Caretelly

How it works

How a call goes, step by step

Caretelly answers the office phone, says it is the office's assistant and that the call is recorded, asks who the visit is for, verifies an existing patient by name and date of birth or creates a new one, offers real openings from the schedule, books the one the caller picks, and texts the details. Anything it cannot finish goes to the front desk.

Last updated 9 November 2026

The call, in six steps

  1. Greeting

    Every call is answered. The caller hears the office's name, that they are speaking with the office's assistant, and that the call is recorded. Then: how can I help?

  2. Who the visit is for

    The caller may be booking for themselves, a child or a parent. The assistant asks, so the right person ends up on the schedule.

  3. Verify or create

    An existing patient is verified by name and date of birth. A new patient is created in the office's schedule with the details the office asks for.

  4. Openings

    The assistant reads real openings from the office's practice software and offers them. It only offers what the office allows.

  5. Booked

    The caller's choice is read back and the appointment is written to the schedule.

  6. Text

    The patient gets a text with the minimum necessary: date, time, address and what to bring.

The questions are the office's

Each office has a call sheet: the interview steps the assistant asks, the emergency triggers it listens for, the closing line, and the office's own rules. The office edits it in the console.

Underneath the office's rules sits a fixed set Caretelly ships with, called Rules you never break. Offices add their own rules on top. The assistant does not diagnose and does not make insurance decisions.

When the assistant stops booking

  • A dental emergency. Swelling, fever, bleeding that will not stop, or an injury: the call is flagged urgent for the office's on-call team, and the caller is told to call 911 if it is life-threatening. Pain on its own is not treated as an emergency; the caller is offered openings.
  • Identity does not match. If the name and date of birth do not match a patient, nothing is booked or read out. The assistant holds the request for the front desk, who call back.
  • Anything else. A billing question, a request for a person, or something the assistant was not set up to handle becomes a message for the front desk.

What the front desk sees

The office console is a web page your team opens in a browser. It shows:

  • Today's calls, with what each caller wanted and what happened.
  • A needs-you list: urgent calls, held requests, messages, and any booking the practice software has not confirmed yet.
  • The transcript of every call.
  • The call sheet editor, and usage and billing.

Writes to the practice software are confirmed after the call. If a booking is not confirmed, the front desk is told. See how the Eaglesoft connection works.