Voice options and refill configuration settings vary depending on which pharmacy management system (PMS) you have connected. The available choices in those settings reflect what your PMS supports.
Monitoring conversations
The Conversations tab provides a live view of patient interactions. A stats bar at the top shows session metrics for the current period.Session list
Below the stats, each row in the session list represents one patient interaction — either a phone call or a chat session. Selecting a session expands it into a threaded view that shows:- Call recording playback — an audio player for the recorded phone call, if applicable. Use the player controls to play, pause, and scrub through the recording.
- Tool usage tracking — a log of every action the agent took during the session, such as looking up a prescription, submitting a refill request, or transferring the caller. This lets you verify what the agent did and why.
- Quality metrics — scores and indicators for how the agent handled the interaction, including whether the patient’s question was resolved.
Analyzing performance
The Analysis tab gives you aggregate data about how the agent is performing over time. Use the date range filter at the top of the tab to set the reporting window. The tab contains three sections:- Question analysis — a categorized breakdown of what patients asked. Use this to identify which topics drive the most contacts.
- Performance metrics — call handling rates and resolution rates. These show what percentage of interactions the agent handled without requiring staff intervention.
- Conversation patterns over time — a chart of interaction volume across the selected date range, so you can spot trends or spikes in contact volume.
Configuring the agent
The Settings tab contains several sub-tabs, each controlling a different aspect of the agent’s behavior.Voice Settings
Configure how the agent sounds and behaves on calls. The available fields are:| Field | Description |
|---|---|
| Agent Name | The name the agent uses to identify itself to patients |
| Voice Gender | The gender of the voice: Masculine or Feminine |
| Voice | The specific voice model the agent uses. Options depend on the selected gender |
| Greeting Message | The text the agent speaks when it answers a call |
| Preview Audio | Plays a text-to-speech preview of the current greeting message using the selected voice |
| Enable Search Patient Tool | When enabled, the agent can look up patients by name and date of birth |
| Enable Background Noise | When enabled, the agent plays subtle background noise during patient interactions |
| Default Transfer Destination | The extension, queue, call group, or custom destination the agent transfers callers to by default |
| Transfer Destinations | Additional extensions, queues, call groups, or custom destinations the agent can transfer callers to in specific scenarios. You can expand this section to add details that give the agent more context about when and how to use each destination |
| Prescriber Voicemail | The voicemail box or custom destination where calls from prescribers are sent. You can expand this section to add details the agent uses when routing prescriber calls |
| After-Hours Voicemail | The voicemail box or custom destination where calls received outside business hours are sent. You can expand this section to add details the agent uses when routing after-hours calls |
Chatbot
Configure an embedded chat widget that you can add to your pharmacy website. Patients who visit your site can use the widget to ask questions and submit refill requests without calling. Available settings:| Setting | Description |
|---|---|
| Widget name | The display name shown to patients in the chat window |
| Position | Where the widget appears on the page: bottom-right, bottom-left, top-right, or top-left |
| Auto-open | Whether the widget opens automatically when a patient visits the page |
| Auto-open delay | How many seconds to wait before the widget opens automatically, if auto-open is on |
| Appearance | Color and style options for the widget |
Location
Enter the business location information the agent references when patients ask questions like “where are you located?” or “what is your address?” Keep this information current so the agent provides accurate answers. You can expand the section details to add custom context about your location that the agent will include in its responses. The Location tab also includes an Hours Configuration section. Use this section to select or create the business hours schedule the agent uses when answering questions about when the pharmacy is open. You can assign an existing hours schedule, create a new one, edit the current selection, or remove it.Knowledge Base
Provide custom context or instructions the agent uses when answering patient questions. Use this field to supply information the agent would not otherwise know, such as specific pharmacy policies, frequently asked questions, or notes about your services.Announcements
Select which announcements the agent plays to callers at the start of an interaction. Announcements are managed separately on the Announcements page. Use this sub-tab to choose which of those announcements are active for the agent.Refill Config
Control how the agent handles prescription refill requests. The available options depend on your connected PMS. Settings are organized into the following areas: Receiving options — By default, the agent assumes patients will pick up prescriptions at the pharmacy. Enable receiving options to offer alternatives like mail or delivery. When enabled, you can choose whether to prompt patients or use their default preference from your PMS. Promise times — When enabled, you can set minimum and maximum time estimates for each receiving option. A default promise time applies as a fallback when a specific receiving option does not have its own estimate configured. Date of birth verification — Require patients to enter their four-digit birth year before submitting a refill request. Refill conditions — Enable conditional refill tools to apply checks when a patient requests a refill. Available conditions include:- Prevent early refill requests — uses the prescription’s due date to block requests that are submitted too early.
Embedding the chat widget
After configuring the widget in Settings, copy the embed code and add it to your pharmacy website.Configure the widget
Set the widget name, position, auto-open behavior, and appearance. The live preview on the right updates as you make changes.
Copy the embed code
Scroll down to the embed code section. Click the copy button to copy the code snippet to your clipboard.
Add the code to your website
Paste the embed code into the HTML of every page on your pharmacy website where you want the widget to appear. Place it just before the closing
</body> tag. If your site uses a tag manager, you can add the snippet there instead.