Emma calls patients who are due for a check-up, books them into open chairs, texts the ones she can't reach, and answers returned calls on the practice's number. The team runs the day from here.

A patient's journey (from the Rule Board)

Where the data lives

One row per patient, straight from the dialer: how many times Emma tried, the last attempt and how it ended, the last message left (voicemail or text), and any reply that came back. Open a row for the full trail with the recording and transcript of each call.

The gauge counts today's calls against the daily target. The dialer stops for the day when the target is reached. Admins step the target up: 30, then 50, 60, 100.

Coverage: Emma only offers open recall chairs that are blocked in Eaglesoft and belong to an active doctor. A red spot is a Saturday or a week with too few open chairs (Rule Board); the dialer pauses while one exists if that rule is on.

Calls come from the dialer with recordings and transcripts. Bookings, Texts and Callbacks are the Sheet's log tabs; the system appends to them and the team marks bookings as entered in Eaglesoft and callbacks as done.

Patients need Patient_ID, First_Name and Phone. Open chairs need Date and Time. Column names like "First Name", "Cell" or "Chart Number" are recognised. Only team columns are written; status columns are kept by the system.

Every download is recorded in the activity log. These files contain patient information: keep them on practice computers.

Sundays are skipped when repeating. "Blocked in Eaglesoft" is set to Y on add; un-tick it in the table if the time isn't blocked yet, and Emma won't offer it. Each offered chair is held for the Hold time on the Rule Board so two callers can't take the same one.

Underlined cells are editable. Columns marked sys are written by the system and land in the Sheet on Push; the live picture is on Call center.

Coverage: PPO (exam and cleaning usually free twice a year), MEDICAID (no cost; Emma never says "Medicaid"), CASH (Emma quotes the cash price), UNKNOWN (no cost talk).

In Sandbox only rows whose phone is a test number are called. Live calls everyone READY in the calling hours, up to the daily target. A patient already booked by phone? Remove their row.

Practice name, town and manager are spoken on calls. Pain, red flags and billing questions transfer to the transfer number or land on the Callbacks list. Caller ID is the number patients see; the text sender name signs the follow-up text.

The sample sentence in the studio is your actual opening line. Use & call saves the voice and speed, reconnects Emma, and calls the chosen sandbox patient so you hear it on a real phone line. Each press leaves the previous voice under Versions on the voice platform.

How the call opens is set by Emma's script: press Connect Emma on Practices after a script change. Greeting and Voicemail message here are reference copies; the words spoken are set on the voice platform. Visit description and the text template are used live. Placeholders: {first_name} {agent_name} {practice_name} {slot_1} {slot_2}.

Set Active to N to hide a doctor without losing history. Books recall and Books short visits decide which chairs Emma may offer for each doctor.

Changes save here and go into the Rule Board tab of the Sheet, which the system re-reads every 5 minutes. Calling never happens before 9 am or after 8 pm Eastern.

A recipe is a scripted play for a situation. Rules switched off stay on the list but are left out of Emma's instructions.

Only the test phones are ever dialed or texted while Sandbox is on. Each number also needs a row on the Patients list so Emma has someone to call. Call now on a test phone works at any hour; Reset puts that patient back to READY with no attempts.

Live unlocks when every gate is ticked. Start the daily target small and step up: 30 the first day or two, then 50, 60, 100. The dialer stops for the day at the target.

The outbound Emma is shared: she says each practice's name, doctors and manager on its calls. Each practice's inbound Emma answers that practice's number. Numbers come from the voice platform at the same per-minute price; they show as a plain New Jersey number, so register each one at the Free Caller Registry so carriers don't mark it spam.

Move the sliders; everything recalculates. The total covers calling, texting, phone lines, hosting and engineering ($150 per practice per month). Attempts, gaps and text timing come from your Rule Board.