After-hours calls went to voicemail. Now they book themselves.
The problem
The practice closed at six; a third of new-patient calls came in later. They landed in a voicemail box nobody enjoyed working through. Two front-desk staff started every morning with a backlog of callbacks — and reached perhaps half before the waiting room filled up.
What was built
A phone agent that picks up after closing time. It speaks the practice’s own wording, knows the treatment list and scheduling rules, books directly into the live calendar, and escalates emergencies to the on-call line. Built in five days, tested with the front-desk team in two.
How it works
Answer
Every call after closing time is picked up within two rings, greeted in the practice’s own wording.
Triage
Emergencies are routed straight to the on-call number. Everything else continues with the agent.
Book
The agent checks the live calendar, books the slot, and confirms by SMS.
Hand over
Edge cases produce a transcript and a callback task in the practice inbox before opening.
The outcome
38% of new bookings now happen outside office hours, and the morning callback backlog is gone. The practice owns the agent, the prompts, and the phone number.