Live feed

The Live feed shows you every call Elva is handling right this second. Open it any time you want to see what’s happening on your phones — to keep an eye on a tricky call, catch a patient who sounds frustrated, or step in and take a call yourself.

What the Live feed is for

The Live feed is your real-time window into the phones. At a glance you can see:

• Every call happening right now, each one as its own tile.
• Which calls need a human. The list is sorted by urgency, so frustrated callers and unusually long calls float to the top — you see the calls that matter most without scrolling.
• A way to step in. Open any call to listen along or take over so a patient is never left waiting.

At the top you’ll see a running count of calls right now, split into inbound and outbound. When the phones are quiet, you’ll see an All quiet message — Elva isn’t on a call, and new calls will appear here as they come in.

Filter tabs

Just above the call tiles is a row of filter tabs. Each one carries a small count badge so you can see how many calls fall into it before you click.

• All — every active call.
• Needs attention — calls that are flagged as frustrated or on hold. This is the tab to watch when you’re busy; it surfaces only the calls that may need you.
• Inbound — patients calling your practice.
• Outbound · patient — calls Elva is making out to patients (for example, recall and reminder calls).
• Outbound · insurance — calls Elva is making to insurers, such as verifying a patient’s benefits.

Click a tab to show only those calls. The count above the tiles updates to show how many are currently displayed.

What each call tile shows

Every active call appears as a tile. Reading top to bottom, a tile shows you:

• The caller’s name and their phone number, plus whether they’re a Returning patient or New.
• A direction badge — Inbound, Out · Patient, or Out · Insurance — so you know which way the call is going.
• Who’s speaking right now — a chip marked Elva or Caller, with a live sound wave that moves while that person is talking.
• How long the call has been going, shown as a running timer.
• What Elva is trying to do on this call (her current goal), such as “Book cleaning.”
• The latest thing said, shown in quotation marks, so you can read the gist of the conversation at a glance.
• A status line describing where the call stands right now (for example, “Offered Tue 2:30 pm with Dr. Lin”), with a small sentiment dot beside it. The dot’s color reflects how the caller sounds — Positive, Neutral, Anxious, or Frustrated.

Tiles also carry flags when a call needs a closer look. A Frustrated flag marks a caller who sounds upset, and an On hold flag marks a call that’s waiting — both push the tile toward the top of the list.

The call detail panel

Click any tile and a panel slides in from the right with the full picture of that call. At the top you’ll see the caller’s name, phone number and location, the direction of the call, how the caller sounds, how long they’ve been On call for, and Elva’s current goal.

Below that, the panel is organized into clear sections:

• Summary — a plain-English recap of what the call is about and where it stands.
• Action timeline — a step-by-step list of everything Elva has done on this call so far, newest at the bottom, with the step she’s working on right now highlighted. This is the easiest way to catch up on a call in progress.
• What Elva knows — the key facts Elva has gathered from the conversation, such as the reason for the call, the patient’s insurance, their last visit, and any provider preference.

To read the conversation word for word, use View transcript (see below).

Actions in the detail panel

The detail panel gives you three buttons across the top:

• Listen in — quietly listen to the live call without the caller or Elva knowing. Use this to check how a call is going before you decide whether to do anything.
• View transcript — open the full written transcript of the conversation so far. Use this when you’d rather read the exact words than listen.
• Take over — pick up the call yourself. Elva steps aside and hands the conversation to you, so you’re speaking directly with the patient. Use this when a call clearly needs a person — a frustrated patient, a sensitive situation, or anything outside what Elva should handle.

How to watch a specific call

1. Open the Live feed.
2. Find the call you want in the grid of tiles. (The most urgent calls are at the top.)
3. Click the tile to open the call detail panel on the right.
4. Read the Summary and Action timeline to follow the call as it unfolds.

How to filter to only the calls that need attention

1. Open the Live feed.
2. In the row of filter tabs, click Needs attention.
3. You’ll now see only the calls flagged as frustrated or on hold. Open any tile to take a closer look.

How to listen in on a call

1. Open the Live feed and click the call’s tile to open the detail panel.
2. At the top of the panel, click Listen in.
3. Listen quietly to the live conversation. Neither the caller nor Elva is interrupted.

How to take over a call

1. Open the Live feed and click the call’s tile to open the detail panel.
2. Skim the Summary and What Elva knows so you have the context before you speak.
3. Click Take over.
4. Elva steps aside and connects you to the patient. Continue the conversation from where Elva left off.