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Voice phone assistant

Fertiligent includes an automated voice agent that can answer your clinic's phone line and handle common caller requests before — or instead of — routing to staff. This page covers what it does and how it fits into your day-to-day workflow.

What it handles​

  • General conversation. It greets callers naturally and can answer everyday, conversational questions, following the thread of the conversation from one question to the next.
  • Clinic-information questions. It can answer questions like phone number, email, address, hours, and services from a curated knowledge base you provide for your clinic.
  • Referral status lookups. A caller can ask about the status of their referral. Once verified (see below), the agent shares a safe, high-level status rather than raw record details.
  • Messages and callbacks. If a request needs a person, or the caller simply wants a call back, the agent takes a callback number, reads it back to confirm, and queues it for staff to action.
  • Escalation. For anything outside what it's built to handle, the agent hands off cleanly rather than guessing — leaving a message or callback request for staff.

Verifying who's calling​

Before sharing anything about a referral, the agent confirms the caller's identity — typically by date of birth, which the caller can either say aloud or enter on the phone's keypad. It only shares status information after this check succeeds.

If the caller is calling from a phone number already on file, the agent may recognize them and streamline the check. If the number isn't recognized, or the date of birth doesn't match, the agent doesn't share private details — it offers another way forward (such as keying in a different number to look up) instead of getting stuck or guessing at who it's speaking to.

Collecting missing details​

During a referral call, the agent may notice a detail is missing — for example an email address — and offer to collect it from the caller. Anything collected this way is never written to the record automatically: it's saved as a draft for a staff member to review and apply. A person always stays in the loop.

Reviewing calls​

Every call is recorded in the portal so staff can see what happened. For each call you can review a summary, its status and outcome, a category, the full transcript, and any callback request or collected detail waiting for staff action. See Referrals workflow for how a collected detail or callback surfaces against a referral.