Quick answer: Set Closed Hours Routing to Quinn Receptionist on a phone number. After hours, Quinn answers, takes an appointment request, and sends everything else to voicemail. Staff approve each request in Appointments > Requests.
Who this is for: Barti administrators with access to Organization Settings. Quinn Receptionist is available to Co-Pilot customers only.
Before you start, you'll need:
Business hours set up for the phone number. See How do I route calls differently during and after business hours? (Coming Soon).
Online scheduling set up for the doctors and offices you want Quinn to offer. Quinn uses the same openings as your online booking page. See How do I set up online scheduling availability in Barti?
At least one Appointment Request Option. See How do I customize appointment types and request options in Barti?
Steps
1. Open the VoIP settings
Open Organization Settings and select the VoIP tab.
2. Select the phone number
Select the phone number you want Quinn to cover. Every number has its own schedule and routing.
3. Check the Business Hours card
In the Call Routing section, find the Business Hours card. Confirm the Time Zone and the open hours for each day. Any time outside those hours counts as closed.
4. Choose Quinn for closed hours
Under Closed Hours Routing, select Quinn Receptionist.
5. Choose where calls go while you're open
Under Business Hours Routing, select where calls go while you're open.
6. Save
Click Save & Enable. If business hours are already on, click Save. Repeat for each phone number.
What you'll see when it works
Calls that arrive outside the schedule are answered by Quinn. In VoIP > Overview, these calls show an AI Receptionist label in the Staff/Office Phone column.
When a caller completes a request, it appears in Appointments > Requests with a Pending status. The request shows Requested By: AI Receptionist and the patient, appointment type, doctor, office, date, and time the caller chose.
What Quinn does after hours
Quinn greets the caller with its name and your practice name, and answers in the caller's language.
Quinn takes an appointment request. Quinn works out the appointment type, office, and doctor, offers open times, and collects the patient's name, date of birth, phone number, and insurance when the office requires it. It spells the family name back, reads every detail back, and submits only after the caller says yes. Quinn says "reserve" or "request," never "book."
Quinn sends everything else to voicemail. Quinn says "I'm going to transfer you to our voicemail — please leave a message and someone will get back to you," then moves the call to the voicemail greeting for that number. This happens when the caller:
Asks for a person.
Asks a medical or clinical question. Quinn doesn't answer these.
Asks about billing, payments, insurance coverage details, or prescription refills.
Wants to cancel or change an existing appointment.
Doesn't want any of the open times Quinn found.
Quinn never offers a live person, a hold, or a call-back time after hours.
Things to know about how Quinn behaves
The caller gets a request, not a confirmed appointment. Nothing appears on the calendar until staff open the request and click Approve Request. A pending request holds that time for that doctor and office, so other callers and online patients don't see it. Clicking Reject frees the time.
The confirmation text depends on staff. Quinn tells callers they'll get a text once a team member reviews the request. Barti sends that text only when staff approve the request, texting is on for your practice, the patient has a phone number, and Send appointment confirmation text message is checked. It is checked by default when texting is on. Rejecting a request sends no text, so contact the caller yourself.
Quinn offers the same openings as your online booking page. Quinn only offers times from External availability, for doctors and offices that are shown in online scheduling, and only for enabled Appointment Request Options. Your phone business hours don't limit which times Quinn offers, so a caller at 9 PM can be offered 8 AM the next morning.
Quinn searches two weeks ahead and offers only the earliest openings. By default Quinn looks at the next 14 days and gets up to three openings per doctor. It reads up to five at a time. If the caller asks for something later, Quinn can search up to 60 days out.
Quinn offers every office, not only the office whose number was called. The phone number decides the schedule and routing. Once Quinn is answering, it lists every office that has a bookable doctor. If the caller has no preference, Quinn defaults to your primary office.
Quinn doesn't look up the caller in Barti. Quinn collects the name, date of birth, and phone number on every call, even from existing patients. Quinn offers the caller ID as the phone number. Staff match the request to an existing patient when they review it.
Insurance can end the request. If an office requires medical or vision insurance to book, Quinn collects it and doesn't submit without it. If your practice uses an accepted insurance list and the caller's insurance isn't on it, Quinn doesn't submit the request. After hours, that caller goes to voicemail.
Quinn has no emergency or urgent-symptom script. Quinn doesn't triage. A caller describing symptoms is treated as asking a medical question and goes to voicemail. If you want callers to hear emergency instructions, add them to the Voicemail Greeting for that number. Keep the greeting short: Barti replaces a very long greeting with the standard greeting when Quinn moves a call to voicemail.
Hours are checked when the call arrives. A call that starts before closing time is handled as an open-hours call until it ends, even if closing time passes during the call.
The recording notice plays first when it's on. If Add Disclosure Notice to Calls is on for the number, callers hear the notice before Quinn speaks. See Call Recording.
Calls Quinn sends to voicemail count as missed. The caller gets your missed-call text if you've set one up. A call where Quinn submits a request isn't missed. See How do I set up automated missed-call texts in Barti?
Related articles
If you have any questions, please refer to Barti's Help Center or create a support ticket at support.barti.com.
Frequently Asked Questions
Why didn't Quinn offer any times?
Quinn found no openings in the window the caller asked for and offered voicemail. Check that the doctor has External availability at that office, that the office is shown in online scheduling, and that the appointment type has an enabled Appointment Request Option. See Why isn't my online scheduling link showing appointments?
What happens if Quinn can't start or the call drops?
Outside business hours, the caller goes to voicemail and gets the missed-call text if you've set one up. During business hours, the call rings your staff. Quinn can't start when the practice has no doctor with External availability, no office shown in online scheduling, or no enabled Appointment Request Option, so set those up first.
What happens if Co-Pilot is no longer active?
The saved choice stays on the card, and the card shows "Quinn Receptionist is not enabled. Inbound calls will ring all available phones/users." Calls ring all active phones and users, including after hours. Choose another option in Closed Hours Routing to cover after-hours calls.
Can Quinn cover a holiday?
Business hours have one opening and closing time per day that repeat weekly, with no holiday schedule. To have Quinn answer on a holiday, set that day to Closed and click Save. Set it back to Open afterward.
Why can't I find a request Quinn took?
Open Appointments > Requests and check the status filter. The list can be filtered by Pending, Approved, and Rejected. See How do I review and approve appointment requests in Barti?