Concierge is a receptionist, not a dentist. Anything clinical, anything complex, and anything it cannot complete goes to a person: either straight through to the practice, or into the Reception queue for a callback.
Before you start
Under Settings → Concierge, set two numbers:
- Handoff number (given to callers who need a person). This is the line Concierge transfers to.
- Callback number (where the team rings from). This is shown at the top of the queue so callers know which number to expect.
Steps
- When a caller describes symptoms, pain, swelling, bleeding, an injury, medication questions or problems after treatment, Concierge acknowledges kindly, makes no clinical comment, and hands the call over.
- With a Handoff number set, the caller hears "Putting you through to the team now" and the call is transferred. Without one, Concierge says the team will take over and offers a callback if they cannot hold.
- Once a clinical topic has come up, Concierge stops booking, changing or cancelling for the rest of that call and routes to a person instead.
- When Concierge understands an ordinary request but cannot complete it, it logs the request in the caller's words and tells them it is with the reception team.
- Reception opens the Concierge page. The Reception queue lists each item with a label: Booking request, Reschedule, Cancellation, New patient, Callback, Message or Admin, plus the caller's name and number.
- Items from a conversation with a clinical topic carry a red Review first badge. Deal with these first.
- Click Acknowledge to show colleagues you have it; the item then shows Seen.
- When dealt with, click Done and note what was done if asked. Click Dismiss for anything that needs no action.
What happens next
- Handed-off conversations show Handed off under Recent conversations, with the reason.
- Done and dismissed items leave the queue. Their outcome is kept on the record.
- Callers who failed verification three times get a callback item explaining that identification failed.
- Callers who were not verified are badged unverified; new callers registered during the call are badged provisional. Verify them before discussing appointment details.
Common problems
- Concierge did not transfer the call — no Handoff number is set. Add one and click Save Concierge settings.
- The queue is empty but a caller says they left a message — check the Concierge page for the right practice, and look under Recent conversations for the call.
- An item was closed by mistake — the call is still listed under Recent conversations. Open it to read the Transcript and contact the caller.