Principle AI Receptionist: How Appointments Appear in Principle
The Principle AI Receptionist helps your practice manage incoming calls 24/7 by handling appointment bookings, rescheduling requests, and cancellations. It works directly with your Principle schedule to help patients find suitable appointment times, while ensuring your team stays informed of every interaction.
The AI Receptionist can:
Book new appointments
Reschedule existing appointments
Cancel appointments (based on your practice preferences)
Handle multiple appointments in a single call, such as booking family members back-to-back
Answer patient questions
Provide call summaries for your team
How the AI Receptionist Handles Calls
When a patient calls your practice, the AI Receptionist will answer after approximately 10 seconds. The AI Receptionist can view your appointment timeline and existing bookings to find suitable appointment times.
Patients can choose to:
Make a new appointment
Reschedule an existing appointment
Cancel an existing appointment
Ask questions about your practice (opening hours, policies, treatment offered)
The AI Receptionist can also manage multiple bookings within a single conversation. For example, if a parent calls to book appointments for two children, the AI Receptionist can arrange those appointments back-to-back where suitable availability exists.
If your practice has provided a cancellation policy, the AI Receptionist will follow those instructions. For example, if cancellations should be transferred to a team member, the AI Receptionist will transfer the call accordingly.
Note: The AI Receptionist cannot currently view a patient's treatment plan. This functionality is planned for a future release.
Viewing AI Receptionist Bookings
As soon as an appointment is booked, it will appear immediately on your Timeline.
You'll notice a dedicated AI Receptionist icon, and the appointment tile will display as shown below.
Viewing Appointment Details
To view more information about an appointment:
Click the Appointment Card from the Timeline.
Review the Scheduling Notes section.
The Scheduling Notes contain important details captured during the booking process.
You can easily identify appointments created by the AI Receptionist because the notes will reference Principle AI.
Rescheduled and Cancelled Appointments
When an appointment is rescheduled or cancelled by the AI Receptionist, this activity is recorded in:
The appointment's Scheduling Notes
The patient's profile
This ensures your team has a clear record of all appointment changes and patient interactions.
Call Summaries and Patient Records
Every interaction handled by the AI Receptionist generates a summary.
These summaries are automatically saved to:
The patient's profile
The appointment's Scheduling Notes (where applicable)
If a patient contacts the practice but does not make an appointment, a summary of the conversation will still be added to the patient's profile, allowing your team to review the interaction at any time.
Viewing All AI Receptionist Appointments
To view a list of appointments created by the AI Receptionist:
Navigate to Appointment Requests.
Review the list of AI-generated bookings and requests.
This provides a central location for monitoring activity handled by the AI Receptionist.
Call Transcripts
Each time a patient interacts with the AI Receptionist, a transcript of the conversation is automatically emailed to your nominated email address.
These emails are currently sent from Saviru J, one of Principle's developers.
This allows your team to review conversations, verify appointment details, and maintain visibility of all patient interactions.
Coming Soon: AI Receptionist Dashboard
We're currently developing a dedicated AI Receptionist Dashboard within Principle.
Once available, all call transcripts and interaction records will be accessible directly within Principle, eliminating the need to manage transcript emails separately.
We'll share more information as this feature becomes available.
Need Help?
If you're experiencing any issues with the AI Receptionist, please contact our team immediately using the Messenger icon within Principle.
Our team will be happy to investigate and help resolve any issues as quickly as possible.