Handle It Playbook
What it looks like when there’s always a fallback.
This is the operating play for teams that replaced single-point failure with layered resilience. People can be unavailable. The system never is.
≤1s
Fallback in 1 second
Every request hits a backup immediately.
Always
Always a responder
Layered coverage replaces single points of failure.
Zero blind spots
Zero blind spots
Nothing disappears into voicemail or inbox gaps.
01 · Capture
Every request enters a guarded intake
Nothing assumes someone is present. Intake reassures callers while routing begins automatically.
- Universal intake layer
- Time-aware routing
- Immediate caller reassurance
02 · Sense
Coverage reality is evaluated instantly
The system knows who can respond right now—and who cannot.
- Real-time availability checks
- Role-based eligibility
- Risk thresholds
03 · Resolve
Requests route to the next safest option
No dead ends. No guesswork. Escalations ladder until someone accountable accepts.
- Tiered escalation paths
- Context-rich handoffs
- Full accountability trail
Playbook
Launch sequence (10 business days)
1. Map reality
We import the last 60 days of signal to surface peak times, abandonment, and conversion leakage.
2. Wire the line
Forwarding rules, SMS numbers, and CRM/EHR webhooks get connected. No rip-and-replace—just reroute what already exists.
3. Train the voice
We fine-tune the lightorb agent on your tone, compliance statements, and escalation criteria so every answer feels on-brand.
4. Launch & watch
Dashboards show resolved vs. escalated calls, average triage time, and any call that still needs human follow-up.
Care teams
Clinics
Clinics pair daytime agents with after-hours guardians for seamless coverage.
owned
Katie AI
Voice-first call routing for clinics that removes manual phone trees.
Daytime call router that eliminates phone trees and routes patients by intent.
0s
Hold time
98%
Routing accuracy
How it helps
- •Answers every incoming call instantly.
- •Classifies intent and routes to the right department.
- •Logs the interaction inside CRM or EMR inbox.
- →Map clinic phone lines & coverage rules
- →Configure specialty routing and provider availability
- →Integrate with MedReception.ai dashboard for monitoring
owned
Annie AI
Night and weekend answering service that keeps clinicians safe.
After-hours coverage that never misses a call.
24/7
Coverage
< 15 min
Callback target
How it helps
- •Provides guarded scripts and escalation paths.
- •Notifies on-call providers the moment an urgent issue arises.
- •Documents every call for compliance and QA.
- →Define after-hours windows & provider rotations
- →Train Annie on escalation ladders
- →Monitor quality through MedReception.ai QA console
Safety
On-call rotations
On-call ladders update automatically as staff come and go.
Ready next