Settings → Locations. One entry per office. Locations do more work than most settings pages: they bound what the agent offers, they define what counts as after hours, and they are what the agent reads out when someone asks for directions.
What each location holds
Hours
Get these right before you go live. Three things depend on them:
- What the agent offers. It will not offer a time the office is closed.
- Routing. A
Business hours rule and an After hours rule are decided by this.
- What the agent tells callers when they ask if you are open.
Enter the date overrides for the next six months in one sitting: holidays, the Friday before a long weekend, the afternoon everyone is at a conference. It is a twenty-minute job that stops the agent booking patients into a closed office all year.
Multiple offices
With more than one location, decide how a caller reaches the right one:
- One number for everything. The agent asks which office, or offers the nearest one to the patient’s ZIP code.
- A number per office. Each points at an assistant and routes to that office.
Both work. The first is less to maintain; the second is better when the offices differ in a way one greeting cannot cover.
