Smart Transfers (Live Calls)

What are Smart Transfers?

When your AI Receptionist answers an incoming call and the caller needs a person, it doesn't just hand over a ringing phone. Before the call reaches you, it creates a smart handover — a summary card in Practice Admin that tells you who is calling, why they called, and what's already been collected (identity, reason for call, appointment preferences).

The result: you pick up already informed. No asking the patient to repeat themselves, and no "cold start" while you work out what they need. You'll find handovers under AI Receptionist → Live Calls.

Using the Live Calls screen

The screen has three main areas:

• Expected calls (next 30 minutes) — total calls expected, how many are likely to be transferred to you, and your average completion time, so you can gauge whether you're keeping up.
• Transfers in queue — your live work list. Each card shows the caller's name (or "Unknown Caller"), a waiting timer, and a short reason. Click a card to open it.
• Call details — the expanded view: patient details, reason for call, conversation summary, and any preferred appointment or practitioner mentioned.

The Live Calls screen: queue on the left, full call context on the right.

When you've taken the call and resolved it, click Mark completed to clear it. If you forget, the card stays for around 20–30 minutes and then disappears on its own.

Verified vs Unverified callers

Each card shows a status badge:

• VERIFIED — the AI Receptionist confirmed the caller's name and date of birth (three points of ID). No need to verify identity again.
• UNVERIFIED — matched by phone number only, which isn't fully reliable. Confirm identity yourself before acting.

A Verified caller. Note the "New call transferred" alert in the corner.

How to enable notifications (important)

To turn it on:

1. Go to Account → Notifications.
2. Click the Real-time tab (next to "Email" and "Updates and offers").
3. Scroll to the very bottom of the list.
4. Switch on "New AI Phone Call Transfers".
5. Click Save.

Step 2: the Real-time tab in Notification settings.

Now, whenever a call is transferred, you'll get a pop-up alert. Click the pop-up and it takes you straight to that call's details, with the right call already open.

If notifications don't appear

The setting above is only half of it — your browser also has to be allowed to show alerts. If pop-ups aren't coming through:

• Allow notifications in your browser. The first time, your browser asks permission to show notifications from healthengine.com.au — choose Allow. If you dismissed or blocked it, re-enable it in your browser's site settings.
• Keep the browser running. It can be minimised, but it must stay open (not fully closed) to deliver alerts.
• Re-check the toggle. Return to Account → Notifications → Real-time and confirm "New AI Phone Call Transfers" is on and saved.

Quick reference