FrontDesk auto-scores every call your AI handles and gives you two connected tools to act on what it finds: the Review queue (spot calls worth a look) and My Clinical Rules (turn a correction into a permanent instruction). Both live under Settings → AI Voice, on the Review queue and Clinical rules tabs.
The Review queue
Open Settings → AI Voice → Review queue. Every call is scored automatically, so you don't have to listen to all of them — the queue surfaces the ones that need attention.
Three views sit at the top, each with a count:
- To review — scored calls you haven't given a verdict on yet.
- Urgent — the critical and high-severity calls, across both reviewed and unreviewed. Start here.
- Reviewed — calls you've already given a verdict.
Use the date range selector (last 7 / 30 / 90 days) to widen or narrow the list. Calls are grouped by day, and each row shows the time, a severity dot, the call type (booking, clinical question, after-hours urgent, billing, and so on), the outcome (handled well / partially / poorly), and any risk flag.
The To review count is also shown as a badge on the tab, so you always know how many calls are waiting.
Review a call
Click any row to open the call detail with its transcript. Record what actually happened with one of three verdicts:
- Handled well
- Partly right
- Got it wrong
Add an optional note ("what should the AI have done?"), then click Save & next to jump straight to the next call in the queue.
Turn a correction into a rule
When a call reveals something the AI should always do differently, click Add to clinical rules on the call detail. FrontDesk pre-fills the scenario and a suggested correction from the call, so you can accept or tweak it and save. That new rule takes effect on the very next call.
My Clinical Rules
Open Settings → AI Voice → Clinical rules. These are hard rules injected into your AI's instructions for every call at this location — checked top to bottom, so keep safety-critical rules first.
Each rule is a simple when / then:
- When (scenario) — e.g. "Caller asks about pricing for specific procedures."
- Then (correct action) — e.g. "Decline to quote prices. Offer to schedule a consultation."
- Priority — 0–100. Higher runs first.
- Active — toggle a rule on or off without deleting it.
Add and manage rules
- + New rule opens the form above.
- Reorder active rules with the up/down arrows — this swaps priority with the neighboring rule, so the most important checks are evaluated first.
- Toggle a rule off to pause it, or Deactivate it (a soft delete — it moves to Inactive / older versions and can be reactivated any time).
- Click a rule to edit it.
Suggested rules for your business type
FrontDesk suggests common rules for practices like yours (dentist, vet, spa, and so on). They're listed under Suggested for … practices and aren't active until you click + Add, which copies the suggestion into your active rules.
The feedback loop
The two tabs work together:
- Your AI handles calls; each is auto-scored.
- You review flagged calls and give a verdict.
- You promote any correction into a clinical rule.
- That rule applies to every future call, so the same mistake doesn't recur.
Check the Urgent view regularly, clear To review when you have time, and your AI keeps getting sharper. To sanity-check a new rule right away, place a test call that triggers the scenario.