How does the AI Call Center & call history work?

With this release, AI Call Center interactions are now automatically included in the appointment timeline.

When a patient is contacted about a potential no-show, you will now see:

• All call attempts

• The outcome of each call

• A clear summary of what was discussed

These interactions appear alongside existing communications (emails, SMS, app actions), giving your team a complete view of patient engagement.

 

☎️ Called the patient manually?

If someone from the practice contacted the patient by phone outside of TurnUp:

➡️ Set the appointment status to “Called manually”

This ensures:

• Everyone knows the patient has already been contacted

• TurnUp won’t trigger an unnecessary AI call

• The follow-up is clearly logged in the timeline

🧠 Opening the AI Call Center

Clicking the “Call Center” button opens a new side panel (sidesheet) containing:

• 📞 The full call history

• ▶️ A button to start a new AI call

This panel is the central place for everything related to phone-based no-show follow-up.

📞 What happens during an AI call?

When you initiate a call:

• The AI Call Center automatically calls the patient

• The AI asks a clear question:

  “Will you attend your appointment?”

• The patient can confirm or indicate they won’t attend

All of this happens automatically, without extra effort from your team.

📝 Summary & AI insights

After each call, you’ll see:

• A clear conversation summary

• The AI’s reasoning process
  (how the conclusion was reached)

This gives you insight not just into the result, but also why that result was determined.

🕒 Call Center events in the timeline

Each AI call also appears in the appointment timeline.

• Hover over a timeline step marked Call Center
  → view more details about the call(s)

• Click “View call”
  → the Call Center side panel opens

This allows quick access to call details from anywhere in the platform.

 

✅ Why this matters

With this update:

• You get one complete overview of all patient communication

• You avoid duplicate or unnecessary follow-up

• Every team member knows exactly what has already happened and by whom

👉 Fewer no-shows, more clarity, less manual work.