First: work out what kind of mistake it was
Open Call Logs, click the call, and read the AI summary and the transcript. You can also play the recording. Then decide which kind of mistake it was:
| Type of mistake | Example | Where to fix it |
|---|---|---|
| Missing information | "I don't think we take that insurance" when you do | Knowledge tab, or Anything else it should know on the Voice tab. Accepted insurance has its own card on the Knowledge tab. |
| Out-of-date settings | Wrong hours, a missed holiday, a wrong service length | Settings → Locations (hours, Holiday closures) or Settings → Services. The AI reads these directly. |
| Something it shouldn't answer | Gave advice on a clinical question | A clinical rule that says what to do instead |
| Made something up | Invented a service, fee or policy | Write the real policy down (Knowledge tab), and add a clinical rule if it must never happen again |
| Wrong price | Quoted a price you don't charge | The price on the service in Settings → Services, or turn off Quote prices |
| Tone or wording | Too casual or too formal | Tone and Greeting on the Voice tab |
The fix, in four steps
- Find it. Open the call in Call Logs and note the exact thing it said.
- Mark it. In Receptionist → AI Voice → Review queue, open the call, choose Got it wrong or Partly right, tick a reason, and add a note about what the AI should have done. The queue keeps a running count of what the AI gets wrong most often (What your AI is getting wrong). Marking a call doesn't change the AI by itself.
- Fix the cause using the table above. All the AI settings are under Receptionist → AI Voice:
- Facts about your practice: the Knowledge tab. Click Add to write an entry, or Import your website (it reads up to 8 pages).
- Short notes: Anything else it should know on the Voice tab (up to 8,000 characters).
- Rules it must always follow: the Clinical rules tab. When the Review queue suggests a fix for a call, Add to clinical rules turns it into a rule.
- Hours, services, providers: fix them where they live (Settings → Locations, Settings → Services).
- Test it. Call your number and try the same question. If the answer is still wrong, make the entry more specific (see below).
Write entries that actually fix the problem
Vague entries don't help. The AI reads them the way a new staff member would.
Weak: "We have flexible scheduling." Strong: "Same-day appointments are available Monday to Thursday between 9 AM and 11 AM if a slot is open."
Weak: "Don't talk about prices." Strong: "Don't quote prices over the phone. If a caller asks about pricing, offer to have someone email a quote or to book a consultation."
Be concrete, and include the exact words you want the AI to use. On the Knowledge tab, write each entry the way the AI should say it out loud.
When the AI makes up something you never told it
That usually means there's a gap. If the AI doesn't have your policy on something, it may fill in a plausible-sounding answer.
Close the gap by writing the policy down. For topics the AI shouldn't handle at all, a clinical rule works well, for example: When "a caller asks about X", Then "take a message for the office manager to call back, and don't answer questions about X".
See Knowledge base and Clinical rules and review for the full details.
If a mistake may have harmed a patient
Contact support right away (choose the AI Voice category). Include when the call came in and the caller's number. The team will review the transcript and recording with you.