SimboConnect - AI Phone Copilot
Reset your password
Phone Copilot: Forgot and Reset Password This article explains how users can recover access to p...
How to open Organization Settings - Admin Panel
What this covers: Getting to the correct page and understanding the layout. Steps Sign in t...
How to update Organization Information
What this covers: Profile details, spoken labels, address, timezone, and security. Steps Go...
How to set business hours and spoken office hours
What this covers: Working days, common hours, custom time slots, and the spoken message read to c...
Get to know the Inbound dashboard
Purpose: Understand what you’re seeing and how calls are organized. Where: Top navigation → Inbo...
Create your own persistent dashboards (Favorites)
Purpose: Save any filter combination so you can return to it with one click. Steps Open the...
Use shortcut dashboards (preset filters)
Purpose: Jump to common call categories with one click. Steps On the Inbound page, click a ...
Search calls Or SMS interactions
Purpose: Find a specific caller or reason fast. Steps Click into Search (top‑right). T...
Filter calls (Type, Language, Status, Copilot, Intent)
Purpose: Narrow the list to exactly what you need. Steps Click the Filter button (blue circ...
Work with grouped call threads (by phone number)
Purpose: Handle multiple interactions from the same person as a single workflow. Steps Call...
Place an outbound call from the dialer (HIPAA‑compliant)
Purpose: Call a patient or a third party directly from SimboConnect. Steps Click the floati...
Send a HIPAA‑compliant chat message from the calls worklist dashboard (home screen)
Purpose: Coordinate with your team without leaving the dashboard. Steps Click the floating ...
Refresh, collapse, and paginate on Inbound calls worklist
Purpose: Control how much you see and keep the list fresh. Refresh Call Logs: pulls in the l...
Column quick reference for calls worklist dashboard
Phone No. — Caller’s number. Groups indicate related interactions. Copilot — AI line or ...
Icon guide on main home screen (call worklist dashboard)
☎︎ / phone icon — Voice call entry. 💬 / message icon — Message entry. EN / ES badge...
SimboConnect — Home Screen All Calls Worklist Dashboard
This guide turns your video walkthrough into structured help content your customers can use. It...
Call Details screen overview (single-page guide)
Purpose: Explain every part of the Call Details screen shown in the two snapshots and how staff c...
Navigate the Call Details screen
Purpose: Help staff understand the three-panel Call Details screen and where to find common actio...
View caller history and past SMS
Purpose: See previous calls and text conversations from the same phone number. Steps Open a...
Play a specific audio part of the call
Purpose: Listen to the exact audio segment that matches a transcript line. Steps In the mid...
Listen to the full call recording
Purpose: Review the entire call in one go. Steps Scroll to the bottom of the middle panel. ...
Read the AI Summary and request blocks
Purpose: Understand the call quickly and see what Phone Copilot already handled. Steps Look...
Send and receive SMS text chat
Purpose: Chat with patients by SMS from inside the call record. Steps Open the call and loc...
Use Write with AI and Templates in SMS
Purpose: Reply faster with suggested text and pre-built responses. Steps In the SMS compose...
Call back a patient from the dashboard
Purpose: Place a return call without leaving the Call Details screen. Steps Open the call. ...
Block a spam or bot caller
Purpose: Stop the Phone Copilot from answering future calls from a spam number. Steps Open ...
Assign a call to a teammate and notify them
Purpose: Route work to the right person and create accountability. Steps Open the call. ...
Set the call status
Purpose: Show progress and keep the queue clean. Steps Open the call. Use the Status d...
Leave Staff Comments for your team
Purpose: Document follow-ups and decisions for later review. Steps Open the call and scroll...
Copy patient data with one click into your EHR
Purpose: Copy phone numbers, IDs, and structured fields into your EHR without retyping. Steps ...
Set Phone Number and Date of Birth Formats for EHR Copy Paste
Purpose: Make copied data paste directly into your EHR without edits. Steps Open any call. ...
View the Audit Trail
Purpose: See automated actions performed by the Copilot and outbound messages sent to the patient...
Give quick feedback on the AI
Purpose: Help improve the Copilot and flag issues. Steps Open the call. Use the thumbs...
Use More Info for call metadata
Purpose: Find the internal Call ID and related technical details for support. Steps Open th...
Verify patient identity and details
Purpose: Confirm who called and match the record to your EHR. Steps Open the call. In ...
Confirm what Copilot already resolved
Purpose: Avoid double work by checking outcomes first. Steps Open the call. In the Sum...
Download and use patient images from SMS
Purpose: Capture photos that patients send and extract important details. Steps Open the SM...
Take ownership with “I am Working on it”
Purpose: Signal to your team that you are actively handling this call. Steps Open the call....
Copy from transcript and share exact wording
Purpose: Capture exact phrases from the call when wording matters. Steps Anywhere in the sc...
Language handling in SimboConnect
Purpose: Know how languages work in the call review. Steps Listen to audio in the original ...
Manage SMS Text Chat With Patients in SimboConnect
Purpose: This guide explains how to use SimboConnect to send and receive SMS text messages with p...
View Resolved Calls in SimboConnect
Purpose: This article explains how to open the Resolved calls screen and how to read everything o...
Custom AI Agents in SimboConnect: Overview and Use Cases
Purpose: Explain what custom AI agents are, why they are useful for front office teams, and how t...
Create Custom Letters with Voice
Purpose: Show how to create a draft letter on your practice letterhead using voice. Your menu may...
Work with SimboGPT (HIPAA Compliant AI Chat)
Purpose: Explain how to use SimboGPT to get help from an AI chat that is designed for HIPAA compl...
AI Language Translator at the Front Desk
Purpose Help staff translate a live conversation with a walk‑in patient using the microphone. Th...
AI Agent Translator on a Phone Call
Purpose: Explain how to set up a two‑party phone call where the AI translates between both caller...
Enable or Create a Custom AI Agent
Purpose: Explain how your practice can request, scope, and enable a new custom AI agent in SimboC...
Manage Dashboard Logins: Page Overview and Quick Actions - Admin Panel
Purpose Help an admin understand the Dashboard Logins list and use the quick action icons for ea...
Add a New Dashboard User - Admin Panel
Purpose Create a new SimboConnect dashboard login, and optionally add the user as an On Call Pro...
Edit an Existing Dashboard User - Admin Panel
Purpose Update a user’s organization, name, and role information. Where to find this Admin tab...
Reset a User Password - Admin Panel
Purpose Create a new password for a user who cannot log in or needs a security reset. Where to ...
Delete a Dashboard User - Admin Panel
Purpose Remove a user’s access to the SimboConnect dashboard. Where to find this Admin tab → D...
Search and Filter Dashboard Users - Admin Panel
Purpose Quickly find users in large organizations. Where to find this Admin tab → Dashboard Lo...
Access and understand the On Call Providers page - Admin Panel
Purpose: Help you reach the On Call Providers screen and understand what is on it. Where to find...
Add a new On Call Provider - Admin Panel
Purpose: Guide you to create a new on-call provider record. Steps Go to On Call Providers i...
Edit an existing On Call Provider - Admin Panel
Purpose: Show you how to update a provider’s details. Steps Open On Call Providers. Fi...
Delete an On Call Provider safely - Admin Panel
Purpose: Explain how to remove a provider and avoid schedule issues. Important check before dele...
Search, filter, and switch organizations on the On Call Providers page - Admin Panel
Purpose: Help you quickly find the right provider and operate in the correct organization. Steps...
Copilot Settings page in SimboConnect
Purpose: This article explains what you see on the Copilot Settings page in the Phone Copilot adm...
Change the Copilot label
Purpose: This article shows how to rename the Copilot label that your internal team sees. Steps ...
Set or update the Default Greeting - Admin Panel
Purpose: This article explains how to create or edit the message that callers hear by default bef...
Add a Holiday or Temporary Greeting Override - Admin Panel
Purpose: This article shows how to create a time bound greeting for holidays, office closures, or...
How greeting priority works - Admin Panel
Purpose: This article clarifies which message the caller hears and when. Priority rules If ...
Input Forms Label Reference for Copilot Settings - Admin Panel
Purpose: This article lists each field and button on the page with a short description. Input Fo...
Troubleshooting greeting changes - Admin Panel
Purpose: This article helps you resolve common issues after editing greetings. Checklist I ...
Message Templates in SimboConnect: Overview - Admin Panel
Purpose: Explain what Message Templates are and where to find them in Phone Copilot. What are Me...
Viewing and Searching Message Templates - Admin Panel
Purpose: Show how to browse and search the existing templates. Steps Go to Admin > Copilot ...
Creating a New Message Template - Admin Panel
Purpose: Guide an administrator through adding a new template that is shared with all users. Ste...
Editing an Existing Message Template - Admin Panel
Purpose: Show how to update the heading or text of a template. Steps Go to Admin > Copilot ...
Deleting a Message Template - Admin Panel
Purpose: Explain how to safely remove a template that is no longer needed. Steps Open Admin...
Using Placeholders in Message Templates - Admin Panel
Purpose: Describe how to work with placeholder fields inside template text. What are placeholder...
Selecting Specific Organization Settings across the Admin Panel
Purpose: Explain how the Select Organization control works across all Admin sub-menus in Phone Co...
Unblock Callers - Admin Panel
Purpose: Use this page to restore calling access for phone numbers that were previously blocked i...
Manage Holidays and Unplanned Off-Hours - Admin Panel
Purpose: Use this page to tell Phone Copilot when your front office is closed. During these times...
Import and Export Holiday Schedules with Excel - Admin Panel
Purpose: Use Excel to add many closures at once, or to back up and share your schedule outside Ph...
On-Call Scheduling Overview - Admin Panel
Purpose Explain how Phone Copilot routes after-hours calls to the right person using on-call sch...
Switch Between Calendar and Table Views - Admin Panel
Purpose: Show how to see on-call coverage either on a calendar grid or in a sortable table. Step...
Adding On-Call Schedule - Admin Panel
Purpose: Guide a scheduler to add a single on-call entry for a specific period. Steps Open ...
Edit or Delete an On-Call Schedule Entry - Admin panel
Purpose: Explain how to adjust an existing schedule. Edit steps In Calendar view, double-cl...
Configure the Fallback On-call Schedule - Admin Panel
Purpose: Set a default contact who receives alerts when no other schedule matches. How it works ...
Create a Recurring On-call Schedule - Admin Panel
Purpose: Automate repeating coverage such as weekdays or weekends. Steps Open Default Sched...
Choosing Call Types for On-call Schedule - Admin Panel
Purpose: Explain how call types control which calls a schedule handles. What call types represen...
Set Alert Preferences (Alert Group) on a On-call Schedule - Admin Panel
Purpose: Explain what the Alert Preferences field does during scheduling. What it controls Aler...
Import and Export On-call Schedules with Excel - Admin Panel
Purpose: Show how to manage schedules in bulk with a spreadsheet. Export steps Open On-Call...
Verify On-call Coverage Using Calendar and Table View - Admin Panel
Purpose: Provide a quick checklist to ensure every after-hours call is routed. Steps In Cal...
Alert Groups in SimboConnect: Overview - Admin Panel
Purpose: Explain what an Alert Group is, how alerts flow during after-hours, and how to view Aler...
Create or Edit an Alert Group for After-Hours On-Call Alerts - Admin Panel
Purpose: Provide step-by-step instructions to add a new Alert Group or edit an existing one, and ...
Understanding Vacation and Temporary Overrides - Admin Panel
Purpose: Explain what a Vacation or Temporary Override is in Phone Copilot, why it is useful, and...
Manage Vacation and Temporary Overrides: Add, Edit, Delete, and View - Admin Panel
Purpose: Provide clear steps to add, edit, delete, and view Vacation or Temporary Overrides in Si...
Access Analytics in SimboConnect - Admin Panel
Purpose: Help you reach the analytics reports for phone operations in Phone Copilot. Where to fi...
Call Volume Report: Overview - Admin Panel
Purpose: Show total volume trends so you can plan staffing and office hours. What is in this rep...
Call Volume: Weekday Averages - Admin Panel
Purpose: Understand which weekdays receive more or fewer calls. Reading the panel Each bar ...
Call Volume: Hourly Averages - Admin Panel
Purpose: Identify peak hours during the day. Reading the panel Bars show the average calls ...
Call Volume: Daily Call Volume - Admin Panel
Purpose: Track exact call counts for each day in the selected period. Reading the panel Eac...
Call Details Report: Overview - Admin Panel
Purpose: Show what callers need, who handled calls, and how fast requests were closed. What is i...
Call Details: Call Bifurcation - Admin Panel
Purpose: Explain why people are calling your practice. Reading the panel Each category show...
Call Details: Call Assignments - Admin Panel
Purpose: Show how many calls each user is assigned. Reading the panel The table lists users...
Call Details: Call Closure Time / SLA - Admin Panel
Purpose: Measure how long it takes to close a caller’s request. Reading the panel Buckets s...
Call Details: Call Closed By (Call Closers) - Admin Panel
Purpose: Identify who is closing calls and at what share. Reading the panel The chart shows...
Customer Journey Report: Overview - Admin Panel
Purpose: Show how calls flow from start to finish, including transfers, pickups, misses, and hand...
Customer Journey: Transfers, Pickup, Missed Calls, and Handle Time - Admin Panel
Purpose: Turn journey insights into concrete actions that reduce missed calls and shorten time to...
Analytics Glossary - Admin Panel
Purpose: Provide clear meanings for terms used in SimboConnect analytics. Terms Call Volume...
Operational Playbook: Turning Analytics Into Action - Admin Panel
Purpose: Give you a simple routine to review analytics and improve service every week. Weekly rh...
User Roles Dashboard
Purpose Explain what each Phone Copilot user role can access, when to use each role, and how to ...
Manage Voices in the SimboConnect Admin Panel
This guide explains how to change the Copilot voice, add a custom or cloned voice, and choose a p...
What It Takes to Make AI Agents Sound Like a Human
This article explains, in plain language, what goes into a natural‑sounding AI voice. You will se...
SimboConnect: Enterprise AI Phone Co-Pilot for Healthcare
SimboConnect is a multilingual AI front-office phone co-pilot designed for healthcare organizatio...