Getting Started with the VoiceStack Agent App

Below is an overview of the VoiceStack Agent App.

Dialpad

The Dialpad lets agents make outbound calls directly from the app. 

• Enter the phone number in the dialpad to place a call.

• Switch to the Staff tab to search and call a team member from the dropdown list.

Activity

The Activity section helps agents to: 

• View all the call activity such as voicemails, missed calls, and inbound calls.

• Listen to voicemails and read transcripts directly without switching screens.

• Access call recordings and AI-generated summaries to quickly understand each conversation.

• Take immediate action, call back, send a message, mark as done without interrupting the workflow.

Call History

Call History is a complete record of all inbound and outbound calls. This feature helps you to:

• Review every patient interaction across various date range.
• Use it as a reference to confirm details, check timelines, or revisit commitments.

Opportunities

The Opportunities section displays all potential patient interactions that can be converted into appointments or treatments. 

• Presented in a Kanban-style board, it organizes opportunities into stages such as Pending Follow-up, Attempted, Ignored, Not Converted, and Converted giving a clear view of progress.

• Each card shows key details like contact information, last contact date, lead status, treatment type, and assigned agent, along with conversion likelihood.

• Filters at the top allow users to sort data by priority, reason not booked, insurance, call direction, contact type, or lead status. 

• Agents can also switch between Board and List views for flexible tracking and management.

Missed Calls

This is the filtered list of patients who could not be reached.

• Displays all unanswered patient calls, categorized into All, Open, and Closed tabs.

• Each entry shows date/time, contact, source, status, missed call type (Direct or SVM), and contact type.

• Using the three dot menu (⋮), agents can mark as responded, ignore, or add to To-Do for later follow-up.

Voicemails

The Voicemail feature helps you to: 

• Listen to voicemails, and see the caller details in one view.
• Click to call back or assign the voicemail to a team member if needed.
• Ensure no patient concern is missed even when you’re away from your desk.

Text Messages

Patients sometimes prefer texting, and this tab keeps those chats organized. This feature helps to: 

• Read patient texts and respond directly from the app.
• Keep all SMS conversations documented for clarity.
• Reduce call volume by handling simple requests via text.

To-Do

This helps agents create, manage, and track follow-up tasks efficiently, ensuring no important action is missed.

• Create New tasks, assign priority and categorize.
• See smart action items created from patient calls and voicemails.
• Get nudges for follow-ups, appointment confirmations, or unresolved concerns.
• Check off tasks as you complete them, helping you stay focused and productive all day.