After each call your AI handles, FrontDesk scores it automatically and gives you two connected tools: the Review queue (see how calls went and grade them) and Clinical rules (turn a correction into a permanent instruction). Both are tabs on Receptionist → AI Voice.
The Review queue
Open Receptionist → AI Voice → Review queue. The tab label shows how many calls are waiting, for example Review queue (4).
Three views sit at the top, each with a count:
- To review: scored calls you haven't graded yet.
- Urgent: the critical and high-severity calls. Start here.
- Reviewed: calls you've already graded.
The range selector switches between Last 7 days, Last 30 days and Last 90 days. Calls are grouped by day, most severe first; each row shows the time, a severity dot, the kind of call (booking call, clinical question, after-hours urgent, billing call, message taking, general question and so on), how it went, and a risk tag when one was flagged.
Above the list, What your AI is getting wrong sums up your grades: How calls graded, Top problems from the tags you've added, and whether things are Getting better, Holding steady or showing Needs work rising.
Grade a call
Click a row to open the call with its transcript (and the recording, when there is one). Under How did the AI do?, choose:
- Handled well
- Partly right
- Got it wrong
- Not a real call (spam, a wrong number, a hang-up)
Optionally tag what went wrong (Wrong information, Unnecessary friction, Missed booking, Tone, Ended the call early) and add a note ("What should the AI have done?"). Click Save & next to move straight to the next call waiting.
You can also see which clinical rules were active during that call.
Turn a correction into a rule
When a call shows something the AI should always do differently, click Add to clinical rules. The Add Clinical Rule window is filled in from the call; adjust When (scenario), Then (correct action) and Priority (higher is listed first to the AI), and save. The rule applies from the next call ("Writes a rule applied to every future call").
Clinical rules
Open Receptionist → AI Voice → Clinical rules (headed My Clinical Rules): "Rules that get injected into your AI receptionist's instructions for every call at this location."
Each rule is a simple when / then:
- When (scenario): for example "Caller asks about pricing for specific procedures".
- Then (correct action): for example "Decline to quote prices. Offer to schedule a consultation."
- Priority: 0 to 100; higher is listed first. New rules start at 60.
- Active: on or off.
Rules are given to the AI in priority order, and only the top 30 active rules are used, so keep the important ones at the top.
Add and manage rules
- + New rule opens the New clinical rule form.
- The up and down arrows reorder active rules by swapping priority with the neighbouring rule.
- The switch on a rule pauses or resumes it.
- The delete icon deactivates a rule (after "Deactivate this rule?"); it moves to Inactive / older versions, where Reactivate brings it back.
- The edit icon opens the rule to change it.
Suggested rules for your type of practice
Under Suggested for … practices, FrontDesk lists common rules for practices like yours. They are not active until you add them: click + Add to copy one into your rules.
The feedback loop
- Your AI handles a call, and it's scored automatically.
- You grade the calls worth a look, starting with Urgent.
- You turn any correction into a clinical rule.
- The rule applies to every future call at the location.
To check a new rule, call your FrontDesk number from your own phone and bring up the situation. Test calls from the Test button on the Call scripts tab don't include clinical rules. See The AI said something wrong.