Fidelity Calls

Client Onboarding

Tell us about your practice so we can build your AI receptionist. Most clients finish in 15-20 minutes. Your progress is saved automatically.

Step 1 of 6 Your Practice

Business Basics

These are the first things callers ask. If the AI gets the name, hours, or address wrong, trust is gone immediately.

The way patients say it, not the legal entity. "Midwest Hearing" not "Midwest Hearing Associates LLC."

Include suite/building info patients need to find you.

Main line and any location-specific numbers.

Include lunch closures, early closes, half days. The AI uses this to tell callers when they can come in.

Day Location 1
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

A simple summary of your typical hours. The AI uses this to answer "when are you open?"

What should the AI say when someone calls outside business hours?

Landmarks, parking, building entrance — anything a caller would need to locate you. Vera uses this when patients ask for directions.

Team & Providers

The AI needs to know who works there so it can route calls correctly and use proper names and titles.

Who gets live transfers and when?

e.g. "Always take a message during lunch," "never transfer vendor calls"

Who gets called if something can't wait -- sudden hearing loss, broken aid before a wedding, etc.

Services Offered

The #1 reason people call: "Do you do ___?" The AI needs a complete list so it can confirm services confidently instead of saying "I'm not sure."

Helps the AI set caller expectations: "A hearing test typically takes about an hour."

Hearing evaluation (new patient)
Hearing aid fitting
Follow-up / adjustment
Repair (in-house)
Cleaning
Tinnitus evaluation
Earwax removal
Other

Prevents the AI from accidentally promising something you can't do.

What should a first-time caller expect?

Insurance & Payment

This is the #1 question callers ask after "can I schedule an appointment." A confident answer here builds trust instantly.

e.g. "We accept most major plans, but recommend calling your insurance to verify coverage before your visit."

Scheduling

This determines whether the AI can book appointments directly or needs to hand off to staff.

We'll research API access. If not, we'll route appointment requests to your team.

If manual scheduling, the AI will collect caller info and send it to this person to book.

Common Call Scenarios

Walk through each scenario: "When someone calls about this, what should happen?" Your answers become the AI's scripts.

What info does the AI need to collect? What should it tell them?

Transfer to front desk? Take a message? Ask for preferred new time?

Should the AI try basic troubleshooting ("Have you tried changing the battery?") or just schedule a repair visit?

Transfer? Take a message? Have the AI answer from the accepted plans list?

Any specific instructions? Parking lot location, building entrance, etc.

Sudden hearing loss, broken aid before important event. Same-day appointment? Transfer immediately?

Common approach: "I can take a message" then flag as vendor.

Common Questions & Answers

Add questions your patients ask frequently, with the answers you want Vera to give.

e.g. Q: Do you accept Medicare?  A: Yes, we accept most major insurance plans.

Escalation Rules

These are the guardrails. Getting this wrong means the AI either over-transfers (annoying your staff) or under-transfers (frustrating callers).

What situations should bypass message-taking and go straight to a human?

What situations should always result in a message, never a transfer?

e.g. "Apologize, take a detailed message, promise a callback within 2 hours from the office manager."

Personality & Tone

This is where the AI's personality gets shaped. A clinic in rural Nebraska sounds different than one in downtown Chicago.

Our default is "Vera." Would you like a different name?

e.g. "We look forward to seeing you," always confirm callback number

e.g. "hearing problem" -- say "hearing concerns" instead, avoid medical jargon

Construction, remodel, provider on leave, temporary location, etc.

What Makes You Different

If the AI can naturally mention "we've been in business for 30 years" or "we're the only clinic in the area with same-day repairs," it builds trust with callers.

Delivery & Final Details

Almost done! Just a few more details so we can get you set up.

We'll do test calls before going live. Who should we send results to?