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Listen to the full call recording
Purpose: Review the entire call in one go. Steps Scroll to the bottom of the middle panel. Use the full audio player to play, pause, or scrub through the recording. Tips and good practice The full audio is in the original language spoken b...
Read the AI Summary and request blocks
Purpose: Understand the call quickly and see what Phone Copilot already handled. Steps Look at the right panel. At the top, review Patient Info such as DOB, insurance ID, patient ID, email, and phone. Read the Summary card to learn the purpose ...
Send and receive SMS text chat
Purpose: Chat with patients by SMS from inside the call record. Steps Open the call and locate the chat box on the right side of the screen. Type your message in the “Type your message” field. Click the send icon to send an SMS. When the p...
Use Write with AI and Templates in SMS
Purpose: Reply faster with suggested text and pre-built responses. Steps In the SMS composer, click Write with AI to get a draft reply based on the call summary. Review and edit the suggestion if needed. Click Templates to choose a pre-filled m...
Call back a patient from the dashboard
Purpose: Place a return call without leaving the Call Details screen. Steps Open the call. Click the call icon near the Caller ID or within the action area. Confirm the number and start the call. Tips and good practice SimboConnect ca...
Block a spam or bot caller
Purpose: Stop the Phone Copilot from answering future calls from a spam number. Steps Open the call from the unwanted number. Click Block at the top of the screen. Confirm the action. Tips and good practice If you block a number by mi...
Assign a call to a teammate and notify them
Purpose: Route work to the right person and create accountability. Steps Open the call. Use the Assign To dropdown near the top right. Choose the staff member. Click Submit. The assignee receives an email notification that the call ha...
Set the call status
Purpose: Show progress and keep the queue clean. Steps Open the call. Use the Status dropdown and choose one of these options: Open In-progress Resolve Resolved No Response Delete Click Mark as Resolved when the tas...
Leave Staff Comments for your team
Purpose: Document follow-ups and decisions for later review. Steps Open the call and scroll to the Staff Comments box. Type your note, for example, “Spoke with patient. Needs to discuss prescription with provider.” Click Save. What you wil...
Copy patient data with one click into your EHR
Purpose: Copy phone numbers, IDs, and structured fields into your EHR without retyping. Steps In the right panel, find the field you need to copy Click the copy icon next to the value. Paste into your EHR. Tips and good practice Confi...
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. In the right panel, locate the settings for Phone Number Format and Date of Birth Format. Choose the format your EHR expects. Phone example formats:...
View the Audit Trail
Purpose: See automated actions performed by the Copilot and outbound messages sent to the patient. Steps Open the call. Click Audit Trail near the top right. Review the list of automated actions such as SMS messages and system updates. Tip...
Give quick feedback on the AI
Purpose: Help improve the Copilot and flag issues. Steps Open the call. Use the thumbs up or thumbs down control near the top. If a comment box appears, add a short note and submit. Tips and good practice Tell us what went well or wha...
Use More Info for call metadata
Purpose: Find the internal Call ID and related technical details for support. Steps Open the call. Click More Info near the Caller ID. Note the Call ID, Copilot line, call time, duration, language, and reason. Tips and good practice S...
Verify patient identity and details
Purpose: Confirm who called and match the record to your EHR. Steps Open the call. In the right panel, check Patient Info such as name, DOB, patient ID, insurance ID, email, and phone. Use the copy icons to move any values into your EHR. T...
Confirm what Copilot already resolved
Purpose: Avoid double work by checking outcomes first. Steps Open the call. In the Summary and Request sections on the right, look for items marked "RESOLVED". If everything is complete, update the status to Resolved. Tips and good practic...
Download and use patient images from SMS
Purpose: Capture photos that patients send and extract important details. Steps Open the SMS thread for the call. Click on any image to open it. Download if you need to attach it to the chart. Use the parsed text that SimboConnect shows fo...
Take ownership with “I am Working on it”
Purpose: Signal to your team that you are actively handling this call. Steps Open the call. Click I am Working on it at the top. Proceed with your actions such as SMS, assignment, or status updates. Tips and good practice This helps o...
Copy from transcript and share exact wording
Purpose: Capture exact phrases from the call when wording matters. Steps Anywhere in the screen identify the text you want. Locate a copy icon and click on it to copy the content Paste it into your note or SMS. If needed, click the play icon t...
Language handling in SimboConnect
Purpose: Know how languages work in the call review. Steps Listen to audio in the original language using the center or bottom players. Read the dashboard content in English in the right panel. Tips and good practice This setup helps bilin...