What happens when the Dentalys AI can't answer a patient's question?

It hands the question to your team. Dentalys only answers from what your clinic has given it: services, prices, opening hours, FAQs and uploaded documents. When a clinic question is not covered there, it tells the patient it will pass the question to the team instead of guessing.

What gets handed off

• Questions your information does not cover: for example a specific insurance question you have not added.
• A patient who asks for a person.
• Urgent symptoms: spreading facial or jaw swelling, trouble breathing or swallowing, bleeding that will not stop, or a knocked-out or broken tooth. These are marked urgent, and the patient is told to call or come to the clinic now, or to go to the nearest emergency department for the most serious signs.
• Reschedule requests from reminders (on Telegram, the patient replies 2).

Clinical questions

Dentalys does not diagnose, name a likely cause or suggest medicines. For questions about pain, medicines, pregnancy or other conditions, it answers from your clinic's FAQs if you have written one; otherwise it tells the patient the dentist will go through it at the visit and offers to book.

What your team sees

Handed-off requests appear in the Handoffs inbox in your dashboard, with the patient's name, phone number and the reason, and the clinic owner gets an email. Your team can reply to the patient from the Conversations page, through the same channel the patient used. After a handoff the AI keeps helping the patient with anything else they ask, such as bookings and prices.

How to reduce handoffs

Many handoffs come from missing information: a price not entered, an FAQ not written. Add the answer once in your dashboard and the AI uses it from then on.

Try it yourself: ask the demo clinic a question it has no answer for, and see the reply.

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