A caller says Concierge could not book them, gave them a number to ring, or promised a callback. Whenever Concierge cannot finish a request itself, it logs the request for the team rather than guessing. Nothing is lost; it is waiting on the Concierge page.
Check these first
- Open the Reception queue. Go to the Concierge page (labelled Enquiries in the Reception workspace). The "Reception queue" section lists each request with a type: Booking request, Reschedule, Cancellation, New patient, Callback, Message or Admin. Each row shows the caller's phone number, a summary of what they wanted and when they called. If it says "Nothing waiting", the request was completed on the call.
- Look at the conversation. "Recent conversations" shows each call with a status of Active, Completed, Abandoned or Handed off. A Handed off call is one where Concierge passed the caller to a person.
- Work out why it stopped. The usual reasons are: the appointment type or clinician is not ticked under Settings, Concierge; the clinician has no rota; no time fitted the booking window and minimum notice; the treatment asked about is not approved and ticked for Concierge, so no price was given; or a potentially clinical topic came up, which pauses booking, rescheduling and cancelling for the rest of that call.
- Check the numbers callers are given. Under Settings, Concierge, "Handoff number (given to callers who need a person)" is the number Concierge reads out. If it is blank, Concierge tells the caller the team will take over and offers a callback instead. "Callback number (where the team rings from)" is shown at the top of the queue so staff ring from the right line.
- Check whether the caller was identified. Concierge verifies existing patients by full name and date of birth. If it could not, it may have created a New patient request or a provisional record, which then appears on the Welcome page for registration.
What happens next
Press "Acknowledge" on a row to mark it Seen so colleagues know it is in hand. Ring or message the caller, complete the booking or change in the Diary, then press "Done"; you can add a short note of what was done.
Still stuck
Tell the Maxillo team the caller's name, the time of the call and the request type shown in the queue. Do not send the conversation transcript.