DENTAL FRONT DESK GUIDE
Cover the calls your team cannot pick up.
Overflow coverage lets your front desk keep taking calls, with ACES Denti answering through the routing configured for busy periods.
When does overflow coverage help?
Overflow is useful when the front desk is checking in a patient, handling another call or working through a lunch break. It addresses gaps during open hours while your staff remain part of the phone workflow.
ACES Denti uses the number patients already know. During setup, we review how the existing phone system can route calls and when the AI should answer. The available triggers and ring behavior depend on that phone configuration and must be agreed for your practice.
What happens to an overflow call?
- The caller reaches the receptionist. ACES Denti discloses that it is AI and uses the greeting and information approved for your practice.
- The request is handled in the configured workflow. Common examples include booking, changing an appointment and questions about office hours or insurance information you supplied.
- A person remains available through your handoff plan. Requests for a person go to your staff with context. Staff can also take over a live call from the dashboard.
- Your team reviews the work. Call summaries and follow-up work appear in the Front Desk hub.
What should we test before launch?
Test a call while the desk is busy, a scheduling request, a reschedule and a request to speak with staff. Also agree what should happen if a transfer destination does not answer. Do not rely on an untested phone rule or assume a live ACES operator will take over.
Give staff a clear process for checking call summaries and pending work. Your schedule and the agent’s approved practice information should reflect current appointment rules, opening hours and providers.
Overflow, after-hours or full coverage?
Choose overflow when the team should continue answering routine calls but needs help at busy times. Choose after-hours coverage for closed-office periods. Full coverage uses the AI for every call, with your agreed handoff paths to staff.
Denti’s setup timeline is 2–4 business days after the discovery call. We review phone and PMS requirements before confirming your configuration. Compare package capacity or read how AI reception differs from a staffed answering service.
Review your practice’s call flow.
Bring your practice software name, hours and an estimate of your call volume. In a 20-minute walkthrough, we’ll review coverage, software requirements and package fit.