Overview

The AI Agent can be configured for practices using either:

1. Adit Phones

2. A Third-Party Phone Provider

The setup process differs depending on the phone system being used. This guide explains the requirements, call flows, and warm transfer configuration for both scenarios.

Scenario 1: Practice Using Adit Phones

Standard AI Agent Setup

For practices using Adit Phones, setting up the AI Agent is straightforward because the phone system and AI Agent are both managed within Adit.

The practice's main number can be routed to the AI Agent based on the practice's preferences, including:

• During business hours

• After business hours

• Weekends only

• Specific days or custom schedules

Example Call Flow

Patient Calls Practice Main Number

↓

Adit Call Flow

↓

AI Agent Answers Call

Since the practice is already using Adit Phones, no additional phone numbers are required for standard AI Agent routing.

Warm Transfer Setup (Adit Phones)

Additional Requirement

To enable warm transfers, an Adit Tracking Number must be created.

Why is a Tracking Number Required?

When a patient requests to speak with the office, the AI Agent needs a separate destination to transfer the call.

The tracking number should forward calls directly to the practice extensions.

Important

Do not forward the warm transfer tracking number to the practice's main number.

The practice's main number is already configured to route calls to the AI Agent. If a transferred call is sent back to the main number, it may re-enter the AI Agent call flow and create a call loop.

Correct Configuration

Adit Tracking Number

↓

Practice Extensions

Incorrect Configuration

Adit Tracking Number

↓

Practice Main Number

↓

AI Agent

↓

Call Loop

How Warm Transfer Works

When a patient asks to speak with the office:

1. The AI Agent initiates a transfer.

2. The call is routed to the practice extensions.

3. The phones ring for up to 30 seconds.

4. If a staff member answers, the call is connected.

5. If no one answers within 30 seconds:

   • The AI Agent takes back control of the call.

   • The patient is informed that the practice is unavailable.

   • The AI Agent offers options to:

     • Try transferring again

     • Leave a message for the practice

The AI Agent then proceeds based on the patient's response.

Scenario 2: Practice Using a Third-Party Phone Provider

Prerequisites

Before setting up the AI Agent, confirm that the phone provider supports:

• Call forwarding

• Purchasing additional phone numbers (required for warm transfer setup)

Examples include RingCentral, Comcast Business, Nextiva, GoTo Connect, and other hosted phone systems.

Standard AI Agent Setup

Requirement

A dedicated Adit Landline Number must be purchased.

Why is an Adit Landline Number Required?

Since the practice's phone service is not hosted by Adit, Adit requires a dedicated number that can receive forwarded calls and deliver them to the AI Agent.

Configuration Steps

Step 1

Purchase an Adit Landline Number.

Step 2

Configure the Adit Landline Number to forward calls directly to the AI Agent.

Step 3

The practice updates its phone system or carrier call flow to forward calls to the Adit Landline Number.

This can be configured based on the practice's preference:

• During business hours

• After business hours

• Weekends only

• Custom schedules

Standard Call Flow

Patient Calls Practice Main Number

↓

Third-Party Phone Provider

↓

Forwarded to Adit Landline Number

↓

AI Agent Answers Call

Warm Transfer Setup (Third-Party Phone Provider)

Additional Requirements

Warm transfer requires additional numbers on both sides.

Adit Requirements

• 1 Adit Landline Number (used for AI Agent routing)

• 1 Adit Tracking Number (used for warm transfers)

Carrier Requirements

• 1 Additional Phone Number from the phone provider

Why is an Additional Carrier Number Required?

The practice's main number is already forwarding calls to the AI Agent.

If the AI Agent attempts to transfer calls back to the same main number, the call may be routed back to the AI Agent and create a loop.

To prevent this, a separate carrier number must be used exclusively for warm transfers.

Configuration Steps

Step 1

Purchase an additional phone number from the practice's phone provider.

Step 2

Configure this new carrier number to ring the practice extensions directly.

Step 3

Purchase an Adit Tracking Number.

Step 4

Configure the Adit Tracking Number to forward calls to the new carrier number.

Step 5

Configure the AI Agent's warm transfer destination to use the Adit Tracking Number.

Warm Transfer Call Flow

Patient Calls Practice Main Number

↓

Third-Party Phone Provider

↓

Adit Landline Number

↓

AI Agent

↓

Patient Requests Transfer

↓

Adit Tracking Number

↓

Additional Carrier Number

↓

Practice Extensions

↓

Staff Answers Call

Important Notes

For Adit Phone Customers

Standard Setup

• No additional number required.

Warm Transfer Setup

• Requires one Adit Tracking Number.

For Third-Party Phone Customers

Standard Setup

• Requires one Adit Landline Number.

Warm Transfer Setup

• Requires:

  • One Adit Tracking Number

  • One additional carrier number