# Multi-site practices

> Multi-site support gives your whole group one receptionist that knows every location. Patients are booked at the right site and get the right site's details, so each location runs to the same standard.

Type: Capability (Scheduling & practice rules)
Last reviewed: 3 October 2026
Web page: https://www.intavia.ai/docs/multi-site-practices

## At a glance

- What it does: Answers for every location and books patients at the right one
- Channels: Inbound and outbound calls, with additional channels available
- Integrations: Your practice management system, such as Dentally
- What you can customise: Which locations each number answers for, what each site offers and how each site's hand-offs work
- What your team sees: Bookings at the right site in your system, with outcomes and tasks for your whole group in one place
- Setup: Done for you by our team, around how each of your locations works

## How it works

Multi-site support is built around your locations. Our team does the setup work: we agree with you what each site offers and how it handles patients, and Intavia applies that to every conversation, whichever location it's for.

1. Plan: we agree with you each location's services, clinicians, reception hours and hand-off arrangements. Our team builds them into one setup.
2. Location: when each site has its own number, the number dialled sets the location. Otherwise Intavia asks which site the patient wants, recognising the names patients use for each.
3. Details: patients hear the services, clinicians and reception hours for that site, not another one.
4. Booking: times are found and booked at the chosen site, with clinicians who work there.
5. Changes: existing appointments are moved or cancelled at their own site. Moving an appointment to another site is passed to your team.
6. Next step: hand-offs go to the right site's team by transfer during that site's reception hours, or as a task with the site captured.

## 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 |
| --- | --- |
| Locations | Which locations are included, and the names patients use for each |
| Phone numbers | Whether each location has its own number, or patients choose a site during the conversation |
| Services and clinicians | What each location offers, and which clinicians work there |
| Reception hours | Each location's staffed reception hours |
| Another site | Whether patients are offered another location when their first choice has no suitable times |
| Hand-over | Where each location's hand-offs go, and whether a site takes transfers or messages |
| Fallbacks | Alternative routes that keep things moving, such as offering another location or clinician, or passing the request to that site's team |

## Works together with

- [Appointment booking, changes & cancellations](https://www.intavia.ai/capabilities/appointment-booking): Appointments booked, moved and cancelled during the call, directly in your system.
- [Call routing & transfers](https://www.intavia.ai/capabilities/call-routing): Calls that need a person reach the right one, with context.
- [Team hand-off, tasks & alerts](https://www.intavia.ai/docs/team-hand-off): Clear tasks and alerts so your team knows exactly what to do next.
- [Practice knowledge & pricing answers](https://www.intavia.ai/docs/practice-knowledge): Clear answers about your services, prices and practice, from information you approve.
- [Practice rules & policies](https://www.intavia.ai/docs/practice-rules): Your booking rules, cancellation policy and hand-off rules, followed on every call.
- [PMS & booking system integration](https://www.intavia.ai/integrations): Live information from your practice system and appointments handled directly in it.

## FAQs

### Do our locations need separate phone numbers?

No. If each site has its own number, Intavia knows which location the patient is calling about. If you share one number, patients are asked which site they want.

### What if our locations offer different services?

Each location's services, clinicians and hours are set up separately, so patients are offered what that site provides.

### Can a patient move their appointment to another location?

Appointments are moved within their own location. A move to a different site is passed to your team with the details, so they can arrange it.

### Can each location handle hand-offs differently?

Yes. Each site can have its own transfer arrangements and reception hours, and a site can take messages instead of transfers if that suits its team.

### Can we add a location later?

Yes. Tell your support team about the new site and they add it to the setup. There's nothing for you to configure.