Every call is automatically captured by Heron, with key details turned into a clear, structured summary. This gives your staff the context they need at a glance — helping them follow up faster, hand over between shifts smoothly, and keep patients looked after.
📍 Where to Find Call Summaries
All calls appear as inquiry cards on your Workflow board, moving through stages:
New Inquiry → recently logged calls
Needs Staff → requires human review or action
In Progress → staff are handling it
Scheduled → appointment confirmed
Completed → inquiry resolved
🗂️ What You’ll See in a Call Card
Each call card contains:
Patient details → name, phone number, DOB (if captured or matched via PMS)
Assignee → Heron AI or staff member responsible
Intent → booking, billing, urgent, or general inquiry
Priority → low, medium, high, urgent
Current status → where it sits in the workflow board
📝 Inside the Call Summary (Detail View)
When you click into a call, you’ll see:
Call history log → timestamps of when the call was received and when status changed
Recording & transcript (if enabled) → full context of the conversation
TL;DR summary → a short note capturing:
Patient name & phone
Reason for the call (e.g., booking request, billing question)
Preferred date/time (if booking-related)
Action required (e.g., staff confirmation, follow-up)
Notes section → staff can add handover comments or extra details
Direct messaging → reply to the patient directly (SMS, WhatsApp, or email) without leaving the dashboard
✅ Best Practices
Check “Needs Staff” daily → these are unresolved inquiries waiting on action.
Use call summaries for handover between shifts so nothing is missed.
Encourage staff to add notes for complex or sensitive cases.
For bookings, always confirm the patient’s preferred time in your PMS, then move the card to Scheduled.
Once resolved, mark the card as Completed to keep your board clean and accurate.
👉 Call summaries turn every conversation into an actionable task, so your team never misses a detail — and your patients always feel looked after.