How AI Calls Work (Call Cases)

Last updated: July 22, 2026

This article covers the situations an AI agent handles on a call and how each result is recorded.

Outbound outreach

AI agents primarily make outbound calls — proactively reaching patients for their workflow. There are three call scenarios, one per agent:

  • Hygiene reactivation — reaching overdue hygiene patients to get them rescheduled.

  • Treatment-plan reactivation — following up on unscheduled treatment.

  • Appointment confirmation — confirming upcoming appointments to reduce no-shows.

How a call gets placed

An AI call happens in one of two ways:

  1. From a Campaign — when a campaign's cadence includes an AI phone call touch, the agent calls each enrolled patient at that step.

  2. A manual or test call — you can initiate a call yourself, choosing:

    • Call Type — Test Call (a trial run, no patient impact) or Live Call (a real call to the patient).

    • Conversation Type — Phone or SMS.

    • Call From / Call To, the patient, and optional Additional Context notes for the AI.

What happens on the call

The agent follows its scripts and workflow, and can answer questions using your FAQs. Depending on how the patient responds, the outcome is recorded automatically:

  • Patient answers and books → recorded as Scheduled ("Booked an appointment"). The agent books against your practice schedule.

  • Voicemail is detected → the agent leaves your Voicemail script; recorded as Voicemail.

  • Patient asks to be called back or declines → recorded as Denied ("Spoke but they declined to book").

  • Patient asks not to be contacted → recorded as Deactivation; the patient is also opted out, with a note that they requested no further contact during the AI call.

Appointment-confirmation calls additionally record outcomes like Confirmed, Cancelled, or Rescheduled.

How outcomes flow back into the workflow

When a call ends, the agent writes back everything automatically:

  • The outcome is saved to the patient's outreach, and that patient is claimed out of the workflow queue — just like a manual attempt.

  • The transcript, a summary, the duration, and (for phone calls) a recording are saved to the conversation for later review.

See Reviewing Agent Activity for where to find all of this.

What's next

  • Reviewing Agent Activity (Analytics & Conversations)