Skip to content
Super Genius Labs
All docs
Genius Care · 03

Escalation and after-hours calls

How the Genius Care receptionist discloses it is an AI, which calls it hands to a person, and what happens to calls that arrive after the desk closes.

Updated

The receptionist is built to finish routine calls itself and to hand the rest to a person quickly. This page describes the handoff behaviour and how nights, weekends, and holidays are handled.

AI disclosure

The receptionist identifies itself as an AI assistant at the start of the call. In practice, callers care most that the phone was answered on the first ring and their problem got handled; the disclosure is there so nobody is misled about who they are talking to.

What gets handed to a person

The receptionist provides a human transfer path for clinical, billing, unsupported, and degraded flows:

  • Clinical: symptoms, medication questions, anything that asks for medical advice. The agent does not give medical advice; it connects the caller to the on-call person you named.
  • Billing: disputes and account questions the agent is not configured to answer.
  • Unsupported: requests outside the practice facts and tools you enabled.
  • Degraded: if a tool or connector fails mid-call, the agent fails loud and transfers rather than guessing.

An emergency-escalation tool is part of the receptionist's toolset. During onboarding you decide which situations trigger it and which number rings.

After hours, weekends, and holidays

The agent answers an evening call the same way it answers one at noon: it books the appointment, answers the question, or transfers the urgent call to whoever is on call, and leaves your staff a summary for the morning. You set an on-call number per hour band, so the 2am transfer goes to the right person and the 9am one goes to the front desk.

What you get the next morning is the call summary with action items. Anything the agent could not complete (for example a scheduling write that needed confirmation) sits in a reconciliation queue for staff.

For a worked example of a night call, read the after-hours answering service page.

What we do not claim

We do not claim that every transfer completes, that the caller never repeats information, or that a transcript is attached to every handoff. Those depend on your telephony and on-call setup; we will show you the real behaviour on a test call before go-live.

Related