Most practices lose 8–12 calls a week

Velyn Dental books routine appointments and sends urgent calls to your team, 24 hours a day.

Velyn books only the visits, providers, and hours you approved during setup. Pain, same-day requests, treatment questions, or unclear calls go to staff with the reason.

Call live demo — +1 (857) 957-9141 Review pricing first

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How to start

1
Try the live demo
Decide whether you would trust it with the calls that turn into lost production when no one picks up.
2
Check pricing
Decide whether the pricing is in range before you spend time on setup.
3
Ask setup questions
Get clear answers on routing, staff handoff, what your scheduler can handle, and anything that still needs work before your office phone line changes.

Live call — routine booking

VelynGood afternoon, Maple Family Dental. How can I help today?

PatientHi, I missed you at lunch. Can I book a cleaning next week?

VelynAbsolutely. Let me look at next week's hygiene openings.

RulesRoutine cleaning. Approved visit type, provider, and time window.

VelynI have Tuesday at 10 AM or Thursday at 2:30 PM. Which works better?

PatientThursday at 2:30 works.

RulesBooking created. Confirmation text and staff summary ready.

VelynYou're set for Thursday at 2:30 PM. You'll get a confirmation text shortly.

PatientGreat, thank you.

RulesCompleted booking. No callback task created.

Patient outcome

Leaves with Thursday at 2:30 booked and a confirmation text on the way.

Staff outcome

Sees the completed-booking summary instead of another callback task.

Call routing · Live demo

Watch a real call find its right path.

Every inbound call starts with the office rules. Routine requests get booked. Calls that need judgment reach a person, and staff sees why it came to them.

Try a call

CALL

“Cleaning next week”

OFFICE RULES

Inside office rules?

ROUTINE PATH

BOOKS AUTOMATICALLY

Step 1 · RingVelyn picks up on the first ring and reads intent.

Routine path - books only inside approved rulesStaff path - handoff with the reasonRules are approved during setup. Velyn never books outside them.

How it works under the hood

Want more detail?

Everything below covers how calls route, what happens when something breaks, and how live calls start step by step. Read it before you apply, or jump straight to the sections that matter most.

How we handle failures

Live-call timeline

Full trust center

Routing decision

Two paths: routine booking or staff handoff.

Before calls move, you choose the visit types, providers, hours, and stop words. A clear match can book. Anything urgent, same-day, clinical, or unclear goes to staff.

Routine path

Only approved visit types, providers, and time windows can be offered.

Staff path

Pain, swelling, same-day requests, treatment questions, and unclear calls leave automation.

Staff note

The callback number, the caller's last request, and the exact reason the call left automation.

Routing decision

Two paths: routine booking or staff handoff.

Routine requests stay in the booking path only when they match approved visits, providers, and times. Pain, same-day requests, clinical questions, or unclear calls move to the staff handoff path.

Rules are reviewed before live calls move over. If a call does not clearly fit the routine path, staff gets the call and the reason instead of an improvised booking.

Two-path routing map

Book it only when every rule matches. Otherwise, hand it to staff.

During setup, your office defines the booking rules and the staff handoff rules before live routing starts. The map has only two outcomes: routine booking or staff handoff.

1. Incoming patient call

First check: does the request fit every approved rule?

Velyn checks visit type, provider, time window, urgent words, and whether the caller is clear before it offers anything.

Routine cleaning requestRecall duePain or swellingSame-day request

2. Rule check: yes or no

Routine path

Yes: the request fits every approved booking rule

Approved visit type, provider, time window, and no urgent trigger.

Velyn books it

Velyn stays in this path only when the caller's request matches the rules your team approved.

Common examples

Cleaning next week

Recall visit that is already due

New-patient visit with an intake path your office approved

Simple reschedule inside office rules

Booking outcome

The patient gets approved times and a confirmed booking. Staff gets the completed-booking summary.

Rule match?

Yes: routine path

No or unclear: staff handoff

Staff handoff path

No or unclear: the call needs judgment or an exception

Urgent, same-day, clinical, outside the rules, or still unclear.

Staff takes over

Velyn stops the booking path before the office commits to anything that needs a person.

Common examples

Pain, swelling, or other symptom calls

Same-day requests or a time your office did not approve

Treatment questions or other clinical judgment

A caller who is still unclear after one follow-up question

Handoff outcome

Staff gets the callback number, the request, the handoff reason, and whether the caller transferred live or needs a callback.

Yes means the routine booking path. No, urgent, same-day, clinical, or unclear means the staff handoff path with the caller's number, request, and reason.

System & routing failures

What happens if something breaks.

Every system has failure points. Below is what callers hit first, what we do next, and what still depends on your office.

Clinical calls, unclear requests after a follow-up, and anything outside the script still transfer to your team. That's the boundary working, not a failure.

If routing breaks

Calls go straight to the backup number your office set before we even start investigating.

If the issue is live

We contact your practice directly within 30 minutes after the issue is confirmed.

What still depends on the office

The backup number still has to stay current, reachable, and watched by the office. If it rings out, the caller hits office voicemail.

Notice something before we do? Email support@velyndental.com with the call date and time and we can pull the routing log. If the backup line rang out, tell us that too.

Review the trust center and incident handling

What breaks

What happens next

What we promise

Confirmed live issue

A live issue affecting routing is confirmed.

What happens next

New calls use the configured backup path, and we contact the practice directly within 30 minutes after the issue is confirmed.

What the caller hears

The caller should hit the backup path your office approved, not stay on a broken route waiting for a fix.

Our promise

Failover happens first while the issue is being worked. We do not publish an RTO, RPO, or restoration-time guarantee.

Your side

Backup routing means the caller goes to the backup number your office chose first. If that line rings out, the caller lands wherever that number already sends voicemail or after-hours calls.

Velyn Dental is still unsure after a follow-up question

The caller's request is still unclear after one follow-up question.

What happens next

The call leaves the routine scheduling flow and goes to your team with the callback number, the last mixed request Velyn heard, and the reason the handoff triggered.

3-second skim note

Reason

Mixed request after one follow-up question

Heard

Cleaning request, pain mention, then insurance question

Status

Transferred live to staff with callback number attached

What the caller hears

The handoff note includes what the caller needed, the last request or symptom phrase Velyn heard, whether the caller transferred live or still needs a callback, and the best number to use.

Our promise

That gives staff enough detail to decide whether to take the transfer live, call back, or route the patient onward without replaying the conversation.

A routing rule sends the same kind of call down the wrong path

Any single misroute is reviewed within 24 hours. If a second misroute of the same type happens, we pause that rule automatically.

What happens next

If the same type of call misroutes more than once in a day, we treat it as a system issue, not a one-off. Calls fall back to the backup path while we investigate, and we contact your practice with the pattern we found.

What the caller hears

If you flag a suspected issue, we pull the routing log and audio within one business day and send a short summary of what happened.

Our promise

We fix the rule and re-test it against your scripts before that route resumes — usually within one business day.

Live demo

Call it before you put your phones on it.

+1 (857) 957-9141

Use the demo like a patient who just missed your front desk: ask for a cleaning, push for today, or mention tooth pain. You will hear where it books and where it stops.

Try one ordinary call.

Try: "I missed the office at lunch and need a cleaning next week." You should hear an approved time, and if the call turns urgent, it should hand off instead of treating it like another routine booking.

Operations

What happens if the scheduling connection drops.

Calls can still answer, but booking pauses. The backup number your office approved takes over, and staff gets the caller's number plus a note that booking is paused.

Scheduling connection is down

Velyn can still answer, but booking pauses until the connection is healthy.

Backup path takes over

The backup number your office approved during setup gets the call.

Staff gets the trail

When the scheduling connection goes down, your team still gets the caller's number and a note that automated booking is paused.

Real failure path

Caller says

"Can I book a cleaning for next week?"

Velyn and staff see

I am having trouble checking the schedule, so I am sending this to the office.

Caller wants a cleaning next week. Automated booking paused: scheduling connection down.

Quick answers

What if a caller mentions pain mid-call but then asks for a cleaning?

It still stops. A call does not become routine again just because the patient later asks for a cleaning. Staff gets the note.

What if someone says they're in pain?

Booking stops and the call goes to the person or backup path you chose. Your team sees the pain phrase and the caller's number, so they are not piecing it together from voicemail.

Can it book while we're at lunch?

Yes, if lunch is an approved booking window. When the visit type, provider, and opening all fit your rules, Velyn can book the appointment instead of leaving one more missed call for later.

Will my team have to dig through transcripts?

No. They get the short note first, with the full call record available if you want it. During setup you choose where that note lands: email, dashboard, or practice management inbox when available.

If the demo sounds right

We cover what your scheduling system can handle, backup routing, office rules, and edge cases before anything changes on your office phone line. No commitment to start a pilot.

Book a 30-min call Read the trust center

Before calls move

What changes first, and what your team gets

We save your settings and test the backup line before live calls turn on. If a call goes to staff, the note says what happened, what the caller needed, and how to reach them.

Hours, routing paths, backup paths, and special-request rules before calls move

Which visit types and time windows Velyn can offer

Which calls must go to a person right away

What your team sees after the call

A solo office should be able to see the three approval checkpoints, the staff note, and the backup path without digging through technical language.

Review checklist

Three approval checkpoints before any live changes.

Review the call flow.

Hear the greeting, staff note, and escalation path with your team before anything changes on the office phone line.

Verify the backup path.

Confirm where overflow, after-hours calls, and staff notes should land before live routing is turned on.

Approve routing before billing starts.

Routing stays off and billing stays off until your team says yes to real patient calls.

Staff note

Example staff note

When Velyn sends a caller to staff, the note says what happened, what the caller needed, and whether anyone still owes a callback.

Reason

Mixed request after one follow-up question

Heard

Cleaning request, pain mention, then insurance question

Status

Transferred live to staff with callback number attached

Staff can decide what to do next without replaying the call.

Operational control

Before live calls move, we check the backup line, decide where urgent calls go, and make sure staff gets enough context to act.

There is always somewhere for the call to go

If a route changes unexpectedly, new calls still go where your office told us to send them. Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.

Staff gets the important part

When a call needs a person, staff sees the number, what the caller needed, and whether they got through live or still need a callback.

Odd calls can be reviewed

If something looks off, we can review the routing log and audio and send a short summary of what changed.

Read the trust center

Operations

What happens if the scheduling connection drops.

Calls can still answer, but booking pauses. The backup number your office approved takes over, and staff gets the caller's number plus a note that booking is paused.

Scheduling connection is down

Velyn can still answer, but booking pauses until the connection is healthy.

Backup path takes over

The backup number your office approved during setup gets the call.

Staff gets the trail

When the scheduling connection goes down, your team still gets the caller's number and a note that automated booking is paused.

Real failure path

Caller says

"Can I book a cleaning for next week?"

Velyn and staff see

I am having trouble checking the schedule, so I am sending this to the office.

Caller wants a cleaning next week. Automated booking paused: scheduling connection down.

Quick answers

Can it book while we're at lunch?

Yes, if lunch is an approved booking window. When the visit type, provider, and opening all fit your rules, Velyn can book the appointment instead of leaving one more missed call for later.

What if someone says they're in pain?

Booking stops and the call goes to the person or backup path you chose. Your team sees the pain phrase and the caller's number, so they are not piecing it together from voicemail.

What if a caller mentions pain mid-call but then asks for a cleaning?

It still stops. A call does not become routine again just because the patient later asks for a cleaning. Staff gets the note.

What arrives with each handoff?

Caller number, what they wanted, why the call was handed off, and whether they reached someone live or still need a callback.

Will my team have to dig through transcripts?

No. They get the short note first, with the full call record available if you want it. During setup you choose where that note lands: email, dashboard, or practice management inbox when available.

What if the scheduling connection goes down?

The phone can still be answered, but booking pauses. Calls go to the backup number your office approved, and staff gets a note that automated booking is paused.

What if Velyn mishears or misclassifies a request?

Velyn asks one clarifying follow-up when the request is muddy. If the clarification still does not land, the call goes to staff with the caller's number, the clearest version of what was asked, and a note flagging the unclear classification — so your team can verify, not guess.

Does anything change before we approve it?

No. Your main line does not move until you say go. We can save the rules and test the backup line first, then turn on live routing only after review.

Will this work with our scheduling system?

Velyn can answer and route calls without direct scheduler integration — booking requests still go to staff with the caller's number, what they asked for, and when they want to be seen. For direct booking into your scheduler: Direct scheduler booking: none yet. Waiting on vendor access: Open Dental, Eaglesoft, and Dentrix. Later scheduler work: Denticon, Curve Dental, and CareStack. Status last reviewed April 2026. If your system is not listed, send what you use and we'll tell you whether live booking can work now, is waiting on vendor access, or needs later scheduler work within one business day.

Ask about your system

If the demo sounds right

Book a 30-minute walkthrough.

We cover what your scheduling system can handle, backup routing, office rules, and edge cases before anything changes on your office phone line. No commitment to start a pilot.

Book a 30-min call Read the trust center