Urgent Call Handling

What you'll learn: How the Voice AI handles urgent situations and escalates calls when necessary.

Recognizing Urgent Situations

The AI is trained to recognize urgent calls:

• Medical emergencies
• Severe symptoms mentioned
• Caller distress
• Safety concerns

Emergency Protocol

When an emergency is detected:

1. The AI acknowledges the urgency
2. It advises appropriate action (like calling 911)
3. It may transfer to emergency services if configured
4. It ensures the caller knows what to do

What Counts as Urgent

Medical Emergencies

• Chest pain
• Difficulty breathing
• Severe injuries
• Signs of stroke

Safety Concerns

• Threats to safety
• Crisis situations
• Caller in distress

Non-Emergency Urgent Calls

Some calls are urgent but not emergencies:

• Need to speak to a provider today
• Time-sensitive questions
• Same-day appointment needs

For these:

• The AI helps as much as possible
• Offers to take a message for callback
• Notes the urgency for your team

Transfer Options

If configured, urgent calls may:

• Transfer to an on-call number
• Connect to an answering service
• Route to a designated staff member

After-Hours Urgent Calls

During closed hours:

• The AI still recognizes urgency
• Provides emergency guidance
• Takes messages for first-thing callbacks
• Never leaves a caller without direction

Your Responsibilities

While the AI helps with urgent calls:

• Set up clear escalation paths
• Ensure transfer numbers are current
• Have on-call coverage when needed
• Review urgent call records promptly

Training the AI for Your Practice

Customize urgent handling by:

• Defining what's urgent for your practice type
• Setting up transfer numbers
• Providing specific instructions
• Working with support on special cases

Reviewing Urgent Calls

Give urgent calls extra attention:

• Review recordings and transcripts
• Follow up on any issues
• Ensure proper handling occurred
• Learn from any problems

Peace of Mind

The AI provides:

• 24/7 coverage for urgent calls
• Consistent emergency guidance
• Documentation of all urgent interactions
• Connection to human help when needed

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