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Using DentalFlo's softphone (dialpad)

Feature Availability

Outbound calls are available only to Engage Flo and Growth Flo customers.

The Dialpad feature works like a built-in softphone inside the DentalFlo platform. It enables your staff and AI agents to:

  • Make outbound calls — either manually or using AI.
    • Example use case: Have your AI agent automatically handle patient recall, appointment reminders, or promotional campaigns that you've set up through the Agentic Routing feature.
  • Receive inbound calls manually — by disabling AI handling, you can let staff pick up calls directly for a more personal, human touch.

Before you start​

  • If you plan to handle calls manually, test your device's microphone and speakers first.
    • Make a test call with a colleague to ensure the audio quality is clear.
    • Use a headset for best results and fewer background noise issues.
  • Keep the DentalFlo platform open in your browser during working hours if you want to receive inbound calls manually.

Make an outbound call (manually or using AI)​

  1. On the sidebar menu, go to Communications → Dialpad.
    tip

    Alternatively, you can go to Communications → Contacts on the sidebar menu. Search for a contact, view their details and initiate a call from there.

  2. At the top of the page, choose how to make the call:
    • Human tab → Make the call manually.
    • AI tab → Let one of your AI agents make the call.
  3. On the dialpad, select the phone number your organization wants to use (shown in the dropdown).
  4. Enter the patient's phone number, or click the Contacts icon (bottom-left of the dialpad) to find an existing contact.
  5. Click Call to place the call.
    • Manual call: Once connected, speak directly into your microphone.
    • AI call: The call will appear in the Ongoing AI Calls section below the dialpad. You can listen in once it connects, and the AI agent will handle the conversation.

Accept inbound calls manually​

  1. On the sidebar menu, go to Communications > Dialpad.
  2. Select the phone number you want to receive calls on.
  3. At the top-right corner, click Settings.
  4. In the Phone Settings window, configure the following:
    • Set a friendly name for the selected phone number (e.g., “Main Line” or “Front Desk”).
    • Turn off AI Auto-Handle Voice Calls to stop the AI agent from answering.
    • Turn off AI Auto-Handle SMS if you want staff to manage text messages manually as well.
  5. Click Close to save your settings.
  6. Keep the DentalFlo platform open in your browser during the hours you want to manually receive calls.
    • When a call comes in, you'll hear a ringing sound and see a pop-up notification with an option to answer.
    • Click Answer and start speaking into your microphone to handle the call.

Troubleshooting Tips​

  • Can't hear audio? Check your microphone and speaker permissions in your browser settings.
  • Incoming calls not ringing? Make sure your browser tab with DentalFlo is active and not muted.
  • AI still answering calls? Double-check that AI Auto-Handle Voice Calls is turned off for the selected phone number.