Charlie AI your virtual front-desk teammate, designed to provide a seamless experience for your patients by handling scheduling, answering common questions, and managing after-hours support. This guide serves as a roadmap for maintaining peak performance and ensuring your AI assistant remains perfectly aligned with your office goals.
✨ When You Need This Guide:
You want to keep Charlie’s responses accurate and helpful.
You need a routine for reviewing call quality and resolution rates.
You are looking to update practice details like holiday hours or new provider names.
You want to reduce the number of calls that get transferred to your live staff.
What This Covers (And What It Doesn't):
✅ Covers: Daily, weekly, and monthly maintenance routines, training workflows, and pronunciation updates.
❌ Doesn't Cover: How to use the full knowledge base tools for training Charlie. For that information, please reference the [Charlie AI Knowledge Base Guide].
Prerequisites/You'll Need:
Access to the ALOHA platform at app.getaloha.com.
Charlie AI as part of your package.
✅ Mastering the Charlie Routine
Consistent check-ins ensure that Charlie remains a high-performing asset for your practice. Follow these weekly and monthly steps to keep your AI teammate sharp.
☀️ Daily "Morning Sync"
Review the Call Log: Every morning, check the Reports > Charlie AI Log tab for calls from the night before. Filter for Hang Up outcomes and call back any clients who need a direct follow-up from the office.
Listen to Voicemails: Head over to the Tasks tab and select the Answering page. Click on any call to open the call panel. Listen to any messages, call the patient back if needed, and update the status to make sure everyone on your team is on the same page!
📅 Weekly Maintenance
Audit Call Outcomes: Navigate to the Reports > Charlie AI Log tab.
Filter by the Transferred and Hang Up calls to identify where Charlie may have lacked the information needed to help the caller.
Optimize Direct Feedback: Click on any call to open the detail view. Here you can use the Play button to listen or use the Transcript tab to read the Transcript. If Charlie’s response wasn't perfect, click the Optimize button. In the panel that opens, write the "ideal response." This creates a Training Question that Charlie will use exactly as written for future calls.
Fine-Tune Pronunciation: If you notice a name or insurance carrier sounds "robotic" while listening to calls, head to the Pronunciation page under the Agents > Knowledge Base tabs. Add a phonetic spelling (like "Smit" for "Smythe") to keep Charlie sounding professional.
🗓️ Monthly Optimization
Update Knowledge Base Articles: Review your Articles and Documents. If you have new pricing, updated office policies, or new services, make sure the text is updated so Charlie doesn't give out-of-date info.
Refresh Training Questions: Use the Test tab to simulate common patient inquiries. If the response isn't perfect, save a new Training Question. These take priority over all other sources.
Update Business/Vacation Hours: Visit Settings > Calendar > Working Hours to ensure your weekly shift times are correct. Then, check your Calendar tab to add blocks for any upcoming vacations or holiday closures.
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
Charlie gives the wrong answer. | The Knowledge Base is missing information or contains conflicting data. | Use the Optimize button in the call report to write the correct answer and train Charlie. |
A doctor's name sounds "off." | Charlie isn't familiar with the correct pronunciation | Add a new entry in the Pronunciation tab with a phonetic spelling. |
🎉 You'll Know It's Working When:
Live staff report a significant decrease in "basic" phone inquiries.
Call transcripts show patients successfully booking and rescheduling.
After-hours voicemails are shown in your Tasks > Answering tab.
💬 Need Help? We're Here!
If you have questions about specific settings or need help, reach out to us!
Phone: 800-563-0469
Email: support@getaloha.com
Chat: Use the chat bubble located at the bottom of the ALOHA dashboard.