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Purpose: This article shows how to rename the Copilot label that your internal team sees. Steps Go to Admin → Copilot Settings. Make sure the correct Select Organization is chosen. Click Edit. In Label, type the new name. Click Save i...

Purpose: This article explains how to create or edit the message that callers hear by default before AI takes over. Steps Go to Admin → Copilot Settings. Click Edit. Find Default Greeting. Enter the greeting text you want callers to hear. ...

Purpose: This article shows how to create a time bound greeting for holidays, office closures, or special events. Steps Go to Admin → Copilot Settings. Click Add Holiday or Temporary Greeting Override. In the panel that opens: Set the From...

Purpose: This article clarifies which message the caller hears and when. Priority rules If a Holiday or Temporary Greeting Override is active within its From and To window, the caller hears the temporary greeting. If no override is active, the calle...

Purpose: This article lists each field and button on the page with a short description. Input Forms Label Reference Select Organization. Choose which organization’s Copilot you are editing. Copilot Number. Read only. The phone number associated with...

Purpose: This article helps you resolve common issues after editing greetings. Checklist I changed the Default Greeting but callers still hear the old message Check if a Temporary Greeting Override is active. If yes, callers will hear the override u...

Purpose: Explain what Message Templates are and where to find them in Phone Copilot. What are Message Templates Message Templates are reusable SMS messages for your front office team. You can save common replies and send them quickly during patient chats. Te...

Purpose: Show how to browse and search the existing templates. Steps Go to Admin > Copilot Settings > Message Templates. If you manage more than one organization, pick the correct one from Select Organization. Use the Search box above the table...

Purpose: Guide an administrator through adding a new template that is shared with all users. Steps Open Admin > Copilot Settings > Message Templates. Confirm Select Organization is set to the right organization. Click Add New. On the Creat...

Purpose: Show how to update the heading or text of a template. Steps Go to Admin > Copilot Settings > Message Templates. Use Search to find the template you want to change. On the row, click the Edit icon (pencil). On the edit screen, upda...

Purpose: Explain how to safely remove a template that is no longer needed. Steps Open Admin > Copilot Settings > Message Templates. Find the template you want to remove. Click the Delete icon (trash). In the confirmation dialog Are you sur...

Purpose: Describe how to work with placeholder fields inside template text. What are placeholders Placeholders are tags inside angle brackets that your team can replace with real values at send time. For example: <appt_time> used in "Based on your request wi...

Purpose: Explain how the Select Organization control works across all Admin sub-menus in Phone Copilot, who can see it, and what an organization means in this context. What an “Organization” Means In Phone Copilot, an organization can be any of the following...

Purpose: Use this page to restore calling access for phone numbers that were previously blocked in Phone Copilot. Admins can search for blocked caller IDs, review who blocked them and when, and unblock a number if it was blocked by mistake. How to get here ...

Purpose: Use this page to tell Phone Copilot when your front office is closed. During these times the AI Phone Copilot switches to after-hours mode. Access Open Admin. Select Holiday/Off-Hour Schedule. If you manage more than one organization, ...

Purpose: Use Excel to add many closures at once, or to back up and share your schedule outside Phone Copilot. Access Open Admin > Holiday/Off-Hour Schedule. Export the current schedule Select Export Holiday Schedule (Excel). Save the file. It cont...

Purpose Explain how Phone Copilot routes after-hours calls to the right person using on-call schedules. What the feature does Lets you assign on-call coverage by date and time. Supports a calendar view and a table view of all entries. Uses Def...

Purpose: Show how to see on-call coverage either on a calendar grid or in a sortable table. Steps Open On-Call Schedule. Select Calendar to view a monthly grid. Hover any entry to see who is on call, their phone, call type, and alert group. ...

Purpose: Guide a scheduler to add a single on-call entry for a specific period. Steps Open On-Call Schedule and select the correct organization if you use more than one. Select Add Schedule. Enter From Date Time and To Date Time. Select Pr...

Purpose: Explain how to adjust an existing schedule. Edit steps In Calendar view, double-click the entry. In Table view, select the edit icon for the row. Update date, time, assignee, call types, or alert preference. Select Save. Delete s...