The Voice tab controls how your AI sounds and what it may do. The Call scripts tab goes a level deeper: it's where you edit the written instructions that steer how the AI handles each kind of call.
Open it at Receptionist → AI Voice → Call scripts.
Most practices never need to touch this. The built-in scripts are written for healthcare front desks. Come here when you want to change how the AI handles a situation, or to build a specialized agent.
How scripts fit in
The script you choose is layered on top of everything else the AI already works from: your Voice tab settings, services, hours, knowledge base, insurance list and clinical rules. It shapes reasoning and handling; it doesn't switch capabilities on or off. If Book appointments is off on the Voice tab, no script can make the AI book.
Two kinds of scripts
- When answering calls: inbound scripts, used when patients call you. These are editable, and you can add your own. The built-ins include General Reception, Appointment Scheduling, Urgent/Emergency Triage and After-Hours.
- When calling patients: outbound scripts, used when the AI calls patients (reminders, recalls, campaigns). These are read-only approved templates: "Outbound scripts are approved templates and can't be edited." Click Request edit access to ask FrontDesk to unlock editing for your practice; the card says Edit access requested while FrontDesk reviews it, then Editing enabled once approved.
Choose which agent answers
At the top of the inbound card, the Calls are answered by row has two lists, the second one labelled after hours:
- The first list picks the script used on live incoming calls. Leave it on Default agent to use the standard receptionist with no extra script.
- The second picks a different script for calls outside your business hours (holiday closures included). Leave it on Same agent to use one agent around the clock.
Only enabled scripts appear in the lists, and custom ones are marked (custom). The change saves as soon as you pick ("Inbound agent updated"). The script in use shows an Answering now badge, and the after-hours pick shows After hours.
Edit a script
Click a script to expand it. Its header shows the name, a description and badges: System (built-in), Modified (changed from the default), Answering now and After hours, plus the Test button.
Inside:
- System prompt: the instruction text sent to the AI.
- Insert: chips drop a
{{variable}}at your cursor (see below). - Reset to default (built-in scripts only) restores the original wording after you confirm; your changes are lost.
- Undo and Save Changes appear once you have edited the text.
Editing a built-in script saves your own copy for this practice; other practices are unaffected.
Build a custom agent
Click + Custom script on the inbound card. The New Custom Script window asks for:
- Name, for example "After-hours triage agent".
- Description (optional).
- Prompt: how the agent should behave. Click a variable to insert it.
Click Create Script. Custom scripts are for inbound calls only; once created, the agent appears in the Calls are answered by lists so you can make it your daytime or after-hours agent.
Variables
Variables fill in with real details on each call. Insert them from the chips under the editor, or click one under Available variables at the bottom of the tab to copy it.
| Group | Variables |
|---|---|
| Practice | {{practiceName}} (the name clients know you by: your organization name, or the location's Name clients see under Settings → Client Portal, not the location's own name), {{practicePhone}}, {{practiceAddress}}, {{businessType}} |
| Patient | {{patientName}}, {{patientFirstName}}, {{patientLastName}}, {{patientPhone}}, {{patientEmail}} |
| Appointment | {{appointmentDate}}, {{appointmentTime}}, {{appointmentType}}, {{providerName}} |
Patient and appointment details fill in when the caller is matched to a patient; anything unknown is left empty rather than read out as a placeholder.
Language and translation
Scripts follow the language setting on the Voice tab. To create Spanish text, open the ⋯ menu on the When answering calls card and choose Regenerate Spanish versions. Each editable script is filled with a translation and expanded; review each one and click Save Changes to keep it. Nothing is saved until you do.
Editing tips
- Change handling, not identity. Keep the greeting, voice and capabilities on the Voice tab; use scripts to adjust reasoning.
- Test after every change with the script's Test button before you make it the answering agent.
- Keep it specific. Concrete instructions ("Always confirm the spelling of the patient's last name") work better than vague ones.
- Use clinical rules for must-never-miss behavior. A short when/then rule on the Clinical rules tab applies to every call, whichever script answers; see Review queue & clinical rules.