Calls and the AI assistant

Calls & the AI agent

See every call the AI agent handled or transferred, and connect your phone line to the agent.

What it does

The Calls page is the log of every inbound call the AI agent dealt with — what the caller wanted (the intent), whether the agent resolved it or transferred to your team (the outcome), and a short summary. The Overview turns this into your deflection rate: the share of calls handled without a human.

Before the agent shares anything patient-specific on a call (like prescription status), it verifies the caller's identity — surname, date of birth and postcode must all match a patient on record. If they don't match, no patient information is given and the attempt is recorded in the audit log. If the details still don't match after a few tries, the agent stops checking and puts the caller through to your team.

Where to find it

Header → Calls (/dashboard/calls).
The deflection rate and a 7-day intent breakdown are on the Overview.
Your AI phone number and transfer number are in Settings → Phone line (see the Phone line guide).
Keys for other integrations (for example a PMR feed) are in Settings → Agent API keys.

Step by step

Connect your phone line (owner)

Follow the Phone line guide: once PharmaLineAI has set up your AI line number, add your transfer number in Settings → Phone line, switch the assistant on, and divert calls to it from your existing line.

Give an integration a key (owner)

Go to Settings → Agent API keys, name a key (e.g. "Titan feed") and click Create key.
Copy the key (it's shown once) and give it to whoever is setting up the integration. They use it as a Bearer token.
You can have several keys (one per integration) and see when each was last used. Click Revoke on any key to disable it immediately — the others keep working.

See your usage

Usage & billing (account menu, /dashboard/usage) shows how many call minutes you have used this month (each call rounded up to the minute), how many your plan includes, and any extra minutes beyond them. For a pharmacy group, it breaks usage down per branch.

Read the call log

Open Calls to see recent calls with their caller, intent, who handled it (AI or human), outcome and time.

The list is searchable and filterable — see Lists and tables:

Search matches the caller, the intent, the outcome and the call's own summary, which is not a column. That is how you find "the one about the repeat inhaler".
Filter Handled by to Human to see only what reached your team, Outcome to Transferred to human to see why, or ID checked to Not verified.
Sort by When or Length.
Columns reveals Channel, Length and Transferred to, which are hidden on small screens.

Nothing in the call log can be edited — it is the record of what happened. A page icon next to the caller means the call has a transcript; Imported marks a transcript brought in for training rather than a call the line took (imported calls don't count in the Overview figures).

Review a call line by line

Click the caller's name to open the call. You'll see its details, the Transcript line by line with the time each line was said, a player if the call was recorded (click a line's time to jump there; while it plays, the line being spoken is highlighted and kept in view, untick Follow along to scroll freely), and — under each agent reply — Based on:, what the agent had to go on: your pharmacy details and services (loaded at the start of every call), and anything it looked up. Mark any reply Exemplary or Correct it to train the agent; see Agent training.

Test the agent before going live

Open Agent test console from the account menu (/dashboard/agent) and enter a real patient's surname, date of birth and postcode. The console runs the same identity check and prescription readback the live agent uses and shows you exactly what the caller would hear — without any phone setup. Try a wrong detail too: it should refuse to share anything and offer a transfer. (No call is logged for a test, but the access is still audited.)

What each screen shows

Calls — caller, intent, handled-by (AI/Human), outcome, whether the caller's identity was checked, and when. Channel, length and transfer number are behind Columns.
Overview — calls today, the 7-day deflection rate (resolved vs transferred), and a breakdown of what callers asked.

Tips & good to know

A high deflection rate means the agent is saving your team time. Transfers are normal for clinical, stock and account queries — those always go to a human.
Every identity check and every prescription-status read over the phone is written to the audit log (a GDPR requirement).

Troubleshooting

No calls showing — check Settings → Phone line: the assistant must be switched on and the badge should say AI answering. Calls diverted before then went straight to your team.
Callers are always transferred for prescriptions — if your records come from Titan PMR, Titan may not have sent updates recently; the assistant won't read out possibly out-of-date status.

Agent training — what the agent works from, and how to correct it.
Lists and tables — search, sorting, column filters, saved views and editing in place.
Phone line
Patients
Prescriptions
Getting Started