AI and Workflow Configuration

This section covers how to manage AI usage and configure workflow rules to automate processes, improve efficiency, and streamline operations within the system.

In this Article

• AI Usage 
• Workflow Rules

AI Usage  ▶

With the AI Usage Settings screen, you can instantly spot high-usage areas of AI, allocate limits, and fine-tune efficiency across your entire system.

To learn about AI Usage, visit: Managing AI Usage.

Use Cases 

1. Control Operational Costs

Avoid surprise usage spikes by setting monthly caps.

2. Pilot AI on Select Lines

Enable AI only for new patient lines, missed call workflows, or test segments.

3. Seasonal or Campaign Scaling

Running a promotion? Switch to unlimited AI temporarily.

4. Location-Based Control

Keep AI active in busy clinics and limited in low-traffic locations.

Tips for Getting the Most Out of AI

• Start with limited usage if you’re still evaluating AI.

•  Use Enable All only when you’re confident in full deployment.

• Review analytics monthly to spot high-usage trends.

• Route AI to high-impact lines like triage or new patients.

Benefits

• Cost Savings through controlled allocation.

• Flexible Scaling during busy periods.

• Improved Efficiency with targeted AI usage.

• Deeper Insights for better decision-making.

• Predictable Billing with clear limits.

Best Practices

• Review AI usage weekly if you're using limits.

• Always hit Publish after updates.

• Test different phone trees or extensions to see where AI performs best.

• Use location-specific data to refine your strategy.

Sample Scenario 

Scenario

A clinic wants to test AI for new patient inquiries—but stay within budget.

Admin Actions

1. Turn OFF Unlimited AI Usage.

2. Set the Monthly AI Limit to 150 minutes.

3. Configure Call Tracking:

   • Phone Numbers: Enable AI for the New Patient Line

   • Phone Trees: Enable AI for the Appointment Scheduling workflow

   • Extensions: Enable AI for Front Desk staff only

4. Monitor usage in the location-wise table.

5. Review results after 2 months.

Outcome

• 30–40% faster new patient response times.

• Usage stayed within budget.

• Data-driven confidence to expand AI further.

Workflow Rules ▶

Workflow Rules are automated actions triggered by specific conditions within the system. They help streamline operations by reducing manual intervention and ensuring timely responses to key events like missed calls, messages, or call history updates.

To learn about how to configure workflow rules, visit: How to Configure Workflow Rules.

Use Cases

• Missed Call Follow-Up: Automatically send an SMS or trigger a callback when a call is missed during working hours.
• After-Hours Response: Create a rule to send an after-hours message or forward the call to voicemail.
• Patient Reminder Automation: Send reminder texts based on call history (e.g., no answer during appointment confirmation calls).
• Escalation Handling: Trigger internal alerts or escalations if a call remains unreturned beyond a certain time.
• Location-Specific Routing: Apply different workflows based on the virtual number/location.

Tips

• Use clear and descriptive Rule Names to identify them easily later.
• Keep conditions specific to avoid false triggers (e.g., use “Call Status equals Missed” instead of just “Call Status”).
• Test rules in a non-production environment, if available, before applying to live numbers.
• Combine multiple conditions logically to tailor actions precisely.
• Always review message content (SMS, call flow scripts) for professionalism and compliance.

Benefits

• Reduces Manual Work: Eliminates the need for staff to manually follow up on common events.
• Faster Response Times: Ensures quick and consistent communication with patients or clients.
• Increased Accuracy: Avoids human error in handling repetitive workflows.
• Improves Patient Experience: Ensures no message or call goes unanswered or unacknowledged.
• Scalable: As practices grow, workflow rules adapt without increasing admin workload.

Best Practices

• Regularly review and refine rules based on changing workflows and team feedback.
• Use modular logic: Create small, focused rules instead of large, complex ones.
• For SMS workflows, keep messages short, clear, and actionable.
• Monitor effectiveness: Track if the rule outcomes are aligning with business goals (e.g., fewer missed call complaints).
• Use naming conventions (e.g., MissedCall_Hours_SMS, NoAnswer_FollowUp_Call) to stay organised as the number of rules grows.

Support / Contact

Need further help? Contact [e-mail]  or call 407-833-6436.