Why this review matters
Phone Agent can use information from your practice management system (PMS), clinic website, and manual entries. Imported information is a starting point, not a go-live approval. Public website content may be incomplete, out of date, or written for patients rather than call handling.
Review every location before the agent answers real callers. This is especially important for prices, opening hours, service availability, team assignments, insurance wording, and emergency instructions.
Open the clinic information
Open Phone Agent > Agents.
Open the agent you want to check.
Select Edit.
Review each selected location and its work hours, services, team members, policies, workflows, transfers, and emergency handling.
Save your changes, then test the agent before going live.
Review each location separately
For every location, confirm:
The clinic name, address, contact details, and directions are correct.
Opening days, closed days, start and end times, and split sessions match the hours callers should be given.
Services are attached to the correct location and inactive or unavailable services are not presented as bookable.
Team members are assigned to the correct locations and services.
Location-specific policies, access information, and out-of-hours instructions are accurate.
Do not assume two locations use the same services, prices, hours, or escalation routes.
Check services, duration, and pricing
For each service, review its name, caller-facing description, category, duration, price, operational instructions, and location availability.
The Price field accepts a single numeric amount. If a service has a range, “from” price, insurance condition, package price, or clinician-dependent price, enter an appropriate numeric amount only where your clinic has approved one and explain the conditions in the caller-facing description.
Do not let the agent promise insurance reimbursement, eligibility, or a final treatment price unless your approved clinic wording supports it.
If a PMS-controlled field is read-only, correct it in the PMS or use an available Phone Agent override. Re-check the value after refreshing imported data.
Understand what each source does
PMS: use this for connected patient, practitioner, appointment, and availability workflows supported by your integration.
Website: useful for public clinic information, but it does not by itself create live booking or patient lookup capability.
Manual: use this when the source is unavailable or the agent needs approved information that is not held there.
If you refresh a source, review the affected information again before relying on it. Keep your PMS or website current where it is the source of truth.
Test the corrected information
Use the Phone Agent Playground and direct test calls to ask about:
Each location's opening hours and directions.
Common services, prices, durations, and practitioners.
New, rescheduled, and cancelled appointments.
Insurance, referral, prescription, and results questions relevant to your clinic.
Out-of-hours, urgent, emergency, and human-transfer scenarios.
Review the transcript in Phone Agent > Call Logs. If the agent gives an incorrect answer, correct the underlying clinic information or workflow and repeat the test.
Before go-live
Ask a clinic owner to approve the final information and nominate someone to maintain it. Repeat the review whenever the clinic changes hours, prices, services, practitioners, locations, policies, or phone routing.