Calls and the AI assistant

Calls & the AI agent

See every call the AI agent handled or transferred, and connect your phone line to the agent.

What it does

The Calls page is the log of every inbound call the AI agent dealt with — what the caller wanted (the intent), whether the agent resolved it or transferred to your team (the outcome), and a short summary. The Overview turns this into your deflection rate: the share of calls handled without a human.

Before the agent shares anything patient-specific on a call (like prescription status), it verifies the caller's identity — surname, date of birth and postcode must all match a patient on record. If they don't match, no patient information is given and the attempt is recorded in the audit log. If the details still don't match after a few tries, the agent stops checking and puts the caller through to your team.

The identity check, before anything about a patient is shared

Where to find it

Header → Calls (/dashboard/calls).
The deflection rate and a 7-day intent breakdown are on the Overview.
Your AI phone number and transfer number are in Pharmacy → Phone line (see the Phone line guide).
Keys for other integrations (for example a PMR feed) are in Pharmacy → Keys & integrations. The phone line itself doesn't need one.

Step by step

Connect your phone line (owner)

Follow the Phone line guide: once PharmaLineAI has set up your AI line number, add your transfer number in Pharmacy → Phone line, switch the assistant on, and divert calls to it from your existing line.

Give an integration a key (owner)

Only a system outside PharmaLineAI, such as a PMR feed, needs a key — the phone line doesn't. Create one in Pharmacy → Keys & integrations; the dialog says whether you need it, names the keys you already have, and shows the new key once with what to do next. See Your pharmacy → Create a key.

See your usage

Usage & billing (account menu, /dashboard/usage) shows how many call minutes you have used this month (each call rounded up to the minute), how many your plan includes, and any extra minutes beyond them. For a pharmacy group, it breaks usage down per branch.

Read the call log

Open Calls to see recent calls with their caller, intent, who handled it (AI or human), outcome and time.

The Calls list: a search box above a table with the columns Caller, Intent, Handled by, Outcome and ID checked. Most calls were handled by the AI and resolved; one about clinical advice was transferred to a human. Two callers show Verified under ID checked, and an imported staff call is marked Imported. — The call log, searchable and filterable by each column

The list is searchable and filterable — see Lists and tables:

Search matches the caller, the intent, the outcome and the call's own summary, which is not a column. That is how you find "the one about the repeat inhaler".
Filter Handled by to Human to see only what reached your team, Outcome to Transferred to human to see why, or ID checked to Not verified.
Sort by When or Length.
Columns reveals Channel, Length and Transferred to, which are hidden on small screens.

Nothing in the call log can be edited — it is the record of what happened. A page icon next to the caller means the call has a transcript; Imported marks a transcript brought in for training rather than a call the line took (imported calls don't count in the Overview figures).

Review a call line by line

A call's transcript, line by line with the time each was said. Under each agent reply are the Exemplary and Correct it buttons, and the text Based on, saying what the agent had to go on. One reply already carries a note: Needs correcting, with what was wrong and what it should have said. — A call's transcript, with a reply marked for correction

Click the caller's name to open the call. You'll see its details, the Transcript line by line with the time each line was said, a player if the call was recorded (click a line's time to jump there; while it plays, the line being spoken is highlighted and kept in view, untick Follow along to scroll freely), and — under each agent reply — Based on:, what the agent had to go on: your pharmacy details and services (loaded at the start of every call), and anything it looked up. Mark any reply Exemplary or Correct it to train the agent; see Agent training.

Pharmacy First answers

The Pharmacy First pre-consultation card on a call's page, marked All questions answered: each approved question beside the caller's answer in their own words, such as the main symptoms and how long they have had them, under the line saying these are the caller's own words for the pharmacist and not a diagnosis or an eligibility decision. — The caller's answers, for the pharmacist (example answers)

When your pharmacy uses Pharmacy First pre-consultation questions (see Agent training), a call where the caller answered them shows a Pharmacy First pre-consultation card at the top of its page: each question with the caller's answer, and whether they answered them all or stopped part way. The answers are the caller's own words, for the pharmacist — not a diagnosis or an eligibility decision.

Answers given out of hours wait for your team. Filter the call log's Pharmacy First column to Awaiting Follow Up (the Overview links there while any are waiting), open the call, and click Mark followed up once someone has dealt with it — your name and the time are kept. Like transcripts, the answers are cleared after the retention period; the record that they were followed up stays.

Test the agent before going live

The Agent test console after a run: under Caller identity, a test patient's surname, date of birth and postcode and the Run simulation button; under What the agent would say, Identity verified and the readback, that the patient's Amlodipine 5mg tablets are ready to collect, with the item marked READY. — A test run with a test patient: what the caller would hear

Open Agent test console from the account menu (/dashboard/agent) and enter a real patient's surname, date of birth and postcode. The console runs the same identity check and prescription readback the live agent uses and shows you exactly what the caller would hear — without any phone setup. Try a wrong detail too: it should refuse to share anything and offer a transfer. (No call is logged for a test, but the access is still audited.)

What each screen shows

Calls — caller, intent, Pharmacy First answers (saved, awaiting follow-up or followed up), handled-by (AI/Human), outcome, whether the caller's identity was checked, and when. Channel, length and transfer number are behind Columns.
Overview — calls today, the 7-day deflection rate (resolved vs transferred), and a breakdown of what callers asked.

Tips & good to know

A high deflection rate means the agent is saving your team time. Transfers are normal for clinical, stock and account queries — those always go to a human.
Every identity check and every prescription-status read over the phone is written to the audit log (a GDPR requirement).

Troubleshooting

No calls showing — check Pharmacy → Phone line: the assistant must be switched on and the badge should say AI answering. Calls diverted before then went straight to your team.
Callers are always transferred for prescriptions — if your records come from Titan PMR, Titan may not have sent updates recently; the assistant won't read out possibly out-of-date status.

Agent training — what the agent works from, and how to correct it.
Lists and tables — search, sorting, column filters, saved views and editing in place.
Phone line
Patients
Prescriptions
Getting Started