Dental Intelligence AI Receptionist is an add-on to our Engagement Module. If you're interested in learning more about AI Receptionist and setting it up for your practice, CLICK HERE to request a demo!
Nearly half of all inbound calls to a dental practice come after hours, and 78% of those callers won't leave a voicemail. Dental Intelligence AI Receptionist answers every call the moment it comes in, whether it's 9pm on a Tuesday or 7am on a holiday.
It knows your patients and your practice. It answers questions, shares personalized information, confirms insurance, books appointments, and collects payments without your team lifting a finger. Your team walks in the next morning with a clear summary of every interaction, instead of a voicemail avalanche.
AI Receptionist at a glance
Answers every call, every time. Picks up in under 5 seconds after hours, on weekends, and on holidays. It can also cover busy periods during your office hours.
Knows your practice. Shares your hours, closures, services, and accepted insurance, pulled directly from your Dental Intelligence data.
Knows your patients. Recognizes new and existing patients, protects sensitive information with identity verification, and recognizes family members.
Resolves routine requests on the spot. Scheduling, balances and payments, insurance questions, and appointment deposits.
Responds to emergencies. Recognizes urgent situations and alerts your team in real time.
Hands off to your team when you want it to. Transfers calls to a team member during office hours, or leaves a note for follow-up.
Keeps your team informed. Every call generates a detailed summary, saved to your Personal Assistant inbox, Communication Logs, and the patient's record in your practice management system.
< 5 sec every call | 0 by patients | 60–80% fully resolved |
What you'll need
AI Receptionist works with your existing Dental Intelligence platform. No separate login or account is required. Some capabilities depend on other Dental Intelligence products or on your phone system:
To use... | You'll need... |
AI Receptionist | Dental Intelligence Engagement Module (AI Receptionist is an add-on) |
After-hours and overflow call coverage | A VoIP provider that can forward calls to your provisioned number, with Pass Through Caller ID enabled |
Appointment scheduling and confirmations | Dental Intelligence Online Scheduling, with services added to the AI Receptionist Scheduling tab |
In-network / out-of-network insurance answers | Online Scheduling General Settings, with the "Let patients know if they are Out-of-Network/In-Network" checkbox selected |
Balance collection and payment requests | Dental Intelligence Payments |
Call transfers to your team | Transfers turned on in AI Receptionist settings, and a phone number to transfer calls to |
Family member recognition | Family relationships set up in your practice management system |
Preferred name recognition | Preferred names saved in your practice management system |
Please note: AI Receptionist works without Online Scheduling and Payments, but it won't be able to answer appointment questions or send payment requests without these services.
Getting Setup: 3 Simple Steps
Step 1: Receive your provisioned number
Once your AI Receptionist is activated, a member of the Dental Intelligence Install team will reach out with your provisioned phone number. This is the dedicated number your phone system will route calls to when your office is closed. Hold onto it. You'll need it for Step 3.
Step 2: Attend Your Onboarding Meeting
Your Dental Intelligence onboarding specialist will walk through your setup to make sure your AI Receptionist is ready to deliver a great patient experience from day one. Here's what you'll cover:
Practice hours: Confirming your schedule is accurate so AI Receptionist knows exactly when to take over.
Dental Intelligence Payments: Verifying your payment setup so the AI can collect outstanding balances when patients call after hours.
Dental Intelligence Engagement Module settings: Reviewing your overall configuration to make sure every patient interaction reflects your practice accurately.
Voice and call transfer preferences: Choosing your Receptionist's voice and deciding whether to allow transfers to your team during office hours.
The goal is a seamless experience for every patient who calls, whether they're checking their next appointment, asking about insurance, or paying down a balance at 10pm on a Saturday.
Step 3: Contact your VoIP provider to configure call forwarding
Contact your VoIP provider and ask them to set up call forwarding to your provisioned number. You'll want forwarding active during:
After-hours (outside your normal business hours)
Weekends
Holidays
Optional: Overflow during business hours after a certain number of rings, to assist when team members are busy with other patients. Learn more about using the AI Receptionist for overflow support during practice hours.
Your VoIP provider can configure a schedule-based routing rule that automatically forwards calls to AI Receptionist when your office is closed. Most providers can get this done in a single support call.
Share your provisioned number with your VoIP provider upfront and let them know you need after-hours call forwarding with Pass Through Caller ID enabled. They'll handle the technical setup on their end.
This is an example VoIP flow with the Dental Intelligence AI Receptionist for after-hours and holidays:
We've created email templates to help you contact your VoIP provider and request a change to your call handling. Copy the email below that best fits your call-handling scenario and fill in each bracketed placeholder with your practice's information before sending. Remember: Your provisioned number comes from the Dental Intelligence Install team. Once you've filled in the template, send it to your VoIP provider's support team and they'll handle the rest.
After-Hours Call Forwarding Email Template
After-Hours Call Forwarding Email Template
Subject: After-Hours Call Forwarding Setup Request
Hi [VoIP Provider] Support Team,
We're setting up an after-hours AI receptionist for our dental practice and need your help configuring call forwarding on our account.
Here's what we need:
Forwarding number: [Your Dental Intelligence Provisioned Number]
Active during:
After-hours (outside our normal business hours)
Weekends
Holidays
Ideally, we'd like a schedule-based routing rule that automatically forwards calls to this number whenever our office is closed. We want all inbound calls redirected — no ringing our main line first.
Please enable Pass Through Caller ID so that we can capture the contact information of each caller.
Please ensure that any 'Require 1 to connect' or similar settings requiring a key press after the call is transferred are left unchecked/disabled. These settings cause the AI Receptionist to interpret the phone system's prompt as the patient speaking.
Please let us know if you need anything else from us to get this configured, or if it's easier to handle over a support call.
Thank you,
[Your Name]
[Practice Name]
[Phone Number]
[Email Address]
After Hours + Overflow During Business Hours Email Template
After Hours + Overflow During Business Hours Email Template
Subject: New Call Forwarding Setup Request
Hi [VoIP Provider Support Team],
We're setting up an AI receptionist for our dental practice and need your help configuring call forwarding on our account.
Here's what we need:
Forwarding number: [Your Dental Intelligence Provisioned Number]
Active during:
After-hours (outside our normal business hours)
Weekends
Holidays
When a call goes unanswered after [X] rings during business hours
Ideally, we'd like a schedule-based routing rule that automatically forwards calls to this number whenever our office is closed. We'd also like calls forwarded to this same number if they go unanswered after [X] rings during business hours — rather than rolling to voicemail.
Please enable Pass Through Caller ID so that we can capture the contact information of each caller.
Please ensure that any 'Require 1 to connect' or similar settings requiring a key press after the call is transferred are left unchecked/disabled. These settings cause the AI Receptionist to interpret the phone system's prompt as the patient speaking.
Please let us know if you need anything else from us to get this configured, or if it's easier to handle over a support call.
Thank you,
[Your Name]
[Practice Name]
[Phone Number]
[Email Address]
Call forwarding instructions for common VoIP providers
Customize your AI Receptionist
Once call forwarding is in place, make the Receptionist your own in Settings > AI Receptionist.
Give your Receptionist a name
Personalize your AI Receptionist with a name. You'll find this in Settings > AI Receptionist. By default, the AI Receptionist's name is Linda. You can change this at any time.
Choose your Receptionist's voice
Choose the voice your AI Receptionist uses so it matches the tone of your practice.
In Settings > AI Receptionist, browse the available voices
Select the play button to hear a sample of each voice
Pick the voice you want and select Save
The Receptionist uses that voice on all calls until you change it. Practices that don't customize the voice use the default voice, Veda Sky.
Decide when calls transfer to your team
You decide when the AI Receptionist hands a call to your team.
In Settings > AI Receptionist, locate the Allow AI Receptionist to transfer calls during office hours section
Choose when transfers happen by clicking the checkbox next to each option: when a patient asks to speak with someone, when the Receptionist can't help, or both
Enter the phone number to transfer calls to (If you would like to transfer the call to an extension on your main line, enter the phone number as number,extension)
Click Save to apply your changes
See Transferring calls to your team for what callers experience.
Set up emergency detection and notifications
Customize the keywords and phrases your AI Receptionist listens for, and choose how your team gets notified (inbox notification, email, text message, or call forwarding). You can set different notification rules for during and after business hours. Configure AI Receptionist's emergency detection settings.
Set up online scheduling services
If your practice uses Dental Intelligence Online Scheduling, AI Receptionist can offer appointment times and book or request appointments during calls. Choose which services it handles and how each one is booked in Schedule > Online Scheduling > AI Receptionist Scheduling. Set up AI Receptionist to handle scheduling and/or requesting appointments.
How AI Receptionist handles calls
What a caller experiences depends on who they are and what they need.
General questions (any caller)
No identification is required. The patient simply asks their question, and AI Receptionist answers using your Dental Intelligence data:
Practice name and contact email
Business hours, including one-off closures and holidays
Services offered by the practice
Accepted insurance providers. AI Receptionist can tell callers whether a carrier is in-network or out-of-network, based on the supported and not-supported insurance lists in your Online Scheduling General Settings. If a caller asks about a carrier that isn't listed, AI Receptionist lets them know that information about that carrier isn't available.
This also applies when a caller doesn't identify themselves. AI Receptionist will still help with general practice information without requiring a name.
New and existing patients
AI Receptionist automatically identifies whether the caller is a new or existing patient based on their phone number, name, and date of birth.
Tip: Patients should give the first name or preferred name saved on their patient record so AI Receptionist can find their file.
Verified patients and sensitive information
For any request involving sensitive account information, AI Receptionist first verifies the patient's identity using a one-time passcode (OTP). This step cannot be bypassed, and sensitive information is only shared after successful verification.
Calling from the number on file
Patient calls and provides their first name or preferred name
Patient requests sensitive information, such as their outstanding balance or next appointment date/time
AI Receptionist asks for additional identifying details
A one-time passcode is sent to the patient's phone number on file
Patient provides the passcode to confirm their identity
AI Receptionist shares the requested information
Patient may request a callback from the office if needed
Calling from an unrecognized number
Patients calling from a number that isn't on file follow the same steps, but can request that the passcode be sent to their email on file instead.
Preferred names
Patients often go by a name that differs from their legal first name. AI Receptionist checks the preferred name saved in your PMS, so patients can verify their identity using either their first name or their preferred name. This also works for family members.
What AI Receptionist can share once a patient is verified
Outstanding balance
Whether there is outstanding treatment
Next scheduled appointment
Hygiene due date and hygiene frequency
Family members
Once AI Receptionist verifies a caller as an existing patient, it recognizes their family members based on the family setup in your practice management system. The caller can then book appointments for those family members in the same call. For example, a parent can schedule a visit for their child.
Scheduling and confirming appointments
AI Receptionist schedules and confirms appointments for verified patients, including family members. How an appointment is handled depends on how you configured each service:
Booked directly: the appointment is created in your practice management system and added to your schedule.
Requested: AI Receptionist offers to request an appointment for the date and time the caller chose. Your team approves the request before it's added to the schedule.
Learn more about AI Receptionist scheduling capabilities (requires DI Online Scheduling).
Appointments that require a deposit
If a service requires a reservation deposit, AI Receptionist tells the caller the deposit amount and asks whether they'd like to continue.
If the caller agrees, they receive a payment link by text message and email after the call ends. The appointment is added to your practice management system once the deposit is paid.
If the payment isn't completed within 48 hours, the pending appointment is canceled and the time slot is released.
If the caller declines, no appointment is booked.
Balances and payments
AI Receptionist confirms outstanding balances for verified patients and sends payment requests during the call (requires DI Payments).
Insurance questions
Beyond answering whether a carrier is accepted (see General questions), AI Receptionist can handle insurance benefit inquiries during overflow coverage.
Cancel and reschedule requests
For cancel and reschedule requests, AI Receptionist doesn't ask the caller to verify their identity first. It goes straight to one of two outcomes:
Transfers are on and your office is open: it offers to transfer the call to your team (see below).
Transfers are off, or your office is closed: it leaves a note for your team to follow up.
Transferring calls to your team
When transfers are turned on in AI Receptionist settings, the Receptionist can hand a call to your team during office hours, based on when you chose: when a patient asks to speak with someone, when the Receptionist can't help, or both.
AI Receptionist asks the caller, "I can forward you to a staff member. Would you like me to proceed?"
Only when the patient says yes, the call is transferred to the number you entered in settings.
If your office is closed, no transfer happens. The Receptionist leaves a note for your team instead.
Emergencies
AI Receptionist automatically recognizes when a patient describes a dental emergency, like a knocked-out tooth, severe swelling, or an abscess, and alerts your team in real time.
Patient calls and says, "My filling fell out and I'm in a lot of pain"
AI Receptionist recognizes the emergency keywords and phrases you've set up ("filling fell out" and "pain") and identifies this as an urgent call
AI Receptionist asks a few quick questions to understand the severity of the situation
AI Receptionist lets the patient know their message is being sent to the practice right away
Your team is notified immediately based on your practice's emergency settings: an inbox notification during business hours, and an email/text to the on-call team member after hours
Patient may be offered a same-day appointment (if scheduling is enabled) or told a team member will call them back shortly
The notification in your Personal Assistant inbox carries an Emergency tag, so your team can spot urgent calls quickly and follow up first.
Leaving a message
Patients can tell AI Receptionist they'd like to leave a message, and it will be captured in the call summary and transcription for your team to follow up. Alternatively, work with your VoIP provider to set up a phone tree that gives callers a choice upfront, for example, "Press 1 to speak with our AI Receptionist, or press 2 to leave a voicemail." Phone tree configuration is handled by your VoIP provider.
Using AI Receptionist during office hours
AI Receptionist can extend coverage into your business day, stepping in when your front desk is with a patient, handling high call volume, or absorbing routine inquiries so your team can focus on the people in the chair.
When a team member is busy on the line with another patient, AI Receptionist ensures every daytime call is answered within 5 seconds, with no hold music, no voicemail prompt, and no missed opportunity. Patients who would have otherwise been sent to voicemail (and, statistically, never called back) get an immediate, helpful response. During office hours, AI Receptionist handles:
Appointment confirmations
General practice questions: hours, providers, services, accepted insurances
Outstanding balance checks and payment requests for existing patients
Insurance benefit inquiries
If you turn on call transfers, AI Receptionist can also forward a caller to your team during office hours, either when the patient asks or when it can't help. For interactions that need follow-up, such as complex clinical questions or anything requiring staff judgment, a call summary is generated immediately so your team can follow up without delay.
Talk to DI Support before enabling daytime deployment to confirm your setup is configured correctly.
After every call
Every call your AI Receptionist handles generates a detailed summary sent straight to your team's Personal Assistant inbox. Use the Voice category filter and click on each notification to see:
Who called and whether they were a new or existing patient
What they needed: scheduling, insurance, payments, or general questions
What the AI Receptionist handled and any actions taken (confirmation sent, payment requested, etc.)
Any follow-up items that need a human touch
An Emergency label on calls where a possible emergency was detected
Summaries of AI Receptionist calls are also saved to the patient's record in your practice management system, so your team can review what was discussed without leaving your PMS.
Communication Logs
You can also view an entire call summary log in Communication Logs > AI Receptionist. This is the best place to review any patient interaction handled by the AI Receptionist.
Use the search bar to locate patients that called in by name or phone number
Click on the document icon to read the call transcription
Click on the play icon to listen to the call recording
Click Summary to read the call summary
Review call trends and performance
The AI Receptionist Dashboard gives you a snapshot of how the Dental Intelligence AI Receptionist is performing at your practice over a weekly time period. Navigate to Dashboards > AI Receptionist in the left-hand menu to get started. Learn more about how to use the AI Receptionist dashboard in Dental Intelligence.
Track your monthly minutes
Your AI Receptionist service includes 1000 minutes per month. To check how many you've used this month, navigate to Settings > Services > Quota Usage and look for the AI Receptionist (minutes) line item.
Important notes and best practices
Make sure your VoIP provider has enabled Pass Through Caller ID so that the contact information of each caller is linked to the AI Receptionist conversation record.
Make sure your VoIP call forwarding setup does not have 'Require 1 to connect' or similar post-transfer key press settings enabled. These settings cause AI Receptionist to interpret the phone system's connection prompt as the patient speaking.
Review your call summaries regularly. AI Receptionist is artificial intelligence and can make mistakes. Reviewing summaries helps ensure it is handling patient inquiries as expected.
Keep your practice information current. AI Receptionist pulls directly from your Dental Intelligence data, so accurate hours, insurance lists, family relationships, and patient names in your PMS lead to better calls.
AI Receptionist is HIPAA compliant and integrates with your existing VoIP provider and practice management system.
Frequently asked questions
Do I need to set up a new login or account?
No. The AI Receptionist works through your existing Dental Intelligence platform. No separate login is required.
Where can I view call summaries?
All call summaries are available in Communication Logs > AI Receptionist in your Dental Intelligence portal. They're also sent to your Personal Assistant inbox and saved to the patient's record in your practice management system.
Is patient information kept secure?
Yes. The AI Receptionist requires identity verification via a one-time passcode before sharing any sensitive patient information. This step cannot be bypassed.
What if a caller does not identify themselves?
The AI Receptionist will still assist with general practice information (hours, insurance, services) without requiring the caller to provide their name.
Can a patient bypass the AI Receptionist and leave a voicemail?
Patients can simply tell the AI Receptionist they'd like to leave a message, and it will be captured in the call summary and transcription for your team to follow up. Alternatively, your practice can work with your VoIP provider to set up a phone tree that gives callers a choice upfront. Phone tree configuration is handled by your VoIP provider.
Can the AI Receptionist transfer a call to someone on my team if a patient asks to speak with a human?
Yes, if you've turned on "Allow AI Receptionist to transfer calls during office hours" in AI Receptionist settings. It always asks the caller for permission first.
Can I tell the AI Receptionist exactly what to say, or give it a script?
Not at this time. AI Receptionist can’t be told word for word what to say, and it can’t read a specified script or talk track.
What happens when a patient wants to cancel or reschedule?
The AI Receptionist skips identity verification. If transfers are on and your office is open, it offers to transfer the call. Otherwise, it leaves a note for your team.
How do I change my AI Receptionist's voice?
In AI Receptionist settings, browse the available voices, select the play button to hear a sample, choose the one you want, and select Save. If you haven't picked a voice, the default is Veda Sky.
Can the AI Receptionist answer questions about accepted or not accepted insurances at my practice?
AI Receptionist can tell callers whether an insurance carrier is in-network or out-of-network, based on the supported and not-supported insurance lists you've set up in Online Scheduling General Settings. You must select the "Let patients know if they are Out-of-Network/In-Network" checkbox. If the caller asks about a carrier that isn't listed, AI Receptionist lets the caller know that information about that carrier isn't available.
What if the AI Receptionist has incorrect hours or insurance information?
The AI Receptionist pulls directly from your Dental Intelligence data. If any information appears outdated, please review and update your practice information in Dental Intelligence Settings or Online Scheduling General Settings.
How do I know how many AI Receptionist minutes have been used this month?
Your AI Receptionist service includes 1000 minutes per month. You can check how many minutes you've used for the current month by navigating to Settings > Services > Quota Usage. Just look for the AI Receptionist (minutes) line item.
Why is the AI call summary showing my office phone number instead of the patient phone number that called?
If Voice notifications in your Personal Assistant inbox show your practice phone number instead of the patient's, you likely don't have Pass Through Caller ID enabled in your call forwarding setup (this is handled by your VoIP provider). To fix this, contact your VoIP provider and ask them to enable Pass Through Caller ID. This links the caller's contact info to each call summary in your inbox.
Are call summaries saved to my practice management system?
Yes. Summaries of AI Receptionist calls are saved to the patient's record in your practice management system, so your team can review what was discussed without leaving your PMS.
Listen to Examples of AI Receptionist in Action
Watch the video examples below to hear example calls handled by the AI Receptionist: