Introduction
The purpose of the AI automated call feature is to use artificial intelligence to request telephone confirmation from patients regarding their booked appointments. The system automatically calls patients, and an AI assistant (Eszter) converses with them to get feedback on whether they can attend the examination.
The system operates on a campaign basis, allowing you to define different calling rules for various specialties, doctors, or services. Call scheduling, retry management, and result tracking are all performed on a single interface, the administration panel.
Accessing the Feature
Automated call management is available in the left-side menu of the administration interface, under the Outgoing AI Calls menu item. The menu includes the following subpages:
Overview — Daily statistics and quick actions.
Calls — A detailed list of all calls.
Campaigns — Creating and managing campaigns.
Blacklist — Managing excluded phone numbers.
Overview (Dashboard)
The Overview page shows daily calling statistics in real-time. On this page, you can quickly review the current status of the system.
Key Indicators
The cards appearing at the top of the page summarize the following data:
Total calls — The total number of calls initiated on the given day.
Confirmed — The number of appointments successfully confirmed by the patient.
In progress — The number of active calls currently taking place.
Intervention needed — Calls where the patient requested human assistance or the system could not handle the situation.
To be recalled — Calls waiting for a scheduled retry.
Success Rate
A pie chart shows the daily success rate as a percentage (e.g., 67%).
Weekly Trends
The "Calls in the last 7 days" bar chart shows the distribution of call results broken down by day.
Quick Actions
The following quick buttons allow you to directly access the most important tasks:
Require intervention — A filtered list of calls waiting for manual intervention.
To be recalled — Calls scheduled for a retry.
New campaign — Navigates directly to the campaign creation form.
Managing Calls
Under the Calls menu item, you can view a detailed list of all past and current calls.
Filtering Options
Using the filter buttons at the top of the list, you can narrow down the displayed calls by status:
Pending — The call has not started yet.
In progress — The call is currently taking place.
Confirmed — The patient confirmed their attendance.
Cancelled — The patient cancelled the appointment.
Recall scheduled — An automatic retry is set.
Intervention required — The call requires human handling.
Did not pick up — The patient did not answer the phone.
Error / API error — A technical error occurred during the call.
Call List Table
Column | Description |
Status | Color-coded status indicator (green = confirmed, red = intervention required, etc.) |
Patient name / Phone number | Data of the called patient |
Service / Doctor | Type of booked examination and the name of the treating physician |
Appointment | Planned time of the examination |
Call time | Exact time the call was initiated |
Attempt | Current attempt number compared to the maximum (e.g., 1/3) |
Actions | View icon to open call details |
Viewing Call Details
Clicking the eye icon in the Actions column opens the Call Details window, which contains the following information:
Patient and appointment data — Full details of the booking associated with the call.
Audio recording — The entire conversation can be listened back to with the built-in player.
Conversation transcript — A text transcript of the call, where the AI assistant (Eszter) and the patient's responses appear in chronological order.
Action buttons: Start recall (manually restarts the call), View booking (opens the data sheet of the associated booking), Close (closes the details window).
Managing Campaigns
Under the Campaigns menu item, you can create, edit, and manage calling campaigns.
Campaign List
Column | Description |
Campaign name | The specified name of the campaign |
Type | The type of campaign (e.g., Recurring) |
Status | Active/Inactive status indicator |
Calls (today) | Number of calls generated by the campaign on that day |
Success | The current success rate of the campaign |
Using the Active toggle, any campaign can be turned on or off immediately.
Creating a New Campaign
To create a new campaign, click the New Campaign button. The form consists of four main parts:
1. Basic Data
Select the Workflow type — currently, the "Appointment Confirmation" type is available.
Enter the Campaign name.
Set the nature of the campaign: Recurring (runs continuously) or Broadcast (one-time send-out).
2. Filtering Hierarchy
Select which patients the campaign should apply to. Filtering can be performed based on three levels:
Specialty — Selection of one or more medical specialties (e.g., dermatology, diabetology).
Doctor — Filtering bookings belonging to specific doctors.
Service — Designation of specific examination types.
You can select the desired items in the filter list using the search field and checkboxes.
3. Timing
Timing settings determine when and how calls should occur:
Workdays before appointment — How many workdays before the examination the call should start (e.g., 2 workdays).
Calling days — The days of the week on which the system can initiate calls (M, T, W, T, F, S, S).
Calling time slot — The start and end of the active calling period (e.g., 09:00 – 17:00).
Retry settings — The maximum number of attempts and the waiting time between retries (e.g., 2 hours, 4 hours).
Weekend rule — If enabled, calls regarding weekend appointments are automatically scheduled for the last workday.
4. Prompt Templates (Conversation Logic)
Prompt templates allow you to customize the conversation script used by the AI assistant. Templates contain variables that the system automatically fills in when the call is initiated:
Variable | Description |
{clinic_name} | Name of the institution |
{service_name} | Type of examination |
{humanized_datetime} | Human-friendly format of the appointment time |
{clinic_address} | Address of the institution |
Editable text fields:
Greeting — The opening sentence of the AI assistant (e.g., "Good day! I am Eszter, the virtual assistant of {clinic_name}...").
Recall handling — Text used by the system if the patient is busy.
Appointment details — Communicating appointment data.
Attendance question — The question asking for confirmation.
Confirmation / Rejection — Response reactions to the patient's decision.
Fallback — Backup text if the system does not understand the response.
Starting a Test Call
Before or after saving the campaign, it is possible to initiate a test call. By clicking the Test Call button, a window appears where you can enter the target number for the test call. This helps to check if the set texts and the AI assistant are working correctly.
Managing Existing Campaigns
Activation / Deactivation: In the campaign list, you can immediately turn a campaign on or off with the Active toggle.
Editing: To modify a campaign, click on the campaign name or the edit icon.
Deletion: To permanently remove a campaign, use the delete button.
⚠️ Important: Only patients belonging to bookings created after activation will be added to the call list. The system does not initiate calls retrospectively.
Blacklist Management
Under the Blacklist menu item, you can manage the phone numbers that the system is not allowed to call.
Feketelista táblázat
Column | Description |
Name | Name of the excluded person |
Reason | Reason for exclusion |
Comment | Additional details about the exclusion |
Date | Date of exclusion |
Adding a New Number
To expand the blacklist, click the Add New Number button and fill out the appearing form:
Enter the phone number.
Enter the patient's first and last name.
Select the reason for exclusion from the drop-down list.
Optionally add a comment.
Tips
Tip: It is worth adjusting the calling time slot to the patients' availability — for morning appointments, the morning slot, and for afternoon examinations, the early afternoon slot is the most effective.
Tip: Use the test call function whenever creating a new campaign to check the appropriateness of the greeting text and conversation logic.
Tip: Regularly check calls with "Intervention needed" status on the Overview page so that patients' requests do not go unanswered.
Tip: If a patient specifically requests not to be called, add them to the Blacklist immediately — this ensures compliance with data protection regulations.
Summary
The AI automated call feature uses artificial intelligence to automate patient appointment confirmations.
Operation is campaign-based: different calling rules can be applied by specialty, doctor, or service.
The Overview page provides real-time statistics on call success.
The Calls list provides full transparency: status filtering, audio recording playback, and conversation transcript.
Prompt templates allow the AI assistant's speech style and logic to be personalized.
The Blacklist manages excluded phone numbers in accordance with data protection regulations.
Only patients belonging to bookings created after activation will be added to the call list.
FAQ
When are patients added to the call list?
When are patients added to the call list?
Patients are added to the call list only after the campaign is activated. The system will not call those who already had an appointment before activation — the feature does not work retrospectively.
You can specify the number of retries in the campaign's Timing settings. The system will retry at the intervals defined there (e.g., 2 hours, 4 hours), up to the maximum number set. You can track the current status in the "Attempt" column of the Calls list (e.g., 1/3).
What happens if the patient does not pick up the phone?
What happens if the patient does not pick up the phone?
If the patient does not answer the call, the system records the event with a "Did not pick up" status and automatically retries at the next scheduled time according to the retry settings.
Can multiple campaigns be run at the same time?
Can multiple campaigns be run at the same time?
Yes, any number of campaigns can be created and run in parallel in the system. Each campaign has independent filtering and timing settings.
How can I listen back to a call's audio recording?
How can I listen back to a call's audio recording?
Navigate to the Calls menu item, find the desired call, then click the eye icon in the Actions column. In the "Call Details" window that opens, you can listen to the full conversation using the player under the Audio Recording section and read its text transcript as well.
What is the "Intervention needed" status?
What is the "Intervention needed" status?
This status appears if the patient requested human assistance during the call or the AI assistant could not handle the situation. In such cases, it is the administrator's task to contact the patient manually. These calls are directly accessible on the Overview page via the "Require intervention" quick action.
Can the AI assistant's speech style be customized?
Can the AI assistant's speech style be customized?
Yes. When creating a campaign, you can edit the greeting, appointment communication, questioning, and all other conversation elements under the "Prompt templates" section. Variables (e.g., {clinic_name}, {service_name}) are automatically filled in when the call is initiated.