The overflow and after-hours pilot forwards only the calls your team cannot take: busy, unanswered, and after close. Your main number and your team's workflow stay as they are.
This page sets out what the pilot covers, what it does not do, and the safeguards that apply before any call moves and while the pilot runs.
The scope
How it runs
Step 1
Sign the Business Associate Agreement (BAA). Review hours, visit types, handoff rules, the disclosure script, and the backup number. Nothing changes on your office line until your team says yes.
Step 2
Forward busy, no-answer, and after-hours calls to the Velyn line. We give you the exact steps for your carrier.
Step 3
Velyn answers forwarded calls. Recovery texts go out for calls that drop or reach voicemail.
Step 4
We walk through calls, texts, and replies on the dashboard. Your staff say which calls should have stayed in flow and which should have gone to them. We adjust the rules from there.
Safeguards
BAA first. No real patient call is handled until a Business Associate Agreement is signed and attested.
Your rules first. Your team approves the disclosure script, the handoff rules, and the backup number before live calls move.
Main line stays put. Forwarding covers busy, no-answer, and after-hours calls only. Your main number keeps ringing the way it does today.
Booking is off. A booking flag blocks booking on live calls and in text replies. Requests go to your staff as a follow-up task, and Velyn tells the caller the office will confirm.
Emergencies are checked by rule first. A rule-based check runs before any AI reply. Emergency language gets an emergency instruction and goes to your emergency number.
AI disclosure on request. If a caller asks whether they are talking to AI or a person, Velyn says it is an AI assistant and keeps helping. It never claims to be human.
No cold contact. Texts go only to callers who reached your office and dropped or reached voicemail. Outbound recall calls are not part of this pilot.
Limits on texts. A caller gets at most one recovery conversation in any three-day window. Texts are held until outside quiet hours.
Opt-outs honored. Replying STOP ends texts. The opt-out is checked before every send.
Transcripts redacted. Transcripts are redacted before they are stored.
Every call is visible. Each call and text appears on the recovery dashboard for your staff to review.
One switch in your settings sends inbound calls straight to voicemail. No caller is dropped.
What we measure
Booking is off, so recovered bookings and dollars stay near zero during the pilot. The first weeks measure calls answered, missed calls captured, texts sent, replies, and staff handoffs.
Dollar results depend on turning booking on. That is a separate decision, made with your team after the review.
Pricing is $25 per recovered booking. Platform plans are a separate conversation.
Velyn never says a booking is made. A recovered booking counts only when one is actually booked.
Boundaries
Take over your main line. Only the calls you forward reach Velyn.
Book into your calendar or write to your practice management system.
Make clinical or treatment decisions. Pain, post-op, and treatment questions go to your team.
Claim HIPAA certification. There is no such certification. We walk you through the architecture and the BAA before you sign anything.
Who it fits
Offices that miss calls during lunch, the opening rush, or after close.
Offices that can set busy, no-answer, and after-hours forwarding on their carrier.
Offices that can name an escalation number and sign a BAA before live calls.
Questions