sophia's context at call start — so she can name them and only offer real openings
8 · Choosing a provider
A patient can ask for a specific provider, or take the first available. Sophia handles both without making it complicated.
LivePre-booking
What the caller hears
Provider ask
"Is there a provider you'd like to see, or should I book the first available?"
Named provider
"Dr. Raman has an opening Friday at 10 — would you like that, or the earliest with any provider?"
What lands in the dashboard
The appointment is assigned to the requested provider, or to whoever has the earliest opening
Behind the scenes
Preloaded at call start
The provider list — including Dr. Patel, Dr. Osei, Dr. Marcus Hale, and Dr. Priya Raman — and their availability are loaded at call start, so Sophia can offer a real name and a real time
9 · Returning patient — recognized by phone
When the caller's number is already on file, Sophia greets them by recognizing them — no re-collecting name or email.
LivePre-booking
What the caller hears
Recognized
"Welcome back. Are you booking for yourself today?"
What lands in the dashboard
The new appointment is linked to the existing patient record — no duplicate created
Behind the scenes
How she knows
The phone number is matched to a patient on file before Sophia speaks — so a returning patient never has to repeat details already saved
10 · Checking availability
Sophia checks the live schedule and offers the earliest opening plus one alternative — a real choice, not an endless list.
LiveBooking
What the caller hears
Two options
"The earliest I have is Thursday at 2 PM — or there's Friday morning at 9. Which works better?"
If neither works
"No problem — what day and time would suit you best? I'll see what's open."
What lands in the dashboard
Nothing until a time is confirmed — this is a read of the live schedule
Behind the scenes
Why earliest plus one
Offering the soonest slot and one alternative gives the patient a genuine choice without overwhelming them — and keeps the call short
11 · The clinical services menu
City Clinic is an integrative sports & spine practice. Sophia books from the clinic's service menu and never invents a treatment or a clinical promise.
The appointment carries the chosen service, so the provider and front desk know exactly what was booked
Behind the scenes
Stays in her lane
If a caller asks for something outside the menu, or asks a clinical question, Sophia creates a follow-up task or transfers — she never invents a treatment, a price, or medical advice
12 · Privacy & consent
Patients are told, up front, that they're speaking with an AI and that the call may be recorded. The whole system is built for healthcare privacy.
LiveProcedure highlight
What the caller hears
Disclosure & recording
"Just so you know, I'm City Clinic's AI assistant, and this call may be recorded for quality and your records."
Why it matters
Patients always know they're talking to an AI — Sophia never pretends to be a person
The platform from Nucleus is built to healthcare privacy standards (HIPAA / PHIPA)
Patient information is only used to help with the call in front of her — never to invent a clinical answer
Behind the scenes
Consent on every call
The disclosure and recording notice run as part of the opening, so consent is captured before any patient detail is collected
13 · Encryption & audit
Patient information is encrypted in transit and at rest, and every access to a patient record is logged — so there's always a record of who saw what.
LiveProcedure highlight
What Nucleus does
Patient information is encrypted in transit and at rest
Every access to a patient record is logged — a complete, reviewable trail
Recordings and transcripts are kept against the right patient, available to your team and no one else
Behind the scenes
Built in, not bolted on
Encryption and access logging apply to everything Sophia touches — bookings, notes, messages, and call records alike
14 · SMS confirmation & reminders
After every booking, the platform texts the patient a confirmation — and follows up with automated reminders so fewer appointments slip.
LiveProcedure highlight
What the confirmation includes
The patient's name, the date and time, and the provider
The location and its address
A confirmation instruction — patients can reply to confirm
The clinic phone number for any questions
Reminders
An automated reminder goes out 24 hours before the visit
A second goes out 2 hours before
Both invite a reply to confirm — fewer no-shows, a tighter schedule
Behind the scenes
Automatic, every time
The confirmation lands within a second of hang-up; the reminders are queued the moment the appointment is booked — no one has to remember to send them
15 · Insurance, personal injury & self-pay
Sophia can note a patient's coverage and flag personal-injury or self-pay for the front desk — without trying to answer billing questions herself.
LiveProcedure highlight
What the caller hears
Insurance mentioned
"I'll note your coverage on your file, and the front desk will confirm the details when you arrive."
Personal injury / self-pay
"I'll flag this as a personal-injury visit so our front desk can take care of the paperwork with you."
What lands in the dashboard
A coverage note on the patient's file (insurance, personal injury, or self-pay)
The visit is flagged so Paula Rodriguez and the front desk can verify before the appointment
Behind the scenes
Notes, doesn't quote
Sophia captures coverage so nothing is lost, but she never quotes a copay, an out-of-pocket amount, or confirms what a plan covers — those go to the front desk
16 · Multiple concerns in one visit
When a patient mentions more than one thing — say back pain plus a sore shoulder — Sophia books a single visit and lets the provider sort out the plan.
LiveStandard booking
What the caller hears
Keeping it to one visit
"I'll book you a consult and note both concerns so your provider can go through them with you. Does Thursday at 2 still work?"
What lands in the dashboard
One appointment, with both concerns captured in the visit note
The provider decides the plan — Sophia doesn't try to triage or prioritize symptoms
17 · Emergency triage — call 911
If a caller describes a medical emergency, Sophia stops the booking flow immediately and tells them to call 911 — then flags the call for staff.
LiveSafety
What the caller hears
Emergency signs
"This sounds like a medical emergency. Please call 911 right away."
What triggers it
Chest pain · trouble breathing · severe bleeding
Signs of a stroke or heart attack
What lands in the dashboard
The call is flagged as an emergency, so staff are aware it came in
Behind the scenes
Safety comes first
The emergency branch overrides everything — Sophia won't keep collecting booking details once an emergency is mentioned; she directs the caller to 911 and flags it
18 · New patient — name & email gate
When a caller's number isn't on file, Sophia collects a full name and an email before booking — and she will not create a nameless patient. If she can't get a name, she re-asks instead of saving "Unknown."
LiveNew patient
What the caller hears
First ask
"I don't see you in our system yet — can I get your full name?"
Then email
"Thank you — and an email for your confirmation?"
If the caller deflects
"I just need a name for the appointment — what should I put down?"
What lands in the dashboard
New patient record created with name, phone, and email
Linked to the new appointment automatically
If no name ever surfaces: nothing is saved, no appointment booked — the caller is asked once more, then routed to a person
Behind the scenes
Two-layer safety net
Conversationally: collecting a name is the first thing Sophia does with a new caller before booking
Underneath: if a booking ever tries to commit without a name, the system blocks it and re-asks — no nameless patients in your dashboard, ever
19 · The booking confirmation
Before she closes, Sophia reads the whole appointment back and reminds the patient what to bring — so nothing is assumed and nothing is missed.
LiveBooking
What the caller hears
Read-back
"You're booked for 2 PM on Thursday June 4th at City Clinic – Eastside with Dr. Patel. Please bring your ID and insurance card."
Close
"Anything else I can help with?" → "Take care."
What lands in the dashboard
The confirmed appointment — date, time, location, provider, service — marked as AI-booked
The SMS confirmation, sent and saved to the patient's history
Behind the scenes
Confirm, then close
The full read-back is the last step before "Anything else?" — so the patient hears every detail and can correct anything on the spot
The "bring your ID and insurance card" reminder is part of every confirmation
20 · "When's my appointment?"
Patients forget. Sophia looks up their next upcoming appointment from the live schedule and reads it back in plain English.
LiveLookup
What the caller hears
Single upcoming appointment
"You've got one coming up — Thursday June 4th at 2 PM at Eastside with Dr. Patel. Anything else I can help with?"
Multiple upcoming
"You've got two coming up — Thursday at 2 with Dr. Patel, and the following Monday at 10 with Dr. Raman. Which one are you asking about?"
Nothing scheduled
"I don't see anything booked for you right now — would you like to set something up?"
What lands in the dashboard
Nothing — this is read-only. The call log records the lookup.
Behind the scenes
Data preloaded at call start
The patient's next confirmed appointment is loaded the moment the call connects — so Sophia can answer "when's my appointment?" without a lookup pause
If there are several upcoming, she pulls the full list on demand
This is the same data that lets the reschedule flow (Card 21) work without re-asking which appointment
21 · Reschedule
Moving an existing appointment to a new time. The same appointment is updated in place — no duplicate created, no orphan left behind.
LiveLookup + write
What the caller hears
New slot offer
"I have an opening on Monday June 8th at 9 AM — does that work?"
Done
"Done — your appointment with Dr. Patel is moved to Monday June 8th at 9 AM at Eastside."
A representative call — returning patient moves her visit and asks about coverage
Representative transcript — a verbatim recording will be swapped in here later.
Inbound · returning patient · wants to move an existing appointment
Good morning, this is Sophia from City Clinic. How can I help you?
Hi, I need to move my appointment this week — and I had a quick insurance question.
Welcome back. Let me pull that up — I have you down for Thursday June 4th at 2 PM at Eastside with Dr. Patel. Is that the one you'd like to move?
Recognized the patient and loaded the existing appointment
Yes, that one. Can we do Monday instead?
I have an opening on Monday June 8th at 9 AM with Dr. Patel — does that work?
New slot found in about a second
Perfect. And do you take my insurance? It's through my employer.
I'll note your coverage on your file, and our front desk will confirm the details with you when you arrive. Let me update that appointment for you. Done — you're moved to Monday June 8th at 9 AM at Eastside with Dr. Patel.
Same appointment updated in place · coverage flagged for the front desk
Great, thank you.
You're welcome — take care.
What lands in the dashboard
Same appointment, updated in place:
Before: Thu Jun 4 · 2:00 PM · Eastside · Dr. Patel
After: Mon Jun 8 · 9:00 AM · Eastside · Dr. Patel
One appointment, no duplicate. Still marked as AI-booked.
A coverage note added to the patient's file for the front desk to verify.
Behind the scenes
How Sophia knows which appointment to move
Loaded up front: the patient's upcoming appointment is already in Sophia's context when the call connects — so she can move it without re-asking which one
Updated in place: the same appointment is edited — no new entry, no leftover orphan
Stays in her lane: she captured the insurance question as a coverage note rather than trying to answer it herself
22 · Cancel
Verbal confirmation, status change. Sophia won't cancel without the patient explicitly saying "yes, cancel it."
LiveLookup + write
What the caller hears
Confirming before cancel
"Just to confirm — you'd like me to cancel your Thursday 2 PM appointment with Dr. Patel. Is that right?"
Done
"Done — that one's cancelled. Would you like to book a different time?"
What lands in the dashboard
Appointment status moves to cancelled
Tagged as cancelled by the AI agent (not by the front desk)
Slot freed up — visible in the next caller's availability search
23 · Prescriptions, refills & special requests
Prescription and refill questions, and anything that needs a clinician's judgment, aren't something the front desk answers. Sophia creates a follow-up task with the call context so the right person handles it.
LiveEscalation
What the caller hears
Refill question
"I can't make changes to prescriptions myself, but I'll pass this to the team with your details and they'll follow up with you."
Special request
"Let me note that for the front desk so the right person can take care of it."
What lands in the dashboard
A follow-up task with the patient's name, number, and what they asked for
The call recording + transcript attached for context
Behind the scenes
Never improvises clinical answers
Sophia doesn't answer prescription, dosage, or clinical questions — she routes them to a person every time, with the full context already captured
24 · Hours / address / general info
"When are you open?" "Where are you?" — Sophia answers from a preloaded snapshot of the clinic's locations and hours.
LiveInfo-only
What the caller hears
Hours
"We're open Monday through Friday, 9 to 5."
Locations
"We have three locations — Eastside, Riverpark, and Lakeshore. Which is closest to you?"
Address
"Our Eastside location is at 240 Eastside Avenue. Would you like me to book you in there?"
25 · Transfer to staff
Patient asks for a person, or the request needs a human. Sophia transfers during open hours; after hours she creates a follow-up task instead (Card 26).
LiveRouting
When she transfers
Patient-initiated: "Can I talk to someone?" / "I want a person."
Needs a human: billing, prescriptions, or anything outside the booking flow
Front desk: coverage and personal-injury paperwork goes to Paula Rodriguez and the team
What the caller hears
Open hours, going to transfer
"Let me connect you with our front desk — one moment."
Transfer rang but nobody picked up
"It looks like the desk is busy right now — may I take a message and have someone call you back?"
What lands in the dashboard
The call log records the transfer + result (connected / no-pickup)
If no-pickup → a follow-up task is created (Card 26)
Behind the scenes
Two-step transfer
First, Sophia verifies the clinic is open AND a staff member is actually reachable — before promising the caller anything
If nobody picks up, the call comes back to Sophia
From there, she falls back to a follow-up task (Card 26) so the patient is never stranded
26 · Take a message / follow-up task
After hours, on no-pickup, or whenever Sophia can't help directly — she creates a follow-up task for staff that's waiting when they're back at the desk.
LiveAfter-hours / fallback
What the caller hears
After-hours framing
"We're closed right now — but I can take a message and someone will get back to you first thing tomorrow."
Collecting the details
"What would you like me to pass along?" → "And the best number to reach you back at?"
What lands in the dashboard
A follow-up task with the caller's name + phone + the request + a topic (auto-classified)
Shown as a new task in the staff queue
The call recording + transcript attached for context
27 · "Are you AI?"
Sophia is honest. She doesn't pretend to be a human, and she doesn't act offended when asked.
LiveEdge
What the caller hears
Direct question
"Yes — I'm City Clinic's AI front desk. I can help you book, check or move an appointment, or pass you to our team. What can I do for you?"
28 · Spam, wrong number, abusive caller
Telemarketers, robocalls, hostile callers — Sophia keeps it brief and polite, then ends the call. No transfer, no task, no interrupting the team.
LiveEdge
What the caller hears
Wrong number
"No problem — it sounds like you might have the wrong number. Take care."
Telemarketer / robocall
"We're not interested — thank you. Goodbye."
Abusive
"I'm going to end this call now. Goodbye." → hangup
What lands in the dashboard
Call log only — no appointment, no task, no transfer
Section 4
The dashboard — your live view of everything
Sophia is one half of the platform. The dashboard is the other half: a single place to manage appointments, patients, communications, services, tasks, and analytics. Everything she does on a call lands here in real time, and your team can edit anything from anywhere.
Appointments calendar. Day, week, or month view. Filter by provider or location, or see them all at once. Drag to reschedule. Open any appointment to view the full detail, change the provider, add a note, or read the call transcript that booked it.
Open any appointment in place
Open any appointment from the calendar, the patient's record, or the call log. Change the provider, location, time, service, or visit note. Every change syncs across the platform.
Patients
Searchable patient list with full contact details, appointment history, and coverage notes — including any personal-injury or self-pay flags Sophia captured on the call.
Calls — recorded, transcribed, summarized
Every call Sophia handles is recorded, transcribed, and summarized. Filter by inbound/outbound, patient, or outcome. Listen back, read the transcript, and jump straight to the appointment she booked.
Text history per patient
Every message the platform sends — confirmations, the 24-hour and 2-hour reminders, and any follow-ups — saved against the right patient, with delivery status.
Messages & outreach
Reach filtered patient lists with reminders and follow-ups. Automated touches — confirmation, reminders, and post-visit check-ins — run on their own schedule, so no one has to send them by hand.
Services & providers
One place to manage every service Sophia can book — name, duration, and the providers who offer it. Add a service or adjust a provider's hours, and it's reflected on the very next call.
Analytics
Bookings by provider, by location, by source. Compare day / week / month / 90 days. See how many appointments the AI front desk is capturing versus bookings made at the desk.
Tasks & escalations
Every follow-up task Sophia creates — refill questions, special requests, after-hours messages, flagged emergencies — waiting in one queue, each with the patient's details and the call recording attached.
Edit your hours, locations, providers, or services in the same dashboard — Sophia reads from the same data, so she's always offering today's real openings, respecting each location's hours, and only booking providers who are actually available.
