Capability · Routing & hand-off
Team hand-off, tasks & alerts
Team hand-off turns anything that needs a person into a clear task for your team, with the details already captured. Alerts and summaries keep the right people informed, so follow-up work is easy to see and act on.
At a glance
- What it does
- Turns anything that needs a person into a clear task, with alerts for your team
- Channels
- Tasks from calls and other channels, with alerts by SMS or email
- Integrations
- Your Intavia dashboard and your practice system, such as Dentally
- What you can customise
- Which situations become tasks, how urgent each one is, and who is alerted and how
- What your team sees
- Tasks with the caller's details and request, alerts, and open-task summaries by email
- Setup
- Done for you by our team, around how your team follows up
How it works
Team hand-off is built around how your team works. Our team does the setup work: we agree with you which situations need a person and how urgent each one is, turn that into hand-off rules, and Intavia applies them after every conversation.
- Plan: we agree with you which situations need your team, how urgent each one is and who should hear about it. Our team builds the hand-off rules from that.
- Recognise: after each conversation, Intavia identifies anything your team needs to do, including callbacks the caller asked for, messages for staff and follow-up Intavia told the caller to expect.
- Task: a task is created in your Intavia dashboard with the caller's details, what they asked for and the next step for your team.
- Alert: your team can be alerted by SMS or email, for every task or only urgent ones.
- Follow up: your team assigns, updates and completes tasks, with notes and a full history of each one.
- Summaries: during reception hours, open tasks can be summarised by email at regular intervals you choose, so callers waiting for a reply stay in view.
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 |
|---|---|
| Situations | Which situations become a task for your team, such as callback requests, messages for staff or late-arrival notices |
| Urgency | Which situations are marked urgent |
| Alerts | Whether alerts go out for every task, only urgent ones or none, and whether by SMS or email |
| Recipients | Who receives alerts and summaries |
| New-task emails | Whether an email goes out as each new task arrives during reception hours |
| Open-task summaries | Whether open tasks are summarised by email during reception hours at regular intervals you choose, and for which groups of people |
| Callback number | Which number a task gives for the callback, such as the number the caller rang from or one they confirmed |
| Patient notes | Whether a note is also added to the patient's record in your practice system, where your system supports notes |
What a task includes
- Who got in touch, with a callback number or email where one was given or agreed.
- What they asked for, in a short summary.
- The next step for your team.
- Why the request came to your team, where Intavia handed it over.
- Its urgency, with a link to the full conversation.
Works together with
- Call routing & transfers: Calls that need a person reach the right one, with context.
- Dashboard, recordings & analytics: Every call's summary and transcript, recordings where available, and analytics across calls and tasks.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
- After-hours & missed calls: Calls answered and enquiries moving outside reception hours, including bank holidays.
- Urgent & emergency calls: Urgent calls recognised early and routed, advised or booked the way your practice decides.
- PMS & booking system integration: Live information from your practice system and appointments handled directly in it.
FAQs
On the Tasks page of your Intavia dashboard, as a board or a list. Team members can assign, update and complete them, and add notes.
Yes. Alerts can go out for every task, only urgent ones or none, by SMS or email. Tasks are still created and kept in your dashboard either way.
Intavia takes the details, such as which appointment and roughly how late they expect to be, and passes them to your team as a task. Notices for today's appointments can be marked urgent so they stand out.
That becomes a task for your team, even if the caller didn't ask for a callback. Your team sees what the caller needed and what they were told to expect.
Yes. Task performance in your analytics shows how many tasks were completed and how long they took, by team member and by urgency.