Frequently asked questions

#Calls

#Will patients know they’re talking to an AI?

Yes. Every call opens by saying the caller is an automated assistant and that the call is recorded. This is required by law and can’t be removed.

#Why hasn’t a call been made?

Check, in this order:

1. Is Automatic Outreach on (Call Queue)?
2. Is it within your active hours (Agents → Configuration → General)?
3. Does the patient receive outreach (their record, or the outreach rules on the Patients list)?
4. Is there a problem with the patient’s data, such as a missing phone number or a placeholder that can’t be filled? Failed calls show the reason in Call Histories.
5. Has your plan’s call-minute quota run out (see Billing)?

#Can we listen to calls?

Yes. Every call has a recording and a transcript in Call Histories, and staff with permission can follow a transcript live during the call.

#Can a person take over a call?

Yes. During a live call, staff with permission can use Transfer to front desk. You can also configure phrases that make the AI transfer the call to a phone number (Agents → Configuration → Advanced).

#What happens if a patient doesn’t answer?

The agent tries again later, up to the maximum number of attempts you set, and only within your active hours.

#What if a patient says something the AI can’t handle?

Calls where the patient needs a person — a question the agent couldn’t answer, or a request to speak to someone — are flagged on the Needs a human card on your overview so your team can follow up.

#Languages

#Which languages can the AI speak?

Turkish and English, chosen for each patient. Russian and German calls are also available when a member of staff picks them for a patient or a call. The international enquiry flow supports further languages.

#Which languages is the dashboard in?

English, Turkish and Russian. Each person picks their own in the account menu.

#Data

#Where does Voxlera get patient data?

From your practice management system, and from the forms on your website. Voxlera doesn’t buy or import patient lists.

#How do we delete a patient’s data?

Open the patient and choose Erase patient data. See Privacy and KVKK.

#Does Voxlera store our PMS password or API key?

No. Your MedicaSimple API key is used to set up the connection and isn’t stored in Voxlera’s database.

#Billing

#How is Voxlera billed?

By subscription. Your plan includes a monthly allowance of call minutes. Billing shows your plan, payment method and invoices; Usage shows minutes used, calls, answer rate and messages sent.

#What happens when we use up our minutes?

You get a warning at 90% of your allowance. When it runs out, new calls are blocked until the next billing cycle, unless you turn on pay-as-you-go, which lets calls continue at a per-minute rate. You can set a monthly spending limit for pay-as-you-go.

#What happens if we cancel?

Your subscription stays active until the end of the period you’ve paid for. After that, outbound calls stop until you subscribe again.

#Getting help

Your onboarding contact at Voxlera is the fastest way to get help. When you report a problem with a specific call, include a link to it from Call Histories.