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The email assistant works the way the voice agent does, on your practice inbox instead of your phone line. It reads incoming mail, works out what it is, and either replies or hands it to a person. Settings → Email Assistant. Available when the EMAIL_AGENT feature is enabled for your practice.

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What it handles

  • Appointment requests, changes, and cancellations sent by email
  • Questions your knowledge base answers
  • Messages that need a person, summarized and routed rather than answered
Documents that arrive by email (referrals, records, forms) are handled separately by the document pipeline. See Fax & email.

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Setting it up

1

Connect the mailbox

Point the inbox at VoxHealth. Use a dedicated address rather than a personal one: appointments@ or info@, not the office manager’s mailbox.
2

Decide what it may answer on its own

Start with read-and-route: everything gets summarized, nothing gets auto-replied. Widen once you have read a week of what it would have sent.
3

Set the escalation address

Where mail goes when the assistant decides a person is needed.
Email is not a good channel for anything private unless your practice has a secure-messaging arrangement with the patient. The assistant does not put clinical details or account balances in an outbound email. It asks the patient to call or use the portal.
  • Messages: two-way SMS, which is where most patient conversation actually happens
  • Notifications: scheduled reminders and confirmations, which are separate from the assistant