Calls do not wait for reception to become quiet.
Love Teeth recorded 2,447 external calls in January 2026. During its busiest weekday period, between 9am and 11am, as many as 26 calls arrived in a single hour.
The reception team handled those calls alongside patients at the desk, clinician support and daily administration. Suitable calls needed to move forward without removing the route to a person whenever judgement was required.
“Our priority is high-quality patient care. At busy times, balancing phone calls, patients at the desk, administration and follow-up put real pressure on the reception team.”
What Love Teeth needed Sarah to do.
Move suitable calls forward
Sarah needed to do more than answer. For selected journeys, she needed to use Love Teeth’s approved information and Dentally workflows to book, reschedule or cancel appointments during the call.
Know when to involve the team
Not every dental call belongs in an automated workflow. Clinical uncertainty, policy exceptions, sensitive payment questions and unusual appointment requests still needed a clear transfer or follow-up route.
Fit the way the practice already works
Dentally remained the source of truth. Sarah needed to respect Love Teeth’s diary availability, appointment types, clinician preferences, urgent-call routes and patient-identification rules.
Sarah went live for missed and out-of-hours calls on 23 June 2026. Love Teeth then used real calls to refine emergency availability, alternative-clinician options and reception transfers before expanding her role.
“Intavia helped us work through what Sarah needed to do in a single workshop. We could test the setup ourselves, send over feedback and have the Intavia team make the changes without spending hours configuring it on our side.”
What changed for callers and reception
More coverage when reception is unavailable
Sarah initially supported missed and out-of-hours calls. Callers could receive approved practice information, begin an appointment journey or leave structured follow-up details during the call.
Selected appointment requests can move forward
For configured journeys, Sarah can use Dentally to identify the relevant patient and appointment, check approved availability and book, reschedule or cancel.
If a request falls outside Love Teeth’s rules, she involves the team rather than guessing or forcing an unsuitable option.
Patients still have a route to a person
During working hours, Sarah can attempt a live transfer to reception. If no one is available, she records the reason for the call and the relevant callback details.
Urgent requests follow Love Teeth’s practice-defined route. Sarah does not provide clinical advice.
“Sarah is now the first point of contact for most of our calls, giving patients a quick, consistent way to get routine things sorted. She can answer questions and help with appointments there and then, while bringing in our reception team when someone needs more support.”
A closer look at Sarah’s call coverage.
Projected from the latest seven days of call data, this snapshot shows the calls Sarah handled, the time she spent with callers and when she involved reception.
- Calls handled
- 2,032Inbound calls answered by the AI receptionist.
- Call time
- 43 hrsTotal time spent speaking with callers.
- Appointment calls
- 600Calls involving booking, rescheduling or cancellation.
- Handled without transfer
- 64%Calls handled without a transfer to the practice team.
An AI receptionist should fit the practice.
Love Teeth did not have to build its own voice-AI system or force its reception workflows into a generic script.
The practice retained control over what Sarah could complete, when she should involve reception and what she should never guess. Intavia handled the Dentally connection, workflow configuration, controlled rollout and ongoing adjustments needed to put those decisions into practice.
The result is an AI receptionist with a defined role in Love Teeth’s front office: helping callers move forward while keeping the reception team in control.
