Reception
A single inbox
Reception sees WhatsApp messages and calls in one inbox, picks up the conversations the agent has handed off to a person and reviews the appointment requests that come in by voice in order to confirm them.
Voice and WhatsApp agent
The agent answers calls and WhatsApp messages with the clinic's information, alerts a person when the conversation calls for it and every contact ends up in the CRM.

Calls come in after hours and in the middle of consultations, and someone who calls once without an answer usually calls another clinic. What is said over the phone, besides, is rarely written down.
Reception
Reception sees WhatsApp messages and calls in one inbox, picks up the conversations the agent has handed off to a person and reviews the appointment requests that come in by voice in order to confirm them.
Patient
A patient writes on WhatsApp after hours: they receive the clinic's message saying when they will be seen and, if they ask something covered by the clinic's information, the agent answers. If they mention an emergency, the conversation is handed to a person.
Director
The director checks the call history with its statistics (inbound, outbound, completed, failed and average duration) and confirms that every new contact has been saved in the CRM with its source.
Good to know The voice agent answers and records, but does not book appointments on its own: when AgenteUno is connected, calls leave appointment requests that reception confirms. Today it does not record the call or transfer it to a person by phone: the handoff to a person happens in text conversations. Voice minutes are purchased as an add-on.