Capability · Routing & hand-off
Call screening
Call screening keeps sales and spam calls away from your team, so their time goes to patients. Genuine callers are still helped or put through in the usual way.
At a glance
- What it does
- Keeps sales and spam calls away from your team
- Channels
- Inbound calls, with additional channels available
- Integrations
- Your existing practice phone line and the Intavia dashboard
- What you can customise
- Which calls are screened, how business callers are handled and which callers are put through
- What your team sees
- Screened calls recorded in your dashboard, with any short message in the call summary rather than your task list
- Setup
- Done for you by our team, around who your team wants to hear from
How it works
Call screening is built around your practice. Our team does the setup work: we agree with you which calls your team wants to hear about and how the rest should be handled, and Intavia applies those rules on every call it answers.
- Plan: we agree with you which calls count as sales or spam, how genuine business callers such as suppliers or laboratories are handled, and which callers can be put through.
- Understand: Intavia answers and finds out what the caller wants. Sales pitches, marketing and other unwanted calls are recognised from what the caller says.
- Handle: screened calls are ended politely, or a short message is noted in the call summary where your practice prefers, without being put through to your team.
- Route: patients and other genuine callers are helped or routed as usual, following your call routing and hand-off rules.
- Record: each screened call is recorded in your dashboard, separate from the tasks your team needs to act on.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Screened calls | Which kinds of calls are kept away from your team, such as sales pitches, marketing and other unwanted calls |
| Business callers | How suppliers, laboratories, referrers and other professional callers are handled, such as taking a message for the right person |
| Response | Whether a screened call is ended politely or a short message is noted in the call summary |
| Put-through rules | Which callers can be put through to your team, and when, in line with your call routing |
| Reporting | How screened calls are labelled in your dashboard and analytics |
Works together with
- Call routing & transfers: Calls that need a person reach the right one, with context.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
- Overflow call handling: Intavia picks up the calls your team can't, so callers still get help.
- Dashboard, recordings & analytics: Every call's summary and transcript, recordings where available, and analytics across calls and tasks.
- Practice rules & policies: Your booking rules, cancellation policy and hand-off rules, followed on every call.
FAQs
Screening happens in the conversation rather than at your phone provider. Intavia answers, recognises the call for what it is and handles it under your rules, so your team isn't interrupted.
Screening is based on what the caller says they need, so patients and genuine business callers are helped or routed as usual. Every screened call has a summary and transcript in your dashboard, so your team can check, and our team can adjust the rules if you'd like anything handled differently.
Yes. It applies whenever Intavia answers, whether that's every call, after hours or when your lines are busy.
Yes. Tell your support team what you need and they update the rules. There's nothing for you to configure.