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Call handling and voicemail

Part of the Practice Phone Suite

The Practice Phone Suite is not yet available to customers.

Practice phone calls are not answered by AI. Praxi forwards calls to your practice's number or takes a voicemail. No AI books appointments or checks a caller's identity on the phone.

Configure call handling from Settings → AI Phone → AI Receptionist.

What happens to an inbound call​

Every call first runs through the number's routing flow. When the flow reaches its fallback step, or the number has no flow:

  • Inside your opening hours, the call is forwarded to the reception number you nominate.
  • Outside your opening hours, or with no reception number set, the caller can leave a voicemail.

If you have not set opening hours, Praxi treats the desk as staffed and forwards whenever a reception number is set.

Opening hours and reception number​

On the Setup tab:

  1. Set your opening hours for each day.
  2. Enter the reception number calls should forward to, in international format with no spaces (for example +61390000000).
  3. Save.

Voicemail​

Callers hear a short greeting, then a beep, and can leave a message of up to two minutes. Recordings appear under AI Phone → Voicemails with a transcript when one is available, and you can create or link a client straight from the voicemail.

To use your own greeting, add a voicemail step to your routing flow and enter the greeting there.

Disclosures​

The Disclosures tab holds nine ready-to-use recording-consent scripts: one national master plus one per state and territory. The body text is the same in all nine, using the safest all-party consent language. Each variant notes the state law it relates to.

  1. Filter by state.
  2. Read the summary and citations to confirm the script fits your jurisdiction.
  3. Click Copy script and use it in your routing flow's consent step or your front-desk talk track.

See Compliance and recording for state recording laws and AHPRA notification requirements.

Analytics​

The Analytics tab shows call volume, pickup rate, average handle time and trends.

Linking a phone number​

A number uses this call handling when its routing flow ends in the fallback step (AI_RECEPTIONIST_FALLBACK in the flow builder). The default flow created when you import a number already ends this way. See Routing flows to customise it.