Question 1

How does VoiceStack integrate with our existing phone numbers and hardware?

Accepted Answer

You can keep all your existing numbers. Porting is quick and easy, and VoiceStack runs smoothly on desk phones, mobile devices, and computers.

Question 2

What is an IVR, and how can it be used for multi-location practices?

Accepted Answer

An IVR is a guided phone menu that directs patients to the correct department or location. It simplifies routing for practices with multiple clinics.

Question 3

How do we track and manage missed calls or dropped calls in the IVR?

Accepted Answer

A real-time dashboard alerts you to missed or abandoned calls, including the exact point at which the call dropped, and automatically creates follow-up tasks.

Question 4

Can team members answer calls remotely on VoiceStack?

Accepted Answer

Yes. The platform fully supports remote agents through both our desktop app and mobile app.

Question 5

What analytics do we gain from call flows and routing?

Accepted Answer

You can view routing paths, bottlenecks, drop points, answer performance, call-handling time, and workflow-efficiency metrics.

Question 6

How quickly can we implement VoiceStack?

Accepted Answer

Most practices complete implementation within 3-4 days. Larger multi-location groups may take slightly longer depending on routing complexity.

Question 7

How does an AI receptionist handle new patient calls and appointment scheduling?

Accepted Answer

It greets callers, identifies the reason for the call, answers common questions, and guides the patient to booking or rescheduling. When needed, it hands the call to a live team member.

Question 8

Can the AI receptionist work after hours and during peak call times to ensure no calls are missed?

Accepted Answer

Yes. It operates around the clock and handles overflow during busy hours, so every patient reaches help without waiting.

Question 9

Will the AI recognise specialty-specific terms and questions?

Accepted Answer

Yes. It is trained to accurately recognise specialty-specific terms, coverage questions, urgent needs, and everyday enquiries.

Question 10

How does the AI determine when to route a call to a live person?

Accepted Answer

VoiceStack assesses the caller's intent, urgency, and complexity. If human assistance is needed, the AI transfers the call immediately.

Question 11

Can the AI make outbound calls for recalls or follow-ups?

Accepted Answer

Yes. It can initiate hygiene recalls, treatment follow-ups, reminders, and other routine outbound tasks.

Question 12

What happens if a caller's question is outside the AI's programming?

Accepted Answer

The AI hands the call off to a team member and summarises the context so the team can respond appropriately.

Question 13

Can we customise the AI's tone?

Accepted Answer

Yes. You can adjust voice style, greeting messages, and the entire call experience to match your practice.

Question 14

Does VoiceStack support features such as dynamic number insertion, keyword-level tracking, call recording, and tagging?

Accepted Answer

Yes. VoiceStack includes dynamic number insertion, keyword-level tracking, call recording, and tagging. Each visitor from a campaign gets a unique number so you can see exactly which ads or keywords drove the patient.

Question 15

Does VoiceStack integrate directly with Google Ads?

Accepted Answer

Yes. VoiceStack integrates with Google Ads and can send conversion events directly, helping improve and optimise your Google Ads performance.

Question 16

Can we monitor which keywords or campaigns lead to booked appointments?

Accepted Answer

Yes. VoiceStack links call outcome data with campaign sources and keyword data so you can see which ones convert.

Question 17

How can call transcripts, conversation summaries, and scoring help improve front practice performance?

Accepted Answer

Transcripts reveal missed opportunities and patient intent. Conversation summaries give a quick snapshot of past interactions, and scorecards support effective coaching.

Question 18

How fast does the dashboard refresh with new call data and AI insights?

Accepted Answer

Updates are reflected in real time, allowing you to track call activity and team performance instantly.

Question 19

What metrics should we track in VoiceStack?

Accepted Answer

Key metrics include answer rate, missed call response rate, conversion rate, call source, call outcomes and reasons, team performance, and marketing attribution.

Question 20

How does VoiceStack identify and surface potential revenue opportunities?

Accepted Answer

VoiceStack flags any call where the purpose is appointment booking, but the outcome is not booked. These are grouped into a Potential Opportunity bucket, making it easy to identify and convert high-value calls.

Question 21

Does VoiceStack integrate with major practice management systems?

Accepted Answer

Yes. It works with leading practice management and business systems across multiple specialties.

Question 22

Can call data and transcripts sync with our CRM or marketing platforms?

Accepted Answer

Yes. You can automate tasks, track conversions, and push call outcomes directly into your CRM and marketing dashboards.

Question 23

Will VoiceStack support practices operating in multiple locations or different time zones?

Accepted Answer

Yes. It is designed for single-practice and multi-location groups, with location-specific routing and time zone handling.

Question 24

How secure is the integration with PMS and CRM platforms?

Accepted Answer

All integrations adhere to strict healthcare security standards and are fully HIPAA-compliant. Data is stored, transmitted, and accessed through secure, encrypted systems to protect patient information at every step.

Question 25

Does VoiceStack integrate with major CRMs?

Accepted Answer

Yes, VoiceStack integrates with leading CRMs, including HubSpot, GoHighLevel, Twenty.com, and more.

Question 26

What is the expected return on investment when using VoiceStack?

Accepted Answer

Practices see ROI through more answered calls, higher new-patient conversion rates, better marketing attribution, reduced team stress, and improved operational efficiency.

Question 27

Is patient data stored securely and handled safely?

Accepted Answer

Yes. All call recordings, transcripts, and analytics are stored with strict privacy controls, secure encryption, and complete HIPAA compliance.

Question 28

What kind of training and ongoing support does VoiceStack provide?

Accepted Answer

We provide comprehensive pre-go-live training, including videos and documentation. After going live, you receive two hours of dedicated training plus on-demand sessions as needed. Our team offers ongoing assistance from 8.00 AM to 7.00 PM EST.

Question 29

Are there additional costs we should be aware of?

Accepted Answer

Pricing is transparent. DNI numbers and the VoiceBot feature are available as optional add-ons, and there are no unexpected costs beyond what you choose.

Features

Australia’s
Only Hybrid Dental AI Phone System

Feature-Packed to Improve
Every Front Office Workflow

Phone System for Scalable, High-Volume Communication

Call Flow Analytics

Cloud Fax

IVR & Call Routing

Missed Call Response Tracking

Two-Way Texting

Visual Voicemail

AI-Powered Conversational Intelligence for Call Tracking and Conversion

AI Call Scoring

AI Call Transcripts

Missed Call Automations

Opportunity Detection

Opportunity Tracking

Post-Call Task Detection

Call Attribution Analytics to Track Marketing Performance and ROI

Call Source Tracking

Campaign and Keyword Tracking

Dynamic Number Insertion

Marketing Spend Optimisation

Centralised Call Routing and Workflow Automation for Scalable Teams

After-Hours Call Transfers

Call Flow Management

Custom Phone Trees

Monitoring and Reporting

Time Zone Management

Connected Integrations for Unified Practice Operations

Google Ads Integration

Never Lose Patient Call to Voicemail

Stop Losing Valuable Leads

Connect with your
 Existing Software

Frequently Asked Questions

Grow your practice
with Voicestack