Verify identity before sharing records adds a privacy checkpoint to your AI receptionist: before it discusses anything personal about a caller — an existing appointment, a balance, or treatment details — it first confirms it's actually speaking with that person. It's off by default and enabled per practice.
Why you'd use it
Caller ID tells you which phone a call came from — not who is holding it. If your practice wants an extra layer of protection before the AI shares personal or clinical information, this makes that check automatic and consistent on every call, without your front desk having to think about it.
Turn it on
Settings → AI Voice → What it can do on calls → Verify identity before sharing records.
Flip it on for the practice and save. The change applies to the next call.
What the caller experiences
- For general questions — hours, directions, services, booking a new appointment, or leaving a message — nothing changes. The AI helps right away.
- When a caller asks about something personal — an existing appointment, a balance, treatment details — the AI politely asks them to confirm a couple of identifying details first, then continues once it's satisfied.
- If it can't confirm them, it won't share the personal details. It offers to take a message or have a team member call back, and the attempt is recorded on the call for your records.
Your team always retains the final say — a caller can ask for a person, and staff can help directly.
Good to know
- It's optional and reversible. Turn it on or off any time in AI Voice settings; existing calls aren't affected retroactively.
- General reception is never blocked. New patients can always book and reach you — verification only gates personal and clinical details.
- Records stay protected server-side. The AI won't disclose protected details until the caller is confirmed, even mid-conversation.
- Outbound calls (like appointment confirmations you initiate) confirm they're speaking with the right person before discussing specifics, too.