Let's learn the terms and their use cases in the voicebot inbound feature.
Bot-Assisted Calls ▶
Bot Assisted Calls provide a centralized view of all calls where Voicebot played a role- whether the bot fully handled the interaction, transferred the call to a human agent, or flagged the call for follow‑up.
This is the dashboard where you can view all voicebot calls at a glance.Bot Assisted Calls are automatically categorized to make review and follow‑up simple and actionable.
To learn the control and features in Bot Assisted Calls, read Monitoring All Bot-Assisted Calls.
Use Cases
- Monitor voicebot performance across locations.
- Identify missed or incomplete patient interactions.
- Prioritize high-value follow-ups using conversion probability.
- Improve automation by analyzing transfer patterns.
Best Practices
- Review Follow‑Up Needed calls daily to maximize conversions.
- Monitor Bot Self‑Served calls to ensure information accuracy and quality.
- Analyze Transferred to Agent calls to identify automation gaps.
- Use conversion probability to prioritize high‑value follow‑ups.
Voicebot in VoiceStack ▶
Your front desk agents handle a high volume of calls every day - from high‑quality patient inquiries to marketing calls and even spam. Their time is valuable, and repetitive tasks can reduce their ability to focus on calls that truly matter.
Voicebot is designed to solve this. It handles routine and repetitive calls so that your Front Desk Agents (FDAs) can focus on delivering exceptional patient care.
Consider the Voicebot as an AI phone assistant built just for dental practices. It can speak naturally with patients over the phone and helps them complete tasks such as:
Booking appointments
Rescheduling appointments
Multi-patient bookings
Answering general questions
Voicebot can manage calls across all operating conditions:
- Online Hours: Assists patients when the clinic is open.
- Offline Hours: Handles calls when the practice is closed or the agents are away from their desks.
- Overflow Hours: When all the agents are busy and can't take calls.
To learn how to set up and manage Voicebot, read Set Up and Manage a Voicebot.
FAQs
1. What happens if Voicebot is down?
If the Voicebot is unavailable, the call automatically redirects to a real agent. If no agent or voicemail is configured, the call may be marked as missed.
2. Why does the call show the wrong location in analytics?
Analytics use the virtual number’s location, not the bot’s location. Ensure the correct location is mapped to the number.
3. What does “Unfulfilled by Bot” mean?
This happens when:
- Bot Status = Answered
- Call Outcome = Unfulfilled
The bot engaged with the caller but could not complete their request.
4. How do I know if a call was transferred by the bot?
In the Activity tab or call logs, use the filter Actions: Bot Transfer to view all calls the bot transferred.
5. Does deleting a bot affect existing call logs?
No. Deleting a bot does not remove past logs or analytics. It only deletes the bot configuration.
The VoiceBot configuration screen allows administrators to create, manage, and update bots easily. The configuration controls ensure the bot always reflects the latest operational needs of the dental practice.
Support
Need further help? Contact uk.support@voicestack.com or call +44 161 524 2575.