Handling Inbound Calls in the Agent App

Created by Priya p, Modified on Sat, 21 Mar at 2:29 PM by Priya p

TABLE OF CONTENTS

Answering Calls from the Call Winlet
Accessing the Conversation History
Use Cases
Benefits
Best Practices
Tips
Support

Answering Calls from the Call Winlet

When an inbound call is received, the all winlet will pop up on your screen.
Click the Answer button to accept the call or the End Call button to reject it.

The call winlet includes the following details:

Caller Name
Caller Location
Practice Name
Call Type

Note: When the VoiceStack Agent App is idle or running in the background, an incoming call notification will appear. If the caller is registered in the app, the caller’s name will be displayed; otherwise, it will appear as Unknown Number.

To open the Patient 360 screen during a call, click the Maximize option in the call window. This will take you to the Patient 360 screen.

Accessing the Conversation History

To open the Conversation History, select Conversation History from the Patient 360 slide-out panel.

While the call is in progress, you can open the Conversation History panel to view all previous interactions with the patient. Each conversation includes an IQ Summary and IQ Analysis, helping you quickly understand the context and key details of past calls at a glance.

Use Cases

Scenario	Activity
New Patient Calls	Shows complete details or marks the caller as unknown, helping agents collect necessary information.
Returning Caller	Automatically pulls up history so agents can continue the conversation seamlessly.
Missed Appointment	AI notes and conversation history give agents context for rebooking or patient follow-up.
Internal Calls	Displays colleague name, department, and extension clearly.

Benefits

Faster Call Handling – Instantly view caller context and respond with confidence.
Improved Accuracy – Reduces miscommunication through access to call history and notes.
Higher Productivity – Minimize context switching with embedded call tools.
Smart Engagement – Patient 360 enables personalized conversations based on insights.

Best Practices

Always check the caller details in the call winlet before answering.
Open Patient 360 to review history before engaging in conversation.
Greet known callers by name to enhance rapport and experience.
Use call controls (mute, transfer, hold, etc.) effectively during the call.
Log outcomes or notes immediately after the call in the Patient 360 panel.

Tips

Enable sound notifications to never miss an inbound call.
If on another screen, click the winlet directly to avoid losing context.
Use filters in Patient 360 to quickly scan prior interactions.
If unsure about the caller, verify the information before proceeding to sensitive topics.
After handling, mark the call status or outcome for reporting and follow-up.

Support

Need further help? Reach out to us at support@voicestack.com or call 407-833-6436.