Recall & Reminders Features 4 min read Updated Jun 24, 2026

Human call queue

The Human call queue is the list of patients who need a personal call from your team. When the automated steps in a recall don't land — an unanswered AI voice call, an escalation, or a step that's designed to route to a person — the patient lands here with a ready-made script. This article covers ho

The Human call queue is the list of patients who need a personal call from your team. When the automated steps in a recall don’t land — an unanswered AI voice call, an escalation, or a step that’s designed to route to a person — the patient lands here with a ready-made script. This article covers how to work the queue.

What the queue is for

Most of a recall runs without anyone lifting a phone. But some moments call for a human voice: a patient who didn’t respond to the texts and calls, a post-op check that needs a person, or a high-value follow-up. The human call queue is where those patients wait, sorted by urgency, each with everything your team needs to make a good call quickly.

It’s built for working under time pressure — large readable scripts, a tap-to-call button, and big outcome buttons.

The list

At the top, six counts summarise the queue: Pending, Urgent, High, Medium, Low, and Snoozed.

Below, each call is a row showing:

A priority badge — Urgent, High, Medium, or Low.
The patient name.
The reason the call exists (for example, “Needs human follow-up after unanswered AI voice call”).
The recall it came from.
When it’s due.
How many attempts have been made.
The script status — whether a tailored script is ready.

The list is already sorted with the most urgent calls first.

How to filter the queue

Go to the Human call queue.
Use the priority filter to focus on one level (Urgent, High, Medium, Low), or click a priority count at the top.
Turn on Show snoozed to also see calls that were set aside for later.

Making a call

How to work a call from the queue

Click a call’s row to open its detail panel.
Read the patient context at the top — name, provider, insurance, and the recall and procedure behind the call.
Tap the call button to dial the patient. It opens your device’s phone app.
Follow the script — its greeting, key talking points, closing, and a don’t section of things to avoid saying.
Check the prior steps to see what’s already been tried, so you don’t repeat yourself.

Good to know: The script is generated for this specific patient and call. If it shows a “generic script” note, the AI couldn’t tailor it this time — use your judgment, the patient context is still shown.

How to add notes during a call

In the call’s panel, type in the notes field.
Click Add note (or press Cmd/Ctrl+Enter).
The note is saved to the call’s running log. You can add several notes during one call — the field clears but stays focused so you can keep going.

How to record the outcome

At the end of the call, click the outcome button that fits — the buttons shown depend on the recall’s goal (for example, Scheduled visit, No answer).
If the outcome means “try again later,” a short panel asks how long to wait — pick a preset (1 hour, 4 hours, 24 hours, 3 days, 1 week) or enter your own.
Confirm. The call is completed and removed from the queue — or, if you snoozed it, it comes back when the wait is up.

Good to know: Recording an outcome is what closes a call and updates the patient’s place in the recall, so always finish with it. You can only record one outcome per call.

States to be aware of

Snoozed calls — calls you set aside reappear automatically when their wait expires. Use Show snoozed to see them early.
An empty queue — a clear queue is a good thing. It means no patients currently need a personal call.

What the queue does not do

The queue gives your team the script and tracks the outcome — it doesn’t place the call for you (your phone does) or record audio. Notes can’t be edited once added, and scripts are read-only.