Phonely AI automates appointment confirmation calls for UTC, DOS (NextGen), and the FFS business line when available in Savas. The Allow AI checkbox in the Patient Record determines whether Phonely AI can call the patient to confirm appointments. Patients who do not allow AI-generated calls may require manual confirmation, depending on their communication preferences.
📋 Overview
Appointment confirmations use patient communication preferences to determine whether calls are made through Phonely AI or manually. Automated reminders follow a scheduled cadence based on the appointment date and when the appointment was created.
This process includes:
Configuring the Allow AI preference in the Patient Record.
Understanding the appointment confirmation and reminder schedule.
Identifying patients who require manual confirmation calls.
Reviewing contact statuses and Phonely communication outcomes.
🚀 Configuring the Allow AI Preference
Locate the patient using the Quick Search bar.
Open the patient's Patient Record.
Navigate to the Admin tab.
Locate the Allow AI checkbox.
Select Allow AI to permit Phonely AI to call the patient to confirm appointments.
💡 Important
Newly created patient records have all communication preference checkboxes selected by default. Patients may opt out of AI-generated calls at any time.
📅 Appointment Confirmation Contact Cadence
Phonely AI and manual calls follow the schedule below. Text and email reminders are also sent at designated intervals.
Timing | Allow AI Selected | Allow AI Not Selected |
7 days before appointment | Phonely AI call | Manual call |
6 days before appointment* | Phonely AI call | Manual call |
5 days before appointment | Text/email reminder | Text/email reminder |
3 days before appointment | Text/email reminder | Text/email reminder |
1 day before appointment | Phonely AI call | Manual call |
Day of appointment | Text/email reminder | Text/email reminder |
The 6-day reminder applies only to appointments scheduled 7 days before the appointment.
Appointments Scheduled Within the 7-Day Window
If an appointment is scheduled after the 7-day reminder window has passed, the patient receives only the remaining scheduled reminders.
🧠 Examples:
Appointment scheduled July 23 for September 7: Reminders are sent August 31 (7 days before) and September 6 (1 day before).
Appointment scheduled August 31 for September 7: The 7-day reminder window has passed. Reminders are sent September 1 (6 days before) and September 6 (1 day before).
Appointment scheduled September 1 for September 7: Both the 7-day and 6-day reminder windows have passed. Only the September 6 (1 day before) reminder is sent.
☎️ Managing Manual Confirmation Calls
Patients who have Allow Phone selected but do not have Allow AI selected require a manual appointment confirmation call.
These patients appear in the Confirmation Call List queue.
Accessing the Confirmation Call List
Locate the Queue Bar in Savas Software.
Select the Confirmation Call List alert.
Review the patients requiring manual appointment confirmation.
📊 Reviewing Contact Statuses
When Phonely AI places a confirmation call, the call outcome is returned to Savas. The patient's Contact Status is updated on the following pages:
Facility Unit page
Date of Service page
FFS Schedule page, when available
Phonely Communication Outcomes
The following outcomes may be returned to Savas:
Call dropped
Confirmed by phone
Left message
Phone not in service
Call Attempted - No VM
Transferred to Live Agent
🔄 Managing Patient Opt-Outs
If a patient informs Phonely that they no longer wish to receive AI-generated phone calls, Phonely sends the updated preference back to Savas.
The patient's Allow AI checkbox is automatically deselected.
⚠️ Reminder
Review the patient's communication preferences when determining whether an appointment confirmation call should be automated or handled manually.
❓ Frequently Asked Questions
What does the Allow AI checkbox control?
It determines whether Phonely AI can place automated phone calls to confirm the patient's appointments.
Which business lines use Phonely AI?
The source guide identifies UTC, DOS (NextGen), and FFS when available in Savas.
What happens when a patient does not allow AI-generated calls?
Patients with Allow Phone selected but Allow AI unselected require manual confirmation calls and appear in the Confirmation Call List queue.
What happens if a patient opts out of AI calls?
Phonely returns the updated preference to Savas, and Allow AI is automatically deselected.
Where can appointment confirmation outcomes be reviewed?
Contact Status is updated on the Facility Unit page, Date of Service page, and FFS Schedule page when available.
Will patients receive every scheduled reminder if an appointment is booked late?
No. Patients receive the remaining scheduled reminders when an appointment is created after one or more reminder windows have passed.