Voice AI agents
Set up an AI agent that answers calls for you, write its greeting and transfer calls to your team.
2 min read
Voice AI Agents are virtual receptionists that answer calls to your MedicalGrow number using AI. The agent asks for the patient's name, country and treatment of interest, writes notes to the patient's record and transfers the call to a coordinator when needed.
When to use it
- Out-of-hours calls: a US patient calling at 02:00 Istanbul time gets an answer instead of voicemail.
- Busy periods: it collects the first details while every coordinator is on another call.
- Pre-qualification: it finds out which treatment the patient wants and when, and routes them to the right person.
Heads up
A voice AI agent doesn't give medical advice. Set it up to pass questions about diagnosis, treatment recommendations and final prices to your team. If a patient reports an urgent health problem, it should direct them to local emergency services and transfer the call to your team immediately.
Before you start
- You need a MedicalGrow number: Phone system.
- Your Knowledge base should be filled in; the agent answers questions from it.
- You need the Admin role.
Setting up the agent
- Open Settings → Voice AI Agents and create a new agent.
- Choose the agent's name, voice, language and the phone number it answers. A separate agent per market works well (e.g. an English agent on the +44 number, a German one on the +49 number).
- Fill in the greeting and script: how the agent introduces itself, what it collects and in what order. Make sure it says clearly that it's a virtual assistant.
- Turn on call transfer and enter the number to transfer to. The agent should transfer when the patient asks for a person, when it can't answer a question, or in an emergency.
Save, then test by calling the number from your own phone before going live.
Tips for a good script
- Use short sentences; long paragraphs are hard to follow on the phone.
- Keep the details you collect to a minimum: name, country, treatment, travel period, best time to call.
- Always end with a next step: "Our coordinator will contact you on WhatsApp tomorrow."
- If calls are recorded, say so in the greeting.
Tip
To see the details the agent collected, read Contact detail page; for call history, see Calls and voicemail.
Common issues
The agent doesn't answer calls. Make sure it's assigned to the right number and is active.
Transferred calls don't reach anyone. Enter the transfer number with the country code and check that the phone is switched on.
The agent gives wrong information. Update the knowledge base and add the rule "Transfer to the team when you don't know the answer" to the script.
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