Prefer a voice AI to answer your phone? Text-back books more patients.

Not today. Emma has no voice — she never picks up, speaks on, or records a call. What runs today is missed-call text-back: the moment a call goes unanswered she texts the caller and continues over SMS. Voice is something we expect to add as the technology matures, and we would rather say that plainly than sell you something that is not running.

Three reasons. Most people never leave a voicemail, so a missed call is usually lost regardless of what answers it. Most people would rather text than talk to a machine, especially about a body they are self-conscious about. And a text thread is written down — your team can read exactly what was said and step in, which you cannot do with a call that already happened.

The call rings as it always did, and if nobody picks up the caller hears your voicemail as usual. What changes is what happens next: instead of the caller waiting on a callback, they get a text within seconds and can carry on the conversation immediately. Emma doesn’t answer calls, she answers callers.

No — and that is deliberate. Emma doesn’t handle availability at all. She answers what she knows from your knowledge base — services, pricing, duration, practitioners, policies — and hands off your Jane App™ online booking link, where the patient sees your live schedule and picks their own time. Because she never reads or quotes your schedule, she can never offer a slot that is already gone. Separately, background data sync with Jane keeps re-engagement targeting and the dashboard current — that is reporting data, not availability.

We are not putting a date on it. Voice is on the roadmap and will arrive when it is good enough that a patient would not rather have received a text — that is the bar, and it is a high one for clinical reception. Nothing about your setup would need rebuilding when it does: text-back and voice would sit on the same assistant suite.

Then they should. Your front desk can step into any conversation at any point, and on Capture a caller can request a callback that gets routed to your team. Emma escalates anything that needs a person rather than trying to handle it herself.