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2026.9.11 a claimed conversation stays with your team on the phone too

When someone on your team has claimed a conversation, the assistant already stayed out of it by text, portal and email. It now stays out of phone calls as well: the caller hears that the care team has their request and will call back, and the call ends. Also in this release: confirming a referral no longer fails on a date of birth written day-first, you can look up a prospect by typing their date of birth, and the AI Scribe's start and audio instructions are smoother.

Phone: a claimed conversation isn't answered by the assistant​

A patient who calls back the clinic number a coordinator just texted them from used to reach the assistant, even though the conversation read as handled by someone on your team. Now, once the caller speaks, the assistant does not answer. They hear that a member of the care team is already looking after their request and will call them back, and the call ends.

  • A callback is queued for your team, with the reason Called while a coordinator was handling, and what the caller said appears on the conversation.
  • A caller who describes a medical emergency hears the emergency direction instead.
  • This works from the caller's phone number. A number the system doesn't recognise is answered by the assistant as usual.

See claiming a conversation.

Referrals: confirming with a date of birth​

Confirming a referral could fail with a general error when the patient's date of birth was typed the way most of us write it, day first. Retrying the referral didn't help, because the date wasn't missing from the screen, it was being thrown away.

  • The patient's and partner's date of birth, and the referral date, now use a date picker, so day and month can't be mixed up.
  • When the letter writes a date the system couldn't read, the letter's own text is shown under the picker, for example On the letter: 15/03/85.
  • While a new patient has no name or date of birth, Confirm stays unavailable and a note says what's missing. Any refused confirm now says why, instead of reporting an internal error.

See reviewing a referral.

Prospects: look someone up by date of birth​

The DOB column on the Prospects list is now a date box right under the heading. Type a date of birth and the list shows everyone on that tab born that day.

  • An unfinished, impossible or future date is outlined in red with a note, instead of leaving the list unfiltered.
  • If the person is on another tab, a line points you there, for example Same date of birth on another tab: 1 on In-Progress. Click it to switch.
  • A filtered list with no results says No prospects match these filters.

AI Scribe​

  • Start waits until the consent wording has loaded, instead of showing "Something went wrong" when pressed too early.
  • The instructions for recording a patient on a call describe the browser's option to share audio the way the browser shows it.
  • When the microphone can't be used, the message now mentions the computer's own privacy setting as well as the browser's.

See AI Scribe.