Calls, SMS & Voicemail

Recording consent, voicemail, transfers, intake forms, and texting missed callers back.

• Send and receive SMSSMS lives in the Inbox → Messages tab. Send one-off texts to any patient, set up automated appointment reminders, and respond to inbound messages from one shared team thread. Local US numbers require A2P 10DLC; toll-free numbers work immediately after verification.
  1 min
• AI-drafted text repliesSmart Suggestions drafts text replies for you inside the Inbox — you review, edit, and send with one tap, so you stay in control. The Smart Reply settings tab lets you turn the assistant on and choose which goals it helps with, like booking, confirming, rescheduling, and answering questions. Two-way texting is required.
  1 min
• Save text message templatesTemplates are pre-written texts you reuse from the Inbox — confirmations, reminders, follow-ups, and more. Build them with merge fields like patient name and appointment time, organize them by type, toggle them active or inactive, and drop one into any conversation. It's the fastest way to keep your texting consistent.
  1 min
• Block spam calls and textsBlocking a number stops its calls and texts from reaching your Inbox and phone. Block from the conversation in the Inbox, and unblock the same way whenever you want. Blocks apply to your practice, so your team stops getting the noise without affecting other practices.
  1 min
• Review call recordings and transcriptsCalls → Call Logs is your full call history with recording playback, complete transcripts, AI-extracted summaries, and outcome tags. Filter by date, outcome, or caller; click any call to drill in. Recordings respect two-party consent law in 13 states.
  1 min
• Follow up on missed callsThe Missed calls view lists calls that need a human follow-up, sorted by urgency. Call back in a tap, log what happened, and mark each one followed up so nothing slips. It's a simple worklist for turning missed connections into booked patients.
  1 min
• Set call routing and forwardingInbound Call Settings let you mix and match — AI-first with transfer-to-human on request, after-hours-only AI, or AI as a backup if your office doesn't pick up. Configure transfer rules, voicemail fallback, and per-location behavior.
  2 min
• Configure appointment remindersReminders cut no-shows by 30–50% on average. FrontDesk sends them automatically via SMS, voice call, or AI conversational voice — at the timings you pick (24h, 1h, custom). Use merge fields like {{patientName}} and {{appointmentDate}} to personalize.
  3 min
• Handle voicemails (transcripts and summaries)Every voicemail is transcribed by OpenAI Whisper and summarized by GPT — usually within 30 seconds of the caller hanging up. You see the summary in your inbox, the full transcript on the call detail page, and you can play the original audio anytime.
  3 min
• Run an outbound calling campaignOutbound campaigns work a list of clients — dialing, having a natural AI conversation (or teeing calls up for your staff), offering open slots, and booking live. FrontDesk builds in compliance guardrails — an AI-voice disclosure and recording notice on every call, call windows and pacing, instant opt-out, and automatic handling of stricter state telephone-solicitation rules. You are responsible for having valid consent for every contact you call.
  5 min
• Manage and monitor your campaignsOnce a campaign is set up, this is how you run it. Watch live progress, see why contacts are or aren't dialing, hear the AI's exact opening with a test call to your own phone, work contacts one by one in staff mode, and log every outcome. The campaigns list gives you the roll-up; each campaign's page is the control room.
  4 min
• Configure after-hours behaviorAfter-hours mode lets you change the AI's behavior outside business hours. Choose voicemail-only, emergency-line routing, or a custom AI greeting that still books non-urgent appointments. Most practices use voicemail-only after 7pm and on weekends.
  3 min
• Read your analytics and reportsFrontDesk reports show how your AI is performing — call volume, answered vs. missed, busiest times, average duration, and how many calls end in a booking. Call Analytics lives under Reports; booking performance has its own view; and the Dashboard gives you the at-a-glance numbers. Advanced analytics is a Pro-and-above feature.
  2 min
• Work your Tasks listThe Tasks page pulls everything that needs follow-up into a single list so nothing slips through the cracks. It gathers callback requests, voicemails, missed and no-answer calls, calls the AI flagged as upset, appointment confirmations, online booking requests, and messages the AI took (refill, results, billing, general). Filter by type, act on each one, and dismiss it when it's handled.
  1 min