Skip to main content

Review the calls Ava took

Front desk lists every call Ava answers. Open one to read the transcript, and ring back whoever left a message.

4 min read Updated 29 September 2026
On this page

Front desk appears in the sidebar once Ava is answering your phone, and it has three pages: Overview, Calls and Callbacks. Anyone on the practice team can read all three.

Ava rings only the people listed under Settings → Front desk → Who can answer transfers. The same list decides who can work the callback queue and who sees a call in progress, and whoever owns the practice can do both anyway.

Check the month's numbers

Open Front desk. Calls this month comes first, with the minutes those calls came to under it. Beside it are Transferred to staff and Messages taken, both as a share of that count, and Avg call length for an answered call.

All four cover the calendar month you're in and start again on the first.

Outcomes below them gives a count for each ending. Callbacks says how many people are still waiting to hear from you, whatever month they rang in.

The call at the top is still running.

Find a call

Open Front desk → Calls. It has every call Ava has answered, newest first, twenty-five to a page, with Previous and Next at the foot of a list longer than that. The number under the title is how many the filter left.

Narrow it with the picker above the table, which starts on All outcomes. Choosing one puts you back on page one, and Clear filter brings the rest back if nothing matches. What Ava can do has what the ten outcomes mean, and a call still on the line says In progress until it's one of them.

Each row shows the caller's number, when they rang, how long for, and how the call ended. A call that came in outside your business hours has an After hours badge. Press View to open it.

The picker narrows the list to one outcome.

Read a call's transcript

Read it down the right of the page, one line a turn. AVA and Caller are the two of them talking. Action is Ava doing something rather than saying something.

There's no recording, only the text, and Ava tells every caller so when she picks up. Transcription stops the moment a colleague joins, so a transferred call's transcript ends at the handover.

Call summary, on the left, repeats how the call ended. It also says Identity verified or Not verified, which is whether Ava got far enough to be sure who she was talking to. Where she matched the caller to a chart, Open patient record takes you to it. Estimated cost is on the same card, in billed minutes.

Three more cards appear where there's something to put in them. Transfers has every attempt to reach a colleague and whether they picked up. Confirmed actions lists what the caller agreed to and how far each one got. Callback requests is the message Ava took.

Ava rang a colleague first, then booked.

Call somebody back

  1. Open Front desk → Callbacks, which opens on whatever is still Open.
  2. Press I'll call on the one you're taking, so a colleague doesn't ring the same person.
  3. Ring the number on the card.
  4. Press Done. For somebody who has already been sorted out another way, press Dismiss instead.

A card gives you the caller's name, the number to ring, what they want, and how soon: Urgent or Routine. A time they said would suit them sits beside the date.

Two pills: how soon they need it, and where the callback has got to.

Switch the picker to In progress, Done or Dismissed to find one you've handled. A callback stays in the list whatever you do with it.

Those three buttons only appear for the people who can answer calls. Everybody else can read the queue and nothing else.

Take a call Ava hands you

Press Answer when Incoming call via Ava appears in the corner of whatever screen you're on, or Decline to leave it to a colleague. If the countdown on it runs out, it declines for you.

The card gives you the number, what Ava has worked out so far, and how long you have to decide.

Answering opens Live call. You get what Ava handled before you joined, a Mute for your microphone, and Hang up to end it. Your half of the conversation isn't written down and isn't recorded.

While a call is running, a Call in progress card sits at the top of the front desk overview and your dashboard, with the caller's number and the last thing said on it. Only the people who can answer calls see it.

How long a call is kept

Ninety days, unless your practice has set something else. Turn on Front desk has where to change it.

After that the transcript is deleted and the caller's number comes off the call. The call stays in your log, with Unknown where the number was.

Was this helpful?