Dental and medical practices
Reception is with a patient. The phone still gets answered.
A missed new-patient call is a lost course of treatment. Grepiv answers in your practice's own words, captures the enquiry into the fields you choose, books inside your opening hours, and hands anything clinical straight to a person.
The problem
Reception is with a patient, so the new-patient call goes to voicemail.
Every line is answered in your practice's words. Enquiries are captured into the fields you choose, appointments land inside opening hours, and anything clinical transfers to a person.
What Grepiv does on the line
- Round-the-clock answering with a live transfer for anything clinical
- New-patient details captured into your own custom fields
- Booking that respects opening hours and per-weekday overrides
- WhatsApp and SMS on the number patients already call
Pipelines you would name
Pipelines and custom fields are yours to define. These are the ones a desk in this trade usually ends up with.
- New patients
- Recalls
- Treatment plans
The outcome
Every call lands on the desk.
Whatever the agent captured on the call arrives as a lead in the pipeline you named, with the fields you asked for, ready for whoever picks it up.
| Name | Pipeline | Source |
|---|---|---|
| Dana Whitfield | Intake | Inbound call |
| Marcus Reyes | New quotes | Webhook |
| Priya Nair | Renewals | AI SMS |
| Tom Alderman | Intake | Outbound call |
Leads as they arrive, tagged with the pipeline and the source that created them.
Setup
Live in an afternoon.
The same five steps whatever the trade. Only the script and the pipelines differ.
01
Connect your numbers
Add Twilio credentials, fetch your inventory, and tag the lines Grepiv should use.
02
Write the agent
Script, greeting, voice, extraction fields, tools, and transfer rules. Per inbound number or outbound config.
03
Turn on texting
Attach an AI SMS config, and WhatsApp if you want it. Optional auto-reply on the same numbers.
04
Catch every lead
Pipelines and forms decide where a person lands. Webhooks and the dashboard both create leads.
05
Book and hand off
Appointments land on the calendar. Webhooks push the outcome to your CRM.
A call, start to finish
What it sounds like.
A new-patient call at 7:40pm, after the practice has closed.
- GrepivGood evening, Ashgrove Dental. The practice is closed now, but I can take your details and get you booked. How can I help?
- CallerI chipped a tooth on the weekend and I need someone to look at it.
- GrepivSorry to hear that. Are you in pain at the moment, or is it more the look of it?
- CallerIt aches a bit when I drink something cold.
- GrepivUnderstood. Have you been to us before, or would this be your first visit?
- CallerFirst time.
- GrepivNo problem. We open at eight — I have Tuesday at nine forty with Dr Wells, or Wednesday at two. Which works?
- CallerTuesday, please.
- GrepivTuesday at nine forty with Dr Wells. I will text the confirmation and what to bring.
On the desk afterwards
Extracted from the transcript, no retyping.
- New patient: yes
- Concern: chipped tooth, cold sensitivity
- Appointment: Tue 09:40, Dr Wells
- Pipeline: New patients
Questions
Dental and medical, specifically.
01
Will it try to answer clinical questions?
Only if you script it to. Transfer rules hand the call to a person on the phrases you choose, with an announcement, so clinical questions reach your team rather than the agent.
02
Can it text patients from our practice number?
Yes. SMS and WhatsApp run on the same numbers, so the conversation continues on the number patients already have.
03
What happens outside opening hours?
The line is still answered and the enquiry is still captured. Bookings are held to the working hours you configure, so nothing lands when the practice is shut.
Constant
What never changes.
Whatever the trade, these four are the same, which is why one platform covers all of them.
- 01
Your numbers
You connect your own Twilio account and tag the lines Grepiv may use. Numbers you already have can be ported in, and they stay on your account whatever the trade.
- 02
Your script
Greeting, script, voice, transfer rules and duration cap are set per number. That is what makes a line sound like it belongs to your trade rather than to a call centre.
- 03
Your fields
You define what each call should extract and which lead fields it fills. Pipelines and custom fields are yours to name.
- 04
Your system of record
Pre-call enrichment and post-call workflows are plain HTTP, so the outcome lands in the case management system, agency management system, CRM or ATS you already run.
Other industries