Flashes, floaters and curtains put through to the optometrist
A patient calling about "a few flashes, probably nothing" can't wait three weeks for the next exam. The agent hears the warning words and puts them through to the optometrist on duty, with a private summary first.
A caller mentions sudden flashes, new floaters, a shadow or curtain, a chemical splash or a painful red eye.
Asks your short set of questions, then warm-transfers to the optometrist or follows your after-hours instructions.
The optometrist hears the symptoms before the caller is on the line, and decides what happens next.
How it works
- Hears the warning words
Even buried in another call, like a glasses pickup. Flashes, a shower of floaters, a curtain, sudden blur, a splash or a painful red eye.
- Asks your questions
Which eye, since when, and anything else on your list. It never tells the caller what it might be or that they're fine.
- Puts them through
A warm transfer to the optometrist on duty, with a short private summary so the doctor starts informed.
- If nobody can pick up
It reads your after-hours instructions word for word, such as the nearest emergency department or calling 911, and texts the on-call optometrist at once.
- Holds the time
If the optometrist wants to see them today, the agent books the urgent slot they choose and texts the caller the time.
- Doesn't drop the first reason
The glasses pickup or the booking they called about is still taken care of, after the urgent part.
Example call
- CustomerHi, I'm booked for an exam next month, but I'm wondering if I should come sooner. I've had flashes in my left eye since last night.
- AI agentI'm glad you called. Flashes are something Dr. Ramos wants to hear about the same day. Any new floaters, or a shadow or curtain in that eye?
- CustomerA bunch of new floaters this morning. No curtain.
- AI agentThank you. I'm going to put you through to Dr. Ramos now rather than book you. Please stay on the line.
- AI agent(privately, to Dr. Ramos) Gilles Ouellet, flashes in the left eye since last night, a lot of new floaters this morning, no curtain. Exam booked next month. Connecting now.
- CustomerOkay, thank you.
After the call: Dr. Ramos takes the call already knowing the symptoms and asks Gilles to come in at 11:40. The agent books that slot, texts him the time and that someone should drive him, and the summary sits on his file.
What your team gets
- Urgent symptoms put through to the optometrist, never booked as routine
- A private summary before every urgent transfer
- After-hours instructions read exactly as you wrote them
- Same-day urgent slots booked at the doctor's word
- Every urgent call flagged in the portal for review
Questions
Does it decide how urgent it is?
No. It hears your warning words and puts the caller through. The optometrist decides. Anything it's unsure about is treated as urgent.
What happens at night?
It reads your after-hours instructions word for word, such as calling 911 or going to emergency, and texts the on-call optometrist right away.
What if the symptom comes up in a different call?
It listens for the warning words in every call, including pickups and billing, and handles the urgent part first.
Hear it on your phone
Request a demo call and the agent phones you, set up for optometrists like yours.