Sully.ai’s AI Receptionist answers inbound calls, understands the caller’s request, and books, reschedules, or cancels appointments in your scheduling system under rules you define. Here’s the flow it follows.

Call handling flow

1. Greeting & disclosure: Plays your clinic greeting and any required consent/recording message.

2. Identity verification: Confirms the caller (e.g., name + DOB, phone on file, or MRN) and links the call to the patient record.

3. Intent detection: Determines whether the caller wants to book, reschedule, cancel, or ask about logistics (location, hours, directions).

4. Availability lookup: Checks real‑time calendars across locations, providers, and visit types (in‑person/telehealth) per your scheduling rules.

5. Offer times: Presents best‑fit time options (soonest, same provider, or preferred window) and can search adjacent dates if none are acceptable.

6. Book/confirm: Places the appointment with correct metadata (reason for visit, location, modality), then confirms with the caller.

7. Reschedule/cancel: Honors clinic policies (cut‑off windows, fees, cancellation reasons), updates the schedule, and frees the slot.

Documentation & audit

• The call summary, transcript (if enabled), and all scheduling actions are logged with timestamps and user attribution.

• Appointments, changes, and notes are written back to your EHR/PM system so staff see them where they already work.

Configuration highlights

• Greetings, disclosures, and verification prompts

• Scheduling rules (providers, visit types, durations, buffers, eligibility)

• Cancellation/reschedule policies and waitlist logic

• Notification channels and templates

• Escalation paths and transfer targets