Customise What Happens When Aimee Answers Your Phone

Hi.

In this guide I'm going to talk you through the workflow that we use to handle the calls, Amy, as we like to call her in autopilot, so that you understand how each element of the call is triggered, if you wanted to make any changes to your setup.

So as standard, if you go into your automations on the left hand side and this will bring up a list of your automations you can see here, I put them in different files.

You should have a file that says AI Agents.

If not it may have been renamed.

But essentially you're looking for this this workflow that says Amy, Call answering workflow.

Open this workflow and then the workflow you'll see will be here.

Now there are different elements to a workflow.

So quite simply if you're not used to workflows, you're just telling, you know, if this happens, do that and then if that happens, do this.

That's essentially what a workflow.

so a standard should be set up like this.

If you call, if you click on the call details section here you'll see that it should say call details, call status, call direction, incoming.

Which basically means that if there's a call that comes in to the telephone number, that you, that you've assigned to Amy, it's going to answer and go through this, this workflow and then the first thing that it will do is you'll have a conversation, or should I say Amy will have a conversation with the incoming caller.

then it will text the caller just to say we've got your message, you have been listened to.

We are going to notify a member of staff to get back to you.

So they've got that assurance that they're not just talking to any old AI agent and it's never going to get responded to.

So it should say here that you're going to SMS the caller.

In other words you're going to send the caller a text message.

And the message there should, should read hi, contact first name.

So that'll be the caller's first name.

So for instance, if it was John, it would say hi John, thank you for contacting.

And then custom values clinic name, which would be the name of your clinic.

So thank you for contacting Best Practice.

We've received your inquiry and we'll get back to you as soon as possible.

And this is a good bit of reassurance for anybody, that's calling your practice that they have been listened to.

You can alter the message as you see fit in here.

but I would suggest that you do keep these placeholders, here, as they're very relevant all throughout, your, you know, they can be used time and time again as a shortcut, in your account, but you can change the wording to suit yourself, add some emojis if you like.

It can be very easily edited just the same way that you'd edit a text message.

And when you're happy with that, you can save the action.

Or if you're happy the way we've set it up for you, you can just cancel that and just go through to the next section.

So the next section is just a wait section, which means it's going to wait for the transcript.

So essentially we just got to give the AI a little bit of time to translate the conversation.

a minute is, is enough for most phone calls.

So we've just added a minute here and it just means that nothing's going to get lost in translation.

So this is a, this is a, a time delay so that you get all the right relevant information and then the information then by standard is emailed to you.

So here, this is an internal notification.

This is a notification notification that comes to you.

it's an email, and we're going to put from.

So it's AMIA Practice Autopilot.

Because you want to know that this is an AI that's been answering this call.

where from to a standard we put no reply at Practice Autopilot.

Who's it going to come to?

So you can select here that it's going to come to all of your users.

If you want to notify all of your users.

What I would suggest here is to have a particular a custom email, that may be the email of the practice, that you use to collect any incoming emails.

So for here we might just want to put in here, info@bestpractice.co.uk and then we know that that's going to land in our inbox.

so that we get the transcript in there.

Subject again, this is all filled in through to say call from.

And it'll say call from John on this telephone number, which is the number that John called in on.

And the messages will come through to your email will be the date it's received.

So you know that you're, you know that you're acting on in real time.

the name that you've got to contact that would be the caller's name might be John Smith.

Their telephone number, the number you've got to get back to them on their email as well because it will ask for their email address and a summary of the inquiry.

And this will give you the transcript of the inquiry which will be summarized and then you have a summary above and then you'll have a full transcript below so that you can understand why they're calling, what you're going to get back to them on.

And that's the full setup.

If you're happy with all that, you can just sort of cancel out of that.

It'll ask you to confirm any unsaved changes.

Now we have actually made a change here so I've added infoestpractice.co.uk so I'm going to save that action there, and then remember to save and always have it published here at the top.

Now one final section that I will say here, is that if you're like me, I like to know what's going on in my practice in real time and, or if you're a particularly smaller practice, maybe a domiciliary practice where you're not checking your emails as frequently.

You may want to put in here another internal notification.

So you might want to add here an internal notification.

You just select it here, internal notification and then you can come down and then you could send yourself an SMS if you wish.

and you might want to send it to your custom number.

So your custom number could be 002 double four.

Remember we're using international numbers here and you could be drop the 01234-56789 that could be your telephone number.

And then you might want to put a little template in here very similar to the, to the template of your email that you can add it in there and it'll send you a text message to say that John's called and will you get back to him as soon as possible.

Again we don't add this as standard so I'm just going to cancel all that off because obviously we don't want to use too much of your sms, credits, app.

So this is the standard setup and this would be appearing in all of your accounts and this is how it handles it.

Yes, it can be modified and if you want any modifications, custom modifications, contact us at support.

Thank you for watching, hope it helps.