The AI books from your list of services on Settings → Services. It already handles close matches, but callers use their own words: "my yearly", "deep cleaning", "the shot". This page covers the tools on the Services page (on a computer) that show you what callers said and what the AI will do with it. For everything else about services, see Manage appointment types.
Review phrases callers used
When callers asked for something the AI couldn't match, a bar appears at the top of Settings → Services:
3 phrases callers used that matched nothing. Each one is a call the AI could not route.
Click Review to open the list. Each phrase shows how often callers said it (for example 4×). For each one:
- Assign to a service…: pick the service it means. The phrase is added to that service's Caller phrases.
- Not a service: removes it from the list for good.
Click Save Changes in the bar at the bottom to keep the phrases you assigned. Not a service takes effect right away.
Phrases offered on a service
A heard phrase that shares a word with one of your services is offered on that service instead of in the top list. Open the service and look under Caller phrases for Heard on calls, matched nothing:. Click a phrase to add it, or the × next to it ("Not relevant, stop suggesting this"). Then click Save Changes.
Which phrases are collected
FrontDesk keeps the words a caller used for a service on calls where the AI couldn't find a match, had to ask which service they meant, or handed the call off. Up to 20 are shown, the most often heard first. To keep personal details out of the list, phrases with digits, a doctor's title with a name (such as "Dr. Lee"), a day or month, a name after "with", or more than six words are never shown here.
What assigning or dismissing does on later calls
- Assigned and saved: the phrase becomes one of that service's caller phrases. On every later call, a caller who says it is matched to that service, and the AI books it without asking. The phrase also stops being suggested anywhere else on the page.
- Not a service: the phrase is dropped from your suggestions and isn't suggested again, even if callers keep using it. Nothing changes on calls; the AI still asks the caller to describe what they need.
After saving, check a phrase with Test what the AI hears (below), or place a test call.
Test what the AI hears
Click the ⋮ button at the right end of the filter chips (All, Needs setup, No phrases, Virtual or either). Test what the AI hears opens. Type how a caller might ask, for example "video follow up" or "annual checkup", and the answer appears as you type:
| Answer | Meaning |
|---|---|
| → Books Service | The AI would book that service. |
| → The AI would ask: question, with Options | More than one service fits, so the AI asks the caller which they meant. |
| → No match. The AI would ask the caller to describe it. | Nothing fits. Add the phrase to the right service under Caller phrases. |
The tester uses the same matching as live calls, on your saved services, so click Save Changes before testing a change.
Fix services that sound the same
The Services page also warns you before a caller runs into a problem. The warnings reflect your saved services and update each time you save.
| Warning | What it means | What to do |
|---|---|---|
| Some services sound the same to the AI (red) | A phrase on one service actually lands on another ("The AI would book the wrong service."), or matches two services equally ("The AI can't tell which you mean."). | Change or remove the phrase, or rename one of the services. |
| In-person & virtual versions share the same spoken name (amber) | Two versions of a visit sound identical, so the AI must ask "in person or video?" every time. | Give the virtual one a distinct name, for example add "check-in" or "telehealth intake". |
| The AI asks “in person or video?” for these (green) | When a caller says this phrase, the AI offers both versions and asks which they'd like. | No action needed. |
For how the AI handles in-person and video visits on a call, see How the AI handles callers.