Once your phone system is connected to Heron, testing ensures everything is working exactly as intended, from how calls are answered to how inquiries appear in your dashboard. A few quick test calls can confirm that patients will always be greeted, logged, and routed correctly.
Heron’s Customer Success team will run these tests for you, but your staff can also perform them anytime after setup or system changes.
⚙️ How to Test Your Configuration
Run a Standard Test Call
Call your main clinic number during business hours.
Let it ring through to Heron (if set up for overflow) or call the Heron number directly.
Confirm that Heron answers promptly with the correct greeting.
Test After-Hours Routing
Call outside your business hours or during a scheduled break period.
Verify that Heron answers automatically and provides after-hours instructions or triage.
Test IVR / Menu Routing (if applicable)
Call your main number and follow the IVR options (e.g., “Press 3 for our virtual assistant”).
Confirm that Heron answers under the correct menu option.
Check Call Summaries in the Dashboard
Log into your Heron dashboard.
Confirm that each test call appears as an Inquiry Card with a summary and transcript.
Ensure caller ID, intent category, and timestamps are correct.
Review Urgent or Trigger Phrases
Say one or two configured urgent phrases (e.g., “I need help now,” “This is an emergency”).
Confirm that Heron gives the correct safety response and ends the call as expected.
✅ Best Practices
Test during both open hours and after hours.
Involve your reception team — they’ll recognize if the tone and routing feel right.
Check that call summaries appear under the right workflow lane (New, Needs Staff, Scheduled, or Completed).
Re-test any time your phone provider, business hours, or IVR setup changes.