The AI said something wrong
Who can do this: Anyone can look at the call. Owners and Office Managers can change settings and contact NixDent.
A patient, or a staff member, tells you “the AI said we’re closed Friday” or “it quoted me a price”. Don’t guess. Look at the call, then decide whether it is a setting you can fix or something NixDent must fix.
Step 1. Find the call
Section titled “Step 1. Find the call”- Open AI Receptionist → Call Logs.
- Search by the caller’s name, phone or a word from the call (Search name, phone, or transcript…), or filter by Caller Type and Status.
- Open the call and read the transcript. Play the recording if you want to hear the tone.
For website chats, use AI Receptionist → Chat Logs.
Write down the date and time, and the exact words the AI said.
Step 2. Work out why
Section titled “Step 2. Work out why”| The AI said | Most likely cause | Fix |
|---|---|---|
| Wrong hours, or offered a day you’re closed | Hours not saved, or the day isn’t in closures | Hours, holidays and closed days. Click Save Hours and Save closures |
| Offered a room or provider you don’t want | Nothing chosen in Booking rules means “everything” | Booking rules |
| Said the wrong address or phone number | Not entered or entered wrong | Office phone number on the AI page. For the address, ask NixDent. See Offices |
| Gave wrong or missing information about a service, policy or insurance | The fact isn’t written down, or two boxes disagree | What to give your AI receptionist |
| Said “I don’t have that in front of me” | It didn’t have the answer. This is correct behavior | Add the answer to Frequently asked questions |
| Said the practice is in-network (or not) with a plan | Insurance wording | Insurance & Payment and More about insurance and payment |
| Used the wrong name for a provider | The provider’s title and display name | Booking rules (set a title or edit the display name) |
| Could not cancel | Cancelling is off by default | What the AI may do on the AI page |
| Told the patient to “call the office” | It didn’t have the number | Office phone number |
After any fix, click Save, then run the same question on a test call. See Test your AI receptionist.
If you saw Saved — AI receptionist not updated yet, click Update AI now.
Step 3. If it isn’t a setting, tell NixDent
Section titled “Step 3. If it isn’t a setting, tell NixDent”Report it when the AI:
- quoted a price, address, phone number, insurance fact or policy that isn’t anywhere in your settings
- told a caller an appointment was booked and nothing was booked
- read out account details such as insurance on file
- sounded rude, confused or repeated itself in a loop
How: click Request on any Settings page, or contact NixDent support. Include:
- the date and time of the call
- the last four digits of the caller’s number (not their name or date of birth)
- what the AI said and what it should have said
- the Call Logs status
Please don’t put patient names, dates of birth or health details in the ticket. NixDent can find the call from the time and number.
What staff can do right now for the patient
Section titled “What staff can do right now for the patient”- Call the patient back and put it right.
- If an appointment is wrong, fix it in Open Dental. See A booking didn’t appear in Open Dental.
- Use Messages to send a short apology text, if the patient has agreed to texts.