Documentation/Communications/Communications Overview

Communications Overview

What you'll learn: How the communications section works, what metrics are tracked, and how to analyze your practice's communication patterns.

Accessing Communications

  1. Click Communications (or Comms) in the navigation
  2. The analytics dashboard opens

What Communications Tracks

The communications section monitors all interactions with patients:

Phone Calls

  • Calls handled by your AI phone assistant
  • Call outcomes and durations
  • Appointments booked from calls

Emails

  • Outgoing emails sent from the system
  • Internal team communications
  • External patient communications

Text Messages

  • SMS messages when enabled
  • Message counts and status

The Analytics Dashboard

The main view shows aggregate statistics about your communications:

Primary Metrics

  • Total calls — All calls in the selected period
  • Completed calls — Successfully handled calls
  • Appointments set — Bookings made from calls
  • Emails sent — Total email communications

Performance Indicators

  • Completion rate — Percentage of successful calls
  • Call-to-appointment rate — How often calls result in bookings
  • Average call duration — Typical call length

Date Range Selection

Filter data by time period:

  1. Find the date selectors at the top
  2. Choose a start date
  3. Choose an end date
  4. Click Refresh to update the data

Common ranges:

  • Last 7 days
  • Last 30 days
  • Last 90 days (default)
  • Custom date range

Refreshing Data

To get the latest information:

  1. Click the Refresh button
  2. Data updates with current numbers
  3. "Last updated" shows when data was retrieved

Privacy Considerations

The analytics dashboard shows aggregate numbers only:

  • Individual call details are not displayed on the main view
  • Patient names and phone numbers are protected
  • Detailed records require additional access

This design maintains privacy while providing useful insights.

Quick Summary Panel

The Period Summary shows:

  • Selected date range
  • Total communications count
  • Conversion rates
  • Top calling regions

From the main analytics view:

  • Click sections to drill down into details
  • Use filters to narrow the data
  • Access email lists for detailed records

Next: Call Analytics | Previous: AI-Booked Appointments